Customer Input for Better Website Design, or

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Customer Input for Better Website Design, or
Its all about the customer.
Genesis Hansen Newport Beach Public
Library Eureka! Leadership Institute 2008/2009
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Customers
Who are they?
And what do they want?
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We have statistics
and research.
But we want to know more!
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We dont have to guess.
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Surveys,
Card sorting,
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And usability testing
give us the feedback we need
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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
Assumptions 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!