This document discusses experience design and three paths to creating digital experiences: structural, community, and customer. The structural path focuses on site organization and usability. The community path involves creating digital spaces for conversation and participation. The customer path examines a customer's journey and looks for ways to improve and surprise customers through the digital experience. The overall goal is to connect customers and facilitate real conversation through the design of the digital experience.

1. Designing the
Digital Experience
David Lee King
Topeka & Shawnee County Public Library
davidleeking.com

2. what is
experience?

3. experience design?
“an approach to
creating successful
experiences for people
in any medium”
- Nathan Shedroff

4. http://flickr.com/photos/dragnfly78/220689303/
American
Girl

6. Three
paths to
experience
http://flickr.com/photos/didmyself/2354238160/

7. Structural
Path
http://flickr.com/photos/gdominici/93021919/

8. http://flickr.com/photos/angrykeyboarder/2316631084/
http://flickr.com/photos/maproomsystems/2872203555/

9. http://headrush.typepad.com/creating_passionate_users/2006/02/its_the_stupid.html

10. three
approaches to
structure

12. http://flickr.com/photos/7855449@N02/2780452644/

13. http://flickr.com/photos/liewcf/467408934/
Getting Real, by 37signals

15. Skipping down the
structured path
look at your site with critical eyes
think about the potholes
Big goal:
don’t make me think

16. Community
Path

17. http://flickr.com/photos/rwhitlock/1422242668/

18. digital community
experience...

19. Real Conversation

20. Invitation

21. Participation

22. Sense of
Familiarity

23. Telling our Stories
http://flickr.com/photos/bjackrian/2111462650/

26. comments youtube
flickr
video
facebook
blogs
myspace
IM reference
tscpl.org
participation conversation
connections

27. http://flickr.com/photos/thomashawk/5741775/
Customer
Path

28. http://flickr.com/photos/jamesyu/366732085/

29. http://www.sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg

30. Digital Version?

31. Commonalities?

32. Commonalities?

33. Customer
Journey
Mapping
http://flickr.com/photos/thetoad01/2317084812/

38. improving the ordinary
http://flickr.com/photos/rvettese/264579764/ http://flickr.com/photos/goatopolis/189188667/

40. Surprise
&
Delight

46. what’s next?
http://flickr.com/photos/b-tal/116220689/

47. connect
the
customer...

48. Create an
experience stage
http://flickr.com/photos/kgradinger/2095191253/

49. Create an
experience stage
http://flickr.com/photos/kgradinger/2095191253/

50. Work on Conversation
http://flickr.com/photos/damiel/221166778/

51. http://flickr.com/photos/spursfan_ace/2328879637/
http://flickr.com/photos/twcollins/867628074/

52. Thank you!
davidleeking.com