When the time came for Brigham Young University (BYU)-Hawaii to redesign its Web site in 2009, it just made sense that, in order to improve the university’s Web site, talking to the university’s major group of users - students - was at the top of the to-do list. …

In 2004, Joseph Marcella, the CIO/Director of Information Technologies for the City of Las Vegas, had a big problem on his hands. There were endlessly long lines at every counter in the Las Vegas city hall, and the city Web site seemed to be generating more customer service calls…

By understanding who their users are and what their wants and needs are from a college Web site, the Maryland Institute College of Art (MICA) is learning how to deliver content more effectively. MICA has done many upgrades and redesigns in the past, but the college’s most recent implementation…