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