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Abstract: In this paper we present a process model for developing usable cross-cultural websites. Compatible with ISO 13407, the process model documents an abstraction of the design process focusing on cultural issues in development. It provides a framework in which a variety of user-based and expert-based techniques for analysis and design are placed within the life-cycle of website development. In developing the model, we relate practical approaches to design with theories and models of culture and discuss the relevance of such theories to the practical design process. In particular we focus on four key concerns: how an audit of local website attractors can inform the design process; the concept of a cultural fingerprint to contrast websites with the cultural needs of local users; the problems associated with user evaluation; and cross-cultural team development. We then show their relation to our process model. We conclude by summarising our contribution to date within the field. [Copyright &y& Elsevier]

Abstract: This paper reports on a study that investigated consumer use of e-services in a multi-channel context. Many HCI studies on the use of e-services focus on the use of the online channel in relative isolation. This study attempts to develop a deeper understanding of what makes consumers decide to use the online channel in examining consumer channel-choice beyond the instances of internet use. The consumption behaviour of its participants was investigated across channels in an in-depth qualitative study. The analysis of the rich data produced specifically focused on the investigation of voluntary consumer movements between online and offline channels during the course of a consumption process. The results indicate that participants often use multiple channels in parallel and frequently switch between channels. Literature from marketing and consumer research was used as the perspective to explore the rationale for the complex and dynamic reported consumer behaviour. [Copyright &y& Elsevier]

In this paper we present a process model for developing usable cross-cultural websites. Compatible with ISO 13407, the process model documents an abstraction of the design process focusing on cultural issues in development. It provides a framework in which a variety of user-based and expert-based techniques for analysis and design are placed within the life-cycle of website development. In developing the model, we relate practical approaches to design with theories and models of culture and discuss the relevance of such theories to the practical design process. In particular we focus on four key concerns: how an audit of local website attractors can inform the design process; the concept of a cultural fingerprint to contrast websites with the cultural needs of local users; the problems associated with user evaluation; and cross-cultural team development. We then show their relation to our process model. We conclude by summarising our contribution to date within the field. [Copyright &y& Elsevier]