Redesigning Public Services: The 21st Century Library User Experience
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Redesigning Public Services: The 21st Century Library User Experience

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People don’t want just goods or services from a business anymore - they want a unique, remarkable experience built around those goods or services. It’s the same for your library. Your patrons are ...

People don’t want just goods or services from a business anymore - they want a unique, remarkable experience built around those goods or services. It’s the same for your library. Your patrons are looking for more than a book - they can find that at Walmart, or even in their pocket. They want a unique, useful user experience built around “your stuff.”

User experiences are a strange brew of structure, community, and customers. Today’s savvy librarians need to focus on the full digital and physical experiences patrons have when they make a library visit - so they can quickly find information, make decisions, or participate - creating positive experiences that visitors not only remember but want to share with others. David Lee King explains the customer experience design concept, introduces a range of tools and strategies, and shares experience design best practices.

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Redesigning Public Services: The 21st Century Library User Experience Presentation Transcript

  • 1. RedesigningPublicServices the 21st Century library user experiencedavid lee king • topeka & shawnee county public library • davidleeking.com
  • 2. flickr.com/photos/davidrn/397058915/
  • 3. http://www.flickr.com/photos/jakecaptive/71298126/
  • 4. http://www.flickr.com/photos/jakecaptive/71298126/
  • 5. http://www.flickr.com/photos/jakecaptive/71298126/
  • 6. http://www.flickr.com/photos/jakecaptive/71298126/
  • 7. http://www.flickr.com/photos/jakecaptive/71298126/
  • 8. http://www.flickr.com/photos/jakecaptive/71298126/
  • 9. What has Changed?http://www.flickr.com/photos/bestrated1/2621358221/
  • 10. http://www.flickr.com/photos/sir_mervs/2691990934/Competition
  • 11. http://www.flickr.com/photos/45688285@N00/46323500/ ?
  • 12. ?http://www.flickr.com/photos/benjamingolub/3059525763/
  • 13. http://www.flickr.com/photos/rkleine/3567189079/
  • 14. flickr.com/photos/jblyberg/4505413539/ http://www.flickr.com/photos/rkleine/3567189079/
  • 15. this is a change, too!
  • 16. n c e ie r ? e n p g x sie e d
  • 17. interaction functionalityEngagementtouchpoints UX usability Experience Design Attraction visual appeal marketing branding
  • 18. Why thinkabout that?
  • 19. you have visitors. right now.What kind of experienceare they having?
  • 20. Three pathsto experience flickr.com/photos/didmyself/2354238160/
  • 21. Structural Pathflickr.com/photos/gdominici/93021919/
  • 22. Lots of planning!
  • 23. Lots of planning! Focus Groups
  • 24. Lots of planning! Focus Groups ease of use
  • 25. flickr.com/photos/lulutoo/2951107695/
  • 26. flickr.com/photos/deansfurniture5/2462980045/
  • 27. CommunityPath
  • 28. digital communityexperience...
  • 29. Real Conversation
  • 30. Invitation
  • 31. Participation
  • 32. Sense ofFamiliarity
  • 33. Tellingour Stories
  • 34. comments
  • 35. comments!
  • 36. comments youtube flickr video facebook blogs myspaceIM reference tscpl.org participation conversation connections
  • 37. flickr.com/photos/thomashawk/5741775/Customer Path
  • 38. flickr.com/photos/eole/3039602094/
  • 39. sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg
  • 40. Digital Version?
  • 41. Commonalities?
  • 42. Commonalities?
  • 43. Customer Journey Mappingflickr.com/photos/thetoad01/2317084812/
  • 44. what’s next? flickr.com/photos/b-tal/116220689/
  • 45. Plan yourlibrary experience flickr.com/photos/ocarchives/3952964087/
  • 46. #1 l is t e nflickr.com/photos/94379417@N00/4808475862/
  • 47. what arethey sayingabout you?
  • 48. askflickr.com/photos/francois/404908918/ focus groups
  • 49. stats
  • 50. What is usability?
  • 51. flickr.com/photos/dunk/152121217/Live Card Sorting
  • 52. http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)
  • 53. flickr.com/photos/ohiouniversitylibraries/3507674990/
  • 54. #2 p o Im P v e o nts r i u chTo
  • 55. flickr.com/photos/jrnoded/3340607045/
  • 56. flickr.com/photos/beyondbeauty/4241128107/
  • 57. flickr.com/photos/mmewuji/4386845410/
  • 58. flickr.com/photos/wlscience/4200630845/
  • 59. http://www.flickr.com/photos/92wardsenatorfe/3126053699/ flickr.com/photos/92wardsenatorfe/3126053699/
  • 60. flickr.com/photos/fornal/437703236/
  • 61. flickr.com/photos/picturesofthings/2437232419/
  • 62. improve theordinary flickr.com/photos/atwj/3425610157/
  • 63. improve theordinary flickr.com/photos/atwj/3425610157/
  • 64. improve theordinary flickr.com/photos/pperdue/3573858061/
  • 65. flickr.com/photos/pperdue/3573858061/
  • 66. flickr.com/photos/dbylibrary/2604965614/
  • 67. Check This Out Now! x
  • 68. whichis it?
  • 69. flickr.com/photos/poblibrary/2674563551/ your processis showing
  • 70. flickr.com/photos/poblibrary/2674563551/ your processis showing
  • 71. customers firstflickr.com/photos/piet_musterd/1858568495/
  • 72. go whereflickr.com/photos/beavis/2425374221/ people gather
  • 73. http://flickr.com/photos/gaetanlee/118885175/
  • 74. The Libraryin your pocket
  • 75. ?
  • 76. http://flickr.com/photos/gaetanlee/118885175/
  • 77. know your patrons
  • 78. #3 pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestina tion
  • 79. it’s adestina tion
  • 80. interac tion is key
  • 81. flickr.com/photos/pitel/507791613/
  • 82. yourstuff
  • 83. yourstaff
  • 84. Textactual staff
  • 85. actual staff
  • 86. ?
  • 87. t e n t s l is p o in u c h t o it’s adestina tio n
  • 88. what’s next? flickr.com/photos/b-tal/116220689/
  • 89. http://www.flickr.com/photos/fling93/115162765/
  • 90. model the way/www.flickr.com/photos/jblyberg/4028376129/
  • 91. Gauge your staff http://flickr.com/photos/imagezen/150337240/
  • 92. FindChampions
  • 93. communica communication communicatioommunicationcommunicat mmunication communicationmmunication communication ommunication communicationommunication
  • 94. 101%
  • 95. FindingTime
  • 96. Changing focus
  • 97. Schedule your time
  • 98. ask! http://flickr.com/photos/oberazzi/318947873/
  • 99. flickr.com/photos/vlastula/1324331546/
  • 100. flickr.com/photos/29106784@N02/2719649603/
  • 101. Thank You!davidleeking.com