This document discusses redesigning public services like libraries for the 21st century. It notes that libraries now face more competition and must improve the user experience. It suggests three paths for the user experience: structural changes like ease of use, a community experience through participation and conversation, and understanding the customer journey. It recommends libraries listen to users, improve small things, meet users where they are, make the library a destination, focus on interaction and staff, and find champions to help change focus.