Lesson 5 Resources Development of Experiential Web sites This assessment tool provides a systematic way to evaluate and improve the 3Is of your business Web site, to better contribute to the 4Es, and to reinforce value from the 4Ps of the business.

Experience Economy Strategies Reflected in Web site Information Design

The first of the 3Is, Information, pertains to the written or verbal content of the Web site. The Information content can:

• Provide details about the business, such as its background history, mission, location, or policies;
• Provide details about business offerings; and
• Provide details about the experiential value offered by the business.

Web sites have some information in common, such as business location, contact information, business hours, descriptions of goods or services offered, and privacy policies.  This information must be accurate, current, concise but with sufficient detail, easy to understand, and relevant to the customer (Kim & Fiore, 2002).  However, when emphasizing each of the 4Es on a Web site, subject matter, source, and style of expression may vary.

• Subject matter is the topic of the information.  For instance, details of a beautiful setting created by properties or product presentations (from Module 4) would be important subject matter for a business offering and emphasizing an Esthetic experience.

• Source is the creator of the Information. Although personnel of the firm frequently create information for the Web site, customers or experts who talk about experiences with the business offerings or related subject matter can also be sources of information. Expert information can be taken from many sources such as restaurant reviews, travel guides, and product reviews found in various media. Bloggers, who have expert knowledge in an area and share their knowledge or opinions over the Internet on a regular basis, may be a new source of Information to consider.

• Style of expression is the way Information is delivered. For instance, information can be presented in a poetic style rather than a matter-of-fact style.
• Example:
• Poetic style - “Guests sleep snuggly under a lofty cloud of chenille- encased goose down.”
• Matter-of-fact style - “Beds have down comforters.”