Cesta službou – registrace nových čtenářů Moravské zemské knihovny

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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	Cesta_sluzbou.pdf
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.
Related projects:	Design Thinking Action Lab 2017: informační chování a aplikovaný design