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Clearing the path for digital asset management: Removing obstacles to enhance user experience
Journal of Digital Media Management,
12
(2),
102-115
(2023)
Abstract
Digital asset management (DAM) entails more than just software implementation and administration as it requires building relationships with users at all stages of programme development. By treating users as customers, we can use customer service principles to foster loyalty and goodwill. This approach also helps us focus our efforts where it matters — removing blockers for our customers. This paper describes specific ways to consider customer needs through a standardised approach that supports customer loyalty and reduces effort.
Keywords: user experience; user interface; DAM administration; customer journey; user research; onboarding; system design; customer service
The full article is available to subscribers to the journal.
Author's Biography
Amy Currans is a digital asset manager for Global Marketing Operations at Google. She has a diverse background, having navigated both client and company perspectives. With experience ranging from small nonprofits to Fortune 50 giants, she excels in deploying digital asset management and Enterprise Content management environments. Having previously contributed her expertise at PetSmart and Amazon, Amy’s current role continues her journey of optimising digital ecosystems.
Pauline Lopez is a lead digital asset manager at Amazon Devices, where she focuses on guiding the strategy and vision for digital asset management systems and optimising creative, production and marketing workflows. Her prior experience encompasses roles at Old Navy, Shutterstock, Walker Art Center, and other prominent museums and archives.
