Designing the Digital Experience: How to Use Experience Design Tools & Techniques to Build Web Sites Customers Love

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Overview

Written for creative, tech-savvy, and business-minded individuals who want to increase the accessibility of their websites, this sensible guidebook explains the concepts behind designing experiences on the internet. From helping customers quickly find information and make their purchases to clearly communicating needs and interests, this resource will not only develop consumer loyalty but will encourage them to spread the word about the sites they frequent. Focusing on the three key areas of structure, community,...

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More About This Book

Overview

Written for creative, tech-savvy, and business-minded individuals who want to increase the accessibility of their websites, this sensible guidebook explains the concepts behind designing experiences on the internet. From helping customers quickly find information and make their purchases to clearly communicating needs and interests, this resource will not only develop consumer loyalty but will encourage them to spread the word about the sites they frequent. Focusing on the three key areas of structure, community, and customers, designers will enable clients to focus on their own goals rather than on difficulties in navigating. Also included are tips on how to generate conversations with blogs, wikis, and podcasting to create a personal touch.

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Product Details

  • ISBN-13: 9780910965835
  • Publisher: Information Today, Inc.
  • Publication date: 10/6/2008
  • Pages: 182
  • Product dimensions: 6.00 (w) x 7.90 (h) x 0.60 (d)

Meet the Author

David Lee King is the digital branch and services manager at the Topeka and Shawnee County Public Library. He is the coauthor of the “Internet Spotlight” column in Public Libraries Magazine and was named a "Mover and Shaker" by Library Journal. He lives in Topeka, Kansas.

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Table of Contents


Acknowledgments vii About the Web Page ix Foreword David Armano xi Introduction xv Chapter 1 Welcome to the Experience Economy 1 Silver Dollar City 2 Buying an Apple 3 What Is Experience? 4 Digital Experience 6 What Experience Does for Customers 6 Ultimate Goal 8 Part 1 Structural Focus Chapter 2 What Is Structural Focus? 11 Planning Before Building 12 Choosing the Building Material 12 The Infrastructure 13 The Experience 14 The Icing on the Cake 15 Structure Is Experience 16 Chapter 3 Elements of Digital Experience Design 19 Jesse James Garrett's Elements of User Experience 20 David Armano's Experience Map 26
37signals' Getting Real 29 Chapter 4 Information Architecture and Usability: Experience-Focused Design 37 Experience Elements of Information Architecture 38 Usability and Experience Design 44 Information Architecture, Usability, and Experience 46 Part 2 Community Focus Chapter 5 What Is Community Focus? 51 Example from a Public Library 52 Digital Interaction 53 Tagging Starts Conversation 55 Mashing Up Digital Conversations 56 Amazon.com's Community-Focused Experience 57 Participation 59 Twitter and Community 62 Digital Experience 63 Chapter 6 Emerging Tools for the Digital Community 67 Blogs 70 Wikis 72 Flickr 72 Videocasting 73 Chapter 7 Community Building Through Invitation 77 Invitation and Participation in Digital Spaces 78 Invitations in Blogs 81 Invitations in Wikis 84 Invitations in Social Networking Tools 85 Asking via Focus Groups, Surveys, and Analytics 87 Chapter 8 Community Building Through Social Networking 91 Experience and Community 92 Flickr 94 MySpace 95 YouTube 97 Facebook 98 Twitter 99 What Next? 101 Part 3 Customer Focus Chapter 9 What Is Customer Focus?107 Customer-Focused Experience 110 Digital Customer Experience 113 Chapter 10 Staging and Theming Digital Experiences 117 Home Depot 118 Build-A-Bear Workshop 119 Webkinz 121 PBS Kids 123 Starbucks 123 Commonalities 124 Chapter 11 Customer Journey Mapping and Personas 129 Customer Journey Mapping 129 Personas 138 Chapter 12 Customer Focus Ideas 145 Improving the Ordinary 145 Updating Dinosaurs 149 Merit Badging 151 Chapter 13 The Next Step 155 Work on Those Websites 157 Create Some Experience Stages 157 Work on Conversation 158 Work on Organizational Change 159 Resources and Recommended Reading 161 Glossary 165 About the Author 171 Index 173
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