Publication details

Cesta službou – registrace nových čtenářů Moravské zemské knihovny

Title in English Customer journey map – registration of new readers of the Moravian Library
Authors

KOCUREK Josef MORAVČÍKOVÁ Veronika SENČAKOVÁ Olga STROUHAL Lukáš TULINSKÁ Hana

Year of publication 2017
Type Article in Periodical
Magazine / Source ProInflow
MU Faculty or unit

Faculty of Arts

Citation
Web http://www.phil.muni.cz/journals/index.php/proinflow/article/view/1617
Field Documentation, library studies, information management
Keywords customer journey map; Human-Centered design; Moravian Library; User registration
Attached files
Description This article presents customer journey map in the process of the new users' registration in the Moravian Library. For its making, a research of the registration process has been conducted. The research applies three different qualitative methods – semi-structured interview, shadowing and user testing of form. The article describes the customer journey map itself, deficiencies discovered in the process, and points which contribute to the user's satisfaction. The conclusion provides recommendations for introducing changes.
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