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 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.

Redesigning Public Services: The 21st Century Library User Experience

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

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