WSM 2015 Slides

Voice of the Customer

Description of customer segment (e.g., size, type)  Medical librarians working in medical schools, teaching hospitals, and non- teaching hospitals

What pain points or needs did you observe?

Supporting quotes from customer research/interviews highlighting need and willingness to pay  “I would like to be able to deliver Dr. Barash’s book to the residents electronically. . . It is somewhat difficult to read . . . on the Ovid ebook platform.”  “ to click a link in your textbook to put you to another [refresher] textbook would be amazing. People would do that! ”  “having a textbook page such as this [HL concept] would likely encourage residents to use books more than they currently do, given the ease of access and linkage to other resources. “

Librarian (buyer)

 Budgets generally flat or decreasing  Dislike of large collections  Interest in providing multimedia  Offline and mobile access important  Residents rely excessively on UTD  Number of resources overwhelming  UTD is one opinion, residents don’t question it  Helping residents make connections, e.g., didactic and clinical; across rotations  Very little $ for discretionary purchase  Good questions for board review  Textbooks still valuable, but print is not portable  Offline access critical

Program Director (Residency Director too) (influencer)

 Residency program directors seeking to support resident

learning and resources for curriculum

Resident (user)

 “A textbook is still the most efficient way we have to learn information . . . a portal that organizes the information better would make sense.”

 End user, looking for content to support learning, clinical decisions, and board prep

 “The LWW Solution sites were difficult to navigate.”

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