The Communities of Practice

Joint Research Centre
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User Experience

  • User experience

    How do you ensure a user-centric experience for the tasks (you want) members (want) to do in the community?

  • Experience design

    What are the community's personas and their user requirements, as well as the pain points to address?

  • Support

    What processes and content do you need to put in place to provide support?

In the context of a community (of practice), we understand user experience to be members’ and the community ecosystem’s experience of/with the community’s operational model. This includes:

  • the community processes and practices,
  • the community’s methods for organisation,
  • the digital tools used and the way community members use them.

All of the above have a profound impact on the community’s success. A user can be a community member, community leader, sponsor or anyone else within or outside the community who benefits from the community. Mature, advanced communities are much more than a support forum. They thrive because they engage people and encourage them to share knowledge, experiences and resources.

When you care about community members’ experience and acquire feedback on the quality of the community’s online and ‘in real life’ environments, you ensure community engagement. Integrating all of the discovered elements of the users’ experiences and avoiding confusion are key to designing user-centric experiences. This ensures that users experience the right flow of support and information, and increases online interoperability.

This section and the accompanying visual board will guide you on how to design a thriving user-centric experience for your community.

You will learn:

  1. how to define and work with personas
  2. how to identify and act on community member levels of satisfaction/concern with the workings of the community
  3. how to gauge what member support is needed
  4. how to revise/adapt user experience approaches based on satisfaction/importance levels