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

  • RedesigningPublicServices the 21st Century library user experiencedavid lee king • topeka & shawnee county public library • davidleeking.com
  • flickr.com/photos/davidrn/397058915/
  • http://www.flickr.com/photos/jakecaptive/71298126/
  • http://www.flickr.com/photos/jakecaptive/71298126/
  • http://www.flickr.com/photos/jakecaptive/71298126/
  • http://www.flickr.com/photos/jakecaptive/71298126/
  • http://www.flickr.com/photos/jakecaptive/71298126/
  • http://www.flickr.com/photos/jakecaptive/71298126/
  • What has Changed?http://www.flickr.com/photos/bestrated1/2621358221/
  • http://www.flickr.com/photos/sir_mervs/2691990934/Competition
  • http://www.flickr.com/photos/45688285@N00/46323500/ ?
  • ?http://www.flickr.com/photos/benjamingolub/3059525763/
  • http://www.flickr.com/photos/rkleine/3567189079/
  • flickr.com/photos/jblyberg/4505413539/ http://www.flickr.com/photos/rkleine/3567189079/
  • this is a change, too!
  • n c e ie r ? e n p g x sie e d
  • interaction functionalityEngagementtouchpoints UX usability Experience Design Attraction visual appeal marketing branding
  • Why thinkabout that?
  • you have visitors. right now.What kind of experienceare they having?
  • Three pathsto experience flickr.com/photos/didmyself/2354238160/
  • Structural Pathflickr.com/photos/gdominici/93021919/
  • Lots of planning!
  • Lots of planning! Focus Groups
  • Lots of planning! Focus Groups ease of use
  • flickr.com/photos/lulutoo/2951107695/
  • flickr.com/photos/deansfurniture5/2462980045/
  • CommunityPath
  • digital communityexperience...
  • Real Conversation
  • Invitation
  • Participation
  • Sense ofFamiliarity
  • Tellingour Stories
  • comments
  • comments!
  • comments youtube flickr video facebook blogs myspaceIM reference tscpl.org participation conversation connections
  • flickr.com/photos/thomashawk/5741775/Customer Path
  • flickr.com/photos/eole/3039602094/
  • sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg
  • Digital Version?
  • Commonalities?
  • Commonalities?
  • Customer Journey Mappingflickr.com/photos/thetoad01/2317084812/
  • what’s next? flickr.com/photos/b-tal/116220689/
  • Plan yourlibrary experience flickr.com/photos/ocarchives/3952964087/
  • #1 l is t e nflickr.com/photos/94379417@N00/4808475862/
  • what arethey sayingabout you?
  • askflickr.com/photos/francois/404908918/ focus groups
  • stats
  • What is usability?
  • flickr.com/photos/dunk/152121217/Live Card Sorting
  • http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)
  • flickr.com/photos/ohiouniversitylibraries/3507674990/
  • #2 p o Im P v e o nts r i u chTo
  • flickr.com/photos/jrnoded/3340607045/
  • flickr.com/photos/beyondbeauty/4241128107/
  • flickr.com/photos/mmewuji/4386845410/
  • flickr.com/photos/wlscience/4200630845/
  • http://www.flickr.com/photos/92wardsenatorfe/3126053699/ flickr.com/photos/92wardsenatorfe/3126053699/
  • flickr.com/photos/fornal/437703236/
  • flickr.com/photos/picturesofthings/2437232419/
  • improve theordinary flickr.com/photos/atwj/3425610157/
  • improve theordinary flickr.com/photos/atwj/3425610157/
  • improve theordinary flickr.com/photos/pperdue/3573858061/
  • flickr.com/photos/pperdue/3573858061/
  • flickr.com/photos/dbylibrary/2604965614/
  • Check This Out Now! x
  • whichis it?
  • flickr.com/photos/poblibrary/2674563551/ your processis showing
  • flickr.com/photos/poblibrary/2674563551/ your processis showing
  • customers firstflickr.com/photos/piet_musterd/1858568495/
  • go whereflickr.com/photos/beavis/2425374221/ people gather
  • http://flickr.com/photos/gaetanlee/118885175/
  • The Libraryin your pocket
  • ?
  • http://flickr.com/photos/gaetanlee/118885175/
  • know your patrons
  • #3 pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s adestina tion
  • it’s adestina tion
  • interac tion is key
  • flickr.com/photos/pitel/507791613/
  • yourstuff
  • yourstaff
  • Textactual staff
  • actual staff
  • ?
  • t e n t s l is p o in u c h t o it’s adestina tio n
  • what’s next? flickr.com/photos/b-tal/116220689/
  • http://www.flickr.com/photos/fling93/115162765/
  • model the way/www.flickr.com/photos/jblyberg/4028376129/
  • Gauge your staff http://flickr.com/photos/imagezen/150337240/
  • FindChampions
  • communica communication communicatioommunicationcommunicat mmunication communicationmmunication communication ommunication communicationommunication
  • 101%
  • FindingTime
  • Changing focus
  • Schedule your time
  • ask! http://flickr.com/photos/oberazzi/318947873/
  • flickr.com/photos/vlastula/1324331546/
  • flickr.com/photos/29106784@N02/2719649603/
  • Thank You!davidleeking.com