Executive Summary (This is a document excerpt)

Much of the buzz about Web 2.0 is around the proliferation of rich Internet applications (RIAs), which promise numerous user experience benefits. But building a Web application using fancy technology doesn't ensure a better user experience. As firms rush to incorporate RIAs into their site designs, they should create a solid understanding of users' needs and implement structured testing techniques to understand and validate appropriate use and design of RIAs.

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