While it’s not always the case, on those occasions when I come across a position description for a user experience librarian or hear an existing user experience librarian describe his or her job, it primarily comes across as a description of a usability professional. By that I mean someone with expertise in designing, evaluating or [...]

Despite making multiple references to touchpoints in past DBL posts and in presentations, it is a real challenge to find any substantive information about touchpoints. What is their significance in the user experience and what do we know about assessing and improving what happens at the touchpoints across our service operations. Yes, you can find [...]