Client experience comparison
People have always expected a high-quality customer experience when visiting any destination and these expectations remain high when
visiting an online platform. Furthermore, within a rapidly changing digital world, this also means that constantly evolving user expectations must be met. The Department of Internal Affairs (2020, p. 13) states that “Society and people’s needs are changing faster, and we must be able to respond and adapt quickly”.
To meet these expectations, several elements contribute to achieving overall customer satisfaction. Design, accessibility, and how customers are engaged are critical components to the success of any website or social media platform. These components form part of a set of guidelines provided by the World Wide Web Consortium which ensures equal access to all users including those with disabilities (W3C, 2018). The following table provides a brief description of how three libraries from around the world are meeting customer experience needs.
| Hong Kong Public Libraries | New York Public Library | National Library of Australia | |
|
Design
|
When accessed via mobile device the layout changes to a series of drop-down menus which loses visual appeal. A functional yet visually unappealing website. | Visually appealing. Headings are used to categorise information which makes it easy to find what you are looking for. | Functional, uncomplicated design. Easy to find information. |
| Accessibility | Option for the mobile version is clear at the top of the desktop page. However, the desktop version is still very functional on a mobile device. Clear option to change the size of the font on the page. Search function. | The website automatically changes to the mobile version on a mobile device. Appearance remains similar on both desktop and mobile versions.
Easy site navigation. Search function. |
The website automatically changes to the mobile version on a mobile device. Appearance remains similar on both desktop and mobile versions. Search function. |
| Engagement & activity | Provides a ‘last revision date’ at the bottom of the page. Information is very current. Links to various social media platforms. ‘Ask a librarian’ link. | The copyright at the bottom of the page states 2022 but no regular revision date is provided. Have current events listed. Links to some social media platforms but not as many as the other websites. ‘Ask a librarian’ link. | No obvious website’s last updated information, however, the information is updated regularly and highlights current events. Links to various social media platforms. ‘Ask a librarian’ link. |
When I think about what I look for when I access a website or social media platform, I am initially drawn to the physical appearance. Then I look at how easy it is to find the information I’m looking for. I need the information to be up-to-date and it’s reassuring to know that someone is regularly maintaining the site. The provision of accurate information that is updated regularly reassures users that the website is well cared for with current, relevant information (Dalhousie University, n.d.). Of these three institutions, I suggest the New York Public Library has the most visually appealing and functional website. It has easily accessible information, which is current, accurate, and updated regularly. These components have all contributed to a positive client experience on The New York Public Library website.
References
Dalhousie University. (n.d.). 6 criteria for websites. Dalhousie University. https://cdn.dal.ca/content/dam/dalhousie/pdf/library/CoreSkills/6_Criteria_for_Websites.pdf
Department of Internal Affairs. (2020). Strategy for a digital public service. Department of Internal Affairs. https://www.digital.govt.nz/assets/Digital-government/Strategy/Strategy-for-a-Digital-Public-Service.pdf
Elijas, E. (2021). A top shot of a cup of coffee on brown envelopes [Photograph]. Pexels. https://www.pexels.com/photo/a-top-shot-of-a-cup-of-coffee-on-brown-envelopes-6956182/
Hassan, M. (n.d.). Survey [Image]. Pixabay. https://pixabay.com/illustrations/survey-feedback-poll-employee-3957027/
W3C. (2018). Web Content Accessibility Guidelines (WCAG) 2.1. W3C. https://www.w3.org/TR/WCAG21/