A “user experience” is not a “web experience.” While much of UX work focuses on creating and enhancing web presences, we must remember that users are simply focused on accomplishing their goals. Their work commonly spans both the digital and physical environments. Our job as UX professionals is to help users along their entire journey, wherever it may take them. This means ensuring that our organizations’ various touchpoints are thoughtfully designed and aligned to serve our users at every interaction.
As heads of User Experience departments in large academic libraries (Duke, University of North Carolina, University of Virginia), we’ll discuss how we learn more about our users’ journeys through our virtual and physical spaces, the projects we’ve tackled, and how we negotiate our organizational cultures to strive for seamless user experiences.
What You'll Learn:
- Examples of projects aimed to ensure users have seamless experiences, regardless of how they access our physical or virtual spaces
- Methods to assess the effectiveness of web interfaces and signage designed to aid wayfinding in both physical and virtual spaces
- Techniques for designing and managing multiple user touchpoints in large organizations with numerous channels for accessing services and information
- Ways to achieve buy-in for devoting resources to designing and evaluating the cross-channel user experience