Observing the User Experience: A Practitioner's Guide to User Research (Paperback, 2, Revised)

Part I: Why Research is Good and How It Fits Into Product Development
1. Typhoon: A Fable
2. Do a Usability Test Now!
3. Balancing Needs Through Iterative Development
4. The User Experience

Part II: User Experience Research Techniques
5. The Research Plan
6. Universal tools: Recruiting and Interviewing
7. User Profiles
8. Contextual Inquiry, Task Analysis, Card Sorting
9. Focus Groups
10. Usability Tests
11. Surveys
12. Ongoing Relationship
13. Log Files and Customer Support
14. Competitive Research
15. Others' Hard Work: Published Information and Consultants
16. Emerging Techniques

Part III: Communicating Results
17. Reports and Presentations
18. Creating a User-Centered Corporate Culture

Appendices
A. The Budget Research Lab
B. Common Survey Questions
C. Observer Instructions