As Website Design and Functionality Take A Mighty Leap Forward, today's marketers and site designers can harness the power of "experience design" to help customers quickly find information, make purchases, or participate-creating positive digital experiences that visitors not only remember but want to share with others. Here, David Lee King explains what digital experience design is, introduces a range of tools and strategies, and shares best practices. He shows how organizations can use experience design to ...
As Website Design and Functionality Take A Mighty Leap Forward, today's marketers and site designers can harness the power of "experience design" to help customers quickly find information, make purchases, or participate-creating positive digital experiences that visitors not only remember but want to share with others. Here, David Lee King explains what digital experience design is, introduces a range of tools and strategies, and shares best practices. He shows how organizations can use experience design to distinguish themselves from the competition and uncork the viral marketing genie.
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.
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
Our reader reviews allow you to share your comments on titles you liked,
or didn't, with others. By submitting an online review, you are representing to
Barnes & Noble.com that all information contained in your review is original
and accurate in all respects, and that the submission of such content by you
and the posting of such content by Barnes & Noble.com does not and will not
violate the rights of any third party. Please follow the rules below to help
ensure that your review can be posted.
Reviews by Our Customers Under the Age of 13
We highly value and respect everyone's opinion concerning the titles we offer.
However, we cannot allow persons under the age of 13 to have accounts at BN.com or
to post customer reviews. Please see our Terms of Use for more details.
What to exclude from your review:
Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the
information on the product page, please send us an email.
Reviews should not contain any of the following:
- HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
- Time-sensitive information such as tour dates, signings, lectures, etc.
- Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
- Comments focusing on the author or that may ruin the ending for others
- Phone numbers, addresses, URLs
- Pricing and availability information or alternative ordering information
- Advertisements or commercial solicitation
Reminder:
- By submitting a review, you grant to Barnes & Noble.com and its
sublicensees the royalty-free, perpetual, irrevocable right and license to use the
review in accordance with the Barnes & Noble.com Terms of Use.
- Barnes & Noble.com reserves the right not to post any review -- particularly
those that do not follow the terms and conditions of these Rules. Barnes & Noble.com
also reserves the right to remove any review at any time without notice.
- See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend
Create a Pen Name
Welcome, penname
You have successfully created your Pen Name. Start enjoying the benefits of the BN.com Community today.
If you find inappropriate content, please report it to Barnes & Noble
Overview