Next week, I start a new job in a government library. As I bid farewell to the multi-national mega-chain retail cafe, I want to write a few posts about customer service and library user experience.
There was a recent Globe and Mail article about choice and customer experience. It boiled down to this:
A myth I often deal with is: “Our customers want lots of choices, and the ability to customize.”…
Big consumer myth No. 2 relates to customization, specifically to companies believing that customers want to customize products. This myth is tied directly back to the logic around consumer choice limitation as a good thing…
Offering your customers more choices, whether in products or features, and the ability to customize will likely not do them, or you, any favours. Having the courage to limit choice, and taking the time to create a personalization path, can create a more favourable customer experience, and may just increase your sales.[full article here]
Are libraries embracing too much customisation? Is this interfering with user experience?