the 21st Centurylibrary user experience

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

Redesigning Public Services

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What has Changed?

Competition

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

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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

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Structural Path

Lots of planning!

Focus GroupsLots of planning!

Focus GroupsLots of planning!

ease of use

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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

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Digital Version?

Commonalities?

Commonalities?

CustomerJourney

Mapping

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what’s next?

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Plan yourlibrary experience

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#1list

en

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what are they saying about you?

ask

focus groups

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stats

What is usability?

Live Card Sorting

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be snoopy (just a bit)

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#2Impro

ve

Touch P

oints

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improve the ordinary

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improve the ordinary

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improve the ordinary

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x

Check This Out Now!

whichis it?

your process

is showing

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your process

is showing

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customers first

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go where people gather

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The Libraryin your pocket

?

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know your patrons

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

it’s a destination

it’s a destination

interactionis key

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your stuff

your staff

Text

actual staff

actual staff

?

listen

it’s a destination

touchpo

ints

what’s next?

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model the way

Gauge your staff

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Find Champions

communication

communication

communicationcommunicationcommunicationcommunication

communicationcommunication

communication

communicationcommunication

communication

101%

FindingTime

Changing focus

Scheduleyourtime

ask!

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Thank You!

davidleeking.com