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Contents Acknowledgments About the Web Page Introduction Chapter 1: Welcome to the Experience Economy Silver Dollar City Buying an Apple What Is Experience? Digital Experience What Experience Does for Customers Ultimate Goal Part I: Structural Focus Chapter 2: What Is Structural Focus? Planning Before Building Choosing the Building Material The Infrastructure The Experience The Icing on the Cake Structure Is Experience Chapter 3: Elements of Digital Experience Design Jesse James Garrett¿s Elements of User Experience David Armano¿s Experience Map 37signals¿ Getting Real Chapter 4: Information Architecture and Usability: Experience-Focused Design Experience Elements of Information Architecture Usability and Experience Design Information Architecture, Usability, and Experience Part II: Community Focus Chapter 5: What Is Community Focus? Example from a Public Library Digital Interaction Tagging Starts Conversation Mashing Up Digital Conversations Amazon.com¿s Community-Focused Experience Participation Twitter and Community Digital Experience Chapter 6: Emerging Tools for the Digital Community Blogs Wikis Flickr Videocasting Chapter 7: Community Building Through Invitation Invitation and Participation in Digital Spaces Invitations in Blogs Invitations in Wikis Invitations in Social Networking Tools Asking via Focus Groups, Surveys, and Analytics Chapter 8: Community Building Through Social Networking Experience and Community Flickr MySpace YouTube Facebook Twitter What Next? Part III: Customer Focus Chapter 9: What Is Customer Focus? Customer-Focused Experience Digital Customer Experience Chapter 10: Staging and Theming Digital Experiences Home Depot Build-A-Bear Workshop Webkinz PBS Kids Starbucks Commonalities Chapter 11: Customer Journey Mapping and Personas Customer Journey Mapping Personas Chapter 12: Customer Focus Ideas Improving the Ordinary Updating Dinosaurs Merit Badging Chapter 13: The Next Step Work on Those Websites Create Some Experience Stages Work on Conversation Work on Organizational Change Resources and Recommended Reading Glossary About the Author Index
Library of Congress Subject Headings for this publication:
Web sites -- Design.