Terms governing use: COPYRIGHTED Access restrictions: NON_PRINT_LEGAL_DEPOSIT

Preface What is this book about? Is this book for you? How is the book organized? Part 1: The conceptual model - Fundamentals Chapter 1: A multiple and cross-channel example - Setting an appointment Chapter 2: Places, routes, and abstraction Chapter 3: A layered framework for the conceptual model Chapter 4: The Function layer Chapter 5: The Configuration layer Chapter 6: The Navigation & Policy layer Chapter 7: The detailed layers Chapter 8: Summary of the components of the conceptual model according to the layered framework Chapter 9: Conceptual models matter! - Implications to human performance, usability, and experience Chapter 10: A typology of conceptual models Summary of Part 1 Part 2: Conceptual design - A methodology Chapter 11: Conceptual design in context - Think strategically Chapter 12: Conceptual design- An overview of the methodology Chapter 13: First, user research. Just do it Chapter 14: Functional Chunks: Construct the essential foundation Chapter 15: Configuration: Draw your first rough sketch of the conceptual model Chapter 16: Navigation Map: Moving from one place to another Chapter 17: Navigation Policy: Define the "Rules of the Road Chapter 18: Form - Transition to detailed design Chapter 19: Summary - Conceptual Design Methodology in a glance Epilogue: Beyond the conceptual model and onto detailed design

1