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Customer Input for Better Website Design, or…
Genesis HansenNewport Beach Public LibraryEureka! Leadership Institute2008/2009
It’s all about the customer.
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Customers:
And what do they want?
Who are they?
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We have statistics…
…and research.
But we want to know more!
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We don’t have to guess.
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Surveys,
Card sorting,
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give us the feedback we need…
And usability testing
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To build a better mousetrap.
Just…
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Ask for volunteers…
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Make it worth their while…
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Listen!
And then…
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Bend over backwards…
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to help customers succeed.
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Simple!
Right?
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Not so fast!
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Mistakes were
made…Assumptio
ns challenged
.
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We had to consider:
•City Government
•Board of Library Trustees
•Library Administration & Staff
•And still remember…
Customers are the primary target!
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Our goals:
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Where are we now?
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Measuring success.
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Usability resource list available at:
http://wrongagain.wordpress.com/resources/
Gratuitous baby photo!