Skip to Main Content

Customer Journey Mapping Project: Scenario No. 3

Core Service-Use A Specific Database to Find a Full-Text Article Online

Scenario No. 3: 

 

You are enrolled in PSY 1200.

 

In order to learn how to use empirical evidence to draw sound conclusions about behavior, you will be asked to find at least 1 article per week in the discipline of psychology throughout the length of the course.   The topic this week concerns motivation.


Find a full-text article on this topic in the PsycINFO database.

 

Action Plan

Recommendations for Improvement:

Basic/Practical(easily and quickly implemented)

  • Change display for library databases on homepage-make it more prominent-In regards to bolding the heading Scott Goldstein reported that (I'd rather rethink placement and presentation than resort to bolding stuff) Under Find on the library homepage, the link Databases/E-Research Tools has been changed to All Library Databases, which eliminates confusion about what is a database and an e-research tool and hopefully, clearly states where to go to get to the complete list of databases-Completed-October 2015
  • Add chat box to article databases web page: Update-‘proactive’ chatting has been added to the main Articles Databases and E-Research Tools page. This means that after 15 seconds on that page, a chat will appear asking students if they need help-Completed-September 2014

 

Higher Level (enhancements implemented over a longer period)

  • Supply student with on-demand search help (pop-up window, bubble, with quick search tips)-Update-proactive’ chatting has been added to the main Articles Databases and E-Research Tools page. This means that after 15 seconds on that page, a chat will appear asking students if they need help-Completed-September 2014; What else can we do?

 

Interpretation Table

Number

Task

Completion

Touch Points

Ideas/

Suggestions

Pain Points

Emotions

Moments

of

Truth

1

Completed

●desk-top computer

●website

●PsycINFO

●PDF

none

none

●happy

●happy

●happy

●easy

 

2

Completed

●desk top computer

●website

●PsycINFO

●PDF

 

●worried

●worried

 

3

 

Completed

●desk-top computer

●Website

●database?

 

 

●e-mail function

 

 

●Make databases more findable

●Have ideas about how to search

 

●waiting

●confused

●easy

●waiting

●confused

●surprise

●thinking

●easy

 

Students needed database search help and had trouble finding the databases.

4

Completed

●desk-top computer

●website

●PsycINFO

●e-mail function

 

●worried

●confused

●worried

●confused

●surprise

●happy

●easy

●cool

●relief

 

Bridge Strategic Plan connections

Library Bridge Strategic Plan 2013-2015

Learning Objective 2.1; Effectiveness Objective 5

Coordinator of Access & Public Services

Profile Photo
Ken Johnson
Contact:
Coordinator of Access & Public Services
Appalachian State University
Belk Library & Information Commons
ASU Box 3206 Boone, NC 28608
828 262-2776
Website