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.