redesigning public services: the 21st century library user experience

the 21st Centurylibrary user experience

david lee king • topeka & shawnee county public library • davidleeking.com

Redesigning Public Services

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/

http://www.flickr.com/photos/bestrated1/2621358221/

What has Changed?

Competition

http://www.flickr.com/photos/sir_mervs/2691990934/

?http://www.flickr.com/photos/45688285@N00/46323500/

?http://www.flickr.com/photos/benjamingolub/3059525763/

http://www.flickr.com/photos/rkleine/3567189079/

http://www.flickr.com/photos/rkleine/3567189079/flickr.com/photos/jblyberg/4505413539/

this is a change, too!

experie

nce

design?

ExperienceDesign

UX

Attraction

Engagementinteraction

touchpoints usability

functionality

visual appeal

marketingbranding

Why thinkabout that?

What kind of experienceare they having?

you havevisitors.

right now.

Three paths to experience

flickr.com/photos/didmyself/2354238160/

flickr.com/photos/gdominici/93021919/

Structural Path

Lots of planning!

Focus GroupsLots of planning!

Focus GroupsLots of planning!

ease of use

flickr.com/photos/lulutoo/2951107695/

flickr.com/photos/deansfurniture5/2462980045/

Community Path

digital community experience...

Real Conversation

Invitation

Participation

Sense of Familiarity

Telling our Stories

comments

comments!

tscpl.org

video

blogs facebook

comments

conversation

IM reference

flickr

myspace

youtube

connections

participation

Customer flickr.com/photos/thomashawk/5741775/

Path

flickr.com/photos/eole/3039602094/

sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg

Digital Version?

Commonalities?

Commonalities?

CustomerJourney

Mapping

flickr.com/photos/thetoad01/2317084812/

what’s next?

flickr.com/photos/b-tal/116220689/

Plan yourlibrary experience

flickr.com/photos/ocarchives/3952964087/

#1list

en

flickr.com/photos/94379417@N00/4808475862/

what are they saying about you?

ask

focus groups

flickr.com/photos/francois/404908918/

stats

What is usability?

Live Card Sorting

flickr.com/photos/dunk/152121217/

be snoopy (just a bit)

http://www.flickr.com/photos/librarycommission/5041836636/

flickr.com/photos/ohiouniversitylibraries/3507674990/

#2Impro

ve

Touch P

oints

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 the ordinary

flickr.com/photos/atwj/3425610157/

improve the ordinary

flickr.com/photos/atwj/3425610157/

improve the ordinary

flickr.com/photos/pperdue/3573858061/

flickr.com/photos/pperdue/3573858061/

flickr.com/photos/dbylibrary/2604965614/

x

Check This Out Now!

whichis it?

your process

is showing

flickr.com/photos/poblibrary/2674563551/

your process

is showing

flickr.com/photos/poblibrary/2674563551/

customers first

flickr.com/photos/piet_musterd/1858568495/

go where people gather

flickr.com/photos/beavis/2425374221/

http://flickr.com/photos/gaetanlee/118885175/

The Libraryin your pocket

?

http://flickr.com/photos/gaetanlee/118885175/

know your patrons

#3pesquisaconsumo.blogspot.com/2010_04_01_archive.html

it’s a destination

it’s a destination

interactionis key

flickr.com/photos/pitel/507791613/

your stuff

your staff

Text

actual staff

actual staff

?

listen

it’s a destination

touchpo

ints

what’s next?

flickr.com/photos/b-tal/116220689/

http://www.flickr.com/photos/fling93/115162765/

http://www.flickr.com/photos/jblyberg/4028376129/

model the way

Gauge your staff

http://flickr.com/photos/imagezen/150337240/

Find Champions

communication

communication

communicationcommunicationcommunicationcommunication

communicationcommunication

communication

communicationcommunication

communication

101%

FindingTime

Changing focus

Scheduleyourtime

ask!

http://flickr.com/photos/oberazzi/318947873/

flickr.com/photos/vlastula/1324331546/

flickr.com/photos/29106784@N02/2719649603/

Thank You!

davidleeking.com