DLK talked about three paths to a great digital experience
Structural Path
Community Path
Customer Path
Structural – create a better web experience by improving ease of use of website. Don’t write functional specs, just build a frame and let customers react to and revise it.
Jessie James Garrett: Elements of Good User Design is a good resource.
Community - have real conversations with users -- face to face, facebook, comments on blogs. Encourage discussions by allowing comments, replying quickly, and setting up RSS feeds.
Customer Journey Mapping: People who buy a car don't usually start in a showroom -- first they have to decide they need a new car! Applying this to libaries, we have to think where are the touchpoints for us with potential 'customers'.
In a catalog search, the example could be like this:
Where is the customer?
What platform are they using?
Where can they find the desired service on our online presence
Do the elements thatwe present to them make sense, or are they explained adequately?
Comments from Kae:
I heard a lot about digital strategies at the OLA and COSUGI conferences. I was most impressed by the session which Amanda Etches-Johnson, Rebecca Jones and Daniel Lee presented at OLA.
I also heard a lot about Mobile Strategies. What struck me was the difference in approaches between Amanda Etches-Johnson and Sirsi-Dynix. SD is putting most of its energy into building mobile apps for popular and fun to use devices. A E-J was focused more on making mobile versions of websites.
No comments:
Post a Comment