Designing the Digital Experience

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David King

Technologie

Designing the
Digital Experience

David Lee King
davidleeking.com
Topeka & Shawnee County Public Library
ﬂickr.com/photos/tashland/259178493/

ﬂickr.com/photos/trucolorsﬂy/3921501144/ what is
experience?

ﬂickr.com/photos/dragnﬂy78/220689303/

American
Girl

Three paths
to experience
ﬂickr.com/photos/didmyself/2354238160/

Structural
Path

ﬂickr.com/photos/gdominici/93021919/

ﬂickr.com/photos/heyjohngreen/2570368211/

Lots of planning!
Focus Groups
ease of use

ﬂickr.com/photos/deansfurniture5/2462980045/

headrush.typepad.com/creating_passionate_users/2006/02/its_the_stupid.html

comments youtube
ﬂickr
video
facebook
blogs
myspace
IM reference

tscpl.org
participation conversation
connections

ﬂickr.com/photos/thomashawk/5741775/

Customer
Path

http://ﬂickr.com/photos/jamesyu/366732085/

sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg

Customer
Journey
Mapping
ﬂickr.com/photos/thetoad01/2317084812/

ﬂickr.com/photos/beyondbeauty/4241128107/

http://www.flickr.com/photos/92wardsenatorfe/3126053699/
ﬂickr.com/photos/92wardsenatorfe/3126053699/

ﬂickr.com/photos/picturesofthings/2437232419/

what’s next?

ﬂickr.com/photos/b-tal/116220689/

#1 list en

ﬂickr.com/photos/
94379417@N00/4808475862/

ﬂickr.com/photos/dbylibrary/
2604965614/

ask

ﬂickr.com/photos/francois/
404908918/

focus
groups

http://www.ﬂickr.com/photos/librarycommission/5041836636/

be snoopy
(just a bit)

Plan your
library eXperience
ﬂickr.com/photos/ocarchives/3952964087/

improve the
ordinary

ﬂickr.com/photos/atwj/3425610157/

improve the
ordinary

ﬂickr.com/photos/pperdue/3573858061/

ﬂickr.com/photos/poblibrary/2674563551/

your
process
is showing

customers first

ﬂickr.com/photos/piet_musterd/1858568495/

#3
pesquisaconsumo.blogspot.com/2010_04_01_archive.html

it’s a
destina
tion

i st en rt
l st a
m p
ju
it’s a
destina
tion

ﬂickr.com/photos/29106784@N02/2719649603/

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Designing the Digital Experience

1. Designing the Digital Experience David Lee King davidleeking.com Topeka & Shawnee County Public Library ﬂickr.com/photos/tashland/259178493/

3. ﬂickr.com/photos/trucolorsﬂy/3921501144/ what is experience?

4. ﬂickr.com/photos/dragnﬂy78/220689303/ American Girl

6. Three paths to experience ﬂickr.com/photos/didmyself/2354238160/

7. Structural Path ﬂickr.com/photos/gdominici/93021919/

9. ﬂickr.com/photos/heyjohngreen/2570368211/

10.

11. ﬂickr.com/photos/heyjohngreen/2570368211/

12.

13. Lots of planning!

14. Lots of planning! Focus Groups

15. Lots of planning! Focus Groups ease of use

16. ﬂickr.com/photos/lulutoo/2951107695/

17. ﬂickr.com/photos/deansfurniture5/2462980045/

18. headrush.typepad.com/creating_passionate_users/2006/02/its_the_stupid.html

19. Community Path

20. ﬂickr.com/photos/rwhitlock/1422242668/

21. digital community experience...

22. Real Conversation

23. Invitation

24. Participation

25. Sense of Familiarity

26. Telling our Stories

27.

28. comments youtube ﬂickr video facebook blogs myspace IM reference tscpl.org participation conversation connections

29. ﬂickr.com/photos/thomashawk/5741775/ Customer Path

30. http://ﬂickr.com/photos/jamesyu/366732085/

31. ﬂickr.com/photos/eole/3039602094/

32. sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg

33. Digital Version?

34. Commonalities?

35. Commonalities?

36. Customer Journey Mapping ﬂickr.com/photos/thetoad01/2317084812/

37.

38.

39.

40.

41.

42. ﬂickr.com/photos/jrnoded/3340607045/

43. ﬂickr.com/photos/beyondbeauty/4241128107/

44. ﬂickr.com/photos/mmewuji/4386845410/

45. ﬂickr.com/photos/wlscience/4200630845/

46. http://www.flickr.com/photos/92wardsenatorfe/3126053699/ ﬂickr.com/photos/92wardsenatorfe/3126053699/

47. ﬂickr.com/photos/fornal/437703236/

48. ﬂickr.com/photos/picturesofthings/2437232419/

49. what’s next? ﬂickr.com/photos/b-tal/116220689/

50. #1 list en ﬂickr.com/photos/ 94379417@N00/4808475862/

51. what are they saying about you?

52.

53.

54.

55.

56. improve your touch points

57. ﬂickr.com/photos/dbylibrary/ 2604965614/

58.

59. Check This Out Now! x

60. ask ﬂickr.com/photos/francois/ 404908918/ focus groups

61. stats

62. http://www.ﬂickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)

63. #2 m p star t ju

64. Plan your library eXperience ﬂickr.com/photos/ocarchives/3952964087/

65. improve the ordinary ﬂickr.com/photos/atwj/3425610157/

66. improve the ordinary ﬂickr.com/photos/atwj/3425610157/

67. improve the ordinary ﬂickr.com/photos/pperdue/3573858061/

68. ﬂickr.com/photos/pperdue/3573858061/

69. ﬂickr.com/photos/pperdue/3573858061/

70. ﬂickr.com/photos/poblibrary/2674563551/ your process is showing

71. customers first ﬂickr.com/photos/piet_musterd/1858568495/

72. #3 pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s a destina tion

73. it’s a destina tion

74. interac tion is key

75. ﬂickr.com/photos/pitel/507791613/

76.

77. your stuff

78. your staff

79. i st en rt l st a m p ju it’s a destina tion

80. ﬂickr.com/photos/vlastula/1324331546/

81. ﬂickr.com/photos/29106784@N02/2719649603/

82. Q&A Time