experiences are a unique tangible offering
experience design – simply stated approach to creating successful experiences for ppl in any medium, american girl example in chicago,
3 different paths structure community and customer
structure improve websites easy of use, when customers can focus on own goals rather than how to navigate your site
website design – strategy – scope – structure – skeleton – surface
37 signals – getting real – free ebook
simplify
community path – focus on community rather than struction
memorable experience in relation to online and community
real conversations taking place – im, commenting, twitter, youtube myspace etc, goal to allow your customers to connect with you and others,
connecting with others – online connections lead to face to face connections later
invitations
participation
sense of familiarity
telling our stories
community focus experience – twitter good example
customer path
commonalities ?
Pre vs post shows
ppl dont want to interact with the website they want to interact with other ppl
its about extending experience into digital space in a way that wasn’t possible before
customer journey mapping mapping out each touch point then trying to improve those touch points experience
improving the ordinary – wd40 improves by attaching the straw, so you don’t loose it
how can you improve the ordinary experience your customers have the website? When redesigning dont just look at library websites look at other industries websites, facebook amazon ebay, look at the sites your customers are using
what do we do with these paths?
Connect the customer – to organization, the product,
create an experience stage – rehearse new services before you start, do all your reference librarians know how to interact over the web?
Work on conversation – read emerging books on marketing, Ground Swell
change – we need to work on organizational change, if you
Librarian by Day 