The section on process rather peters out with a final page on Production and Operation. Well it seems not. The author draws a distinction and re-introduces the interface is the layer between the User and the Machine. This again is a notion that I thought was going out of vogue. More comments from Clement Mok indicate that he believes that Graphic Designers have perhaps had too much influence on web site design recently and many of the navigational problems are routed in this over emphasis on pretty graphics.
Metaphor comes up again.
I liked the seven stages of action described. With Web Design everything is open, there is so much more scope to get it wrong. The last section of this chapter talks about Polite interfaces. More again from the Alan Cooper school of thought. Return to Process Chapter 5 has a much deeper look at the whole Lifecycle and the process involved in good Web Design.