Designing the digital experience : how to use experience design tools and techniques to build Websites customers love

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Where to find it

Information & Library Science Library

Call Number
TK5105.888 .K5546 2008
Status
Available

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Summary

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.

Contents

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

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