Customer Input for Better Website Design, or…

Genesis HansenNewport Beach Public LibraryEureka! Leadership Institute2008/2009

It’s all about the customer.

Customers:

And what do they want?

Who are they?

We have statistics…

…and research.

But we want to know more!

We don’t have to guess.

Surveys,

Card sorting,

give us the feedback we need…

And usability testing

To build a better mousetrap.

Just…

Ask for volunteers…

Make it worth their while…

Listen!

And then…

Bend over backwards…

to help customers succeed.

Simple!

Right?

Not so fast!

Mistakes were

made…Assumptio

ns challenged

.

We had to consider:

•City Government

•Board of Library Trustees

•Library Administration & Staff

•And still remember…

Customers are the primary target!

Our goals:

Where are we now?

Measuring success.

Usability resource list available at:

http://wrongagain.wordpress.com/resources/

Gratuitous baby photo!