The Design of Sites : Patterns, Principles, and Processes for Crafting a Customer-Centered Web Experience

Douglas van Duyne is senior director of customer experience products and design at Keynote Systems, the worldwide leader in Web performance measurement and management systems. He was the cofounder, president, and CEO of NetRaker, a leader in customer experience management solutions, prior to NetRaker's acquisition by Keynote in April 2004. Doug has more than twenty years of entrepreneurial, management, and software design experience.

Doug's management experience includes positions at GO Corporation, an early portable computing developer, and software product design at KidSoft, a pioneering e-commerce company before the advent of Web-based shopping. As principal of Dune Design Group, Inc., he consulted on major Web site design projects for Intel, Safeway, Cooking.com, and healthshop.com.

Doug studied computer science, physics, visual arts, and music at the University of California, Berkeley, and he has a B. S. in computer science.

James A. Landay is a professor of computer science at the University of California, Berkeley, where he teaches courses in human-computer interaction. He is also the CTO and cofounder of NetRaker.

Jason I. Hong is a researcher at the University of California, Berkeley. He has worked at IBM Research, Fuji Xerox Palo Alto Laboratories, and Xerox Research, and is a consultant for eDealFinder.com.