Redesigning Public Services: The 21st Century Library User Experience
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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.
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Redesigning Public Services: The 21st Century Library User Experience
- 1. Redesigning Public Services the 21st Century library user experience david lee king • topeka & shawnee county public library • davidleeking.com
- 16. flickr.com/photos/jblyberg/4505413539/ http://www.flickr.com/photos/rkleine/3567189079/
- 20. this is a change, too!
- 21. n c e ie r ? e n p g x si e e d
- 24. interaction functionality Engagement touchpoints UX usability Experience Design Attraction visual appeal marketing branding
- 26. you have visitors. right now. What kind of experience are they having?
- 30. Three paths to experience flickr.com/photos/didmyself/2354238160/
- 31. Structural Path flickr.com/photos/gdominici/93021919/
- 36. Lots of planning! Focus Groups
- 37. Lots of planning! Focus Groups ease of use
- 40. Community Path
- 44. Invitation
- 45. Participation
- 51. comments
- 52. comments!
- 56. comments youtube flickr video facebook blogs myspace IM reference tscpl.org participation conversation connections
- 60. Digital Version?
- 61. Commonalities?
- 62. Commonalities?
- 63. Customer Journey Mapping flickr.com/photos/thetoad01/2317084812/
- 69. what’s next? flickr.com/photos/b-tal/116220689/
- 70. Plan your library experience flickr.com/photos/ocarchives/3952964087/
- 71. #1 l is t e n flickr.com/photos/94379417@N00/4808475862/
- 73. what are they saying about you?
- 78. ask flickr.com/photos/francois/404908918/ focus groups
- 79. stats
- 83. http://www.flickr.com/photos/librarycommission/5041836636/ be snoopy (just a bit)
- 85. #2 p o Im P v e o nts r i u ch To
- 90. http://www.flickr.com/photos/92wardsenatorfe/3126053699/ flickr.com/photos/92wardsenatorfe/3126053699/
- 93. improve the ordinary flickr.com/photos/atwj/3425610157/
- 94. improve the ordinary flickr.com/photos/atwj/3425610157/
- 95. improve the ordinary flickr.com/photos/pperdue/3573858061/
- 101. Check This Out Now! x
- 102. which is it?
- 103. flickr.com/photos/poblibrary/2674563551/ your process is showing
- 104. flickr.com/photos/poblibrary/2674563551/ your process is showing
- 106. go where flickr.com/photos/beavis/2425374221/ people gather
- 112. The Library in your pocket
- 113. ?
- 115. know your patrons
- 116. #3 pesquisaconsumo.blogspot.com/2010_04_01_archive.html it’s a destina tion
- 117. it’s a destina tion
- 122. interac tion is key
- 126. your stuff
- 127. your staff
- 128. Text actual staff
- 129. actual staff
- 130. ?
- 131. t e n t s l is p o in u c h t o it’s a destina tio n
- 132. what’s next? flickr.com/photos/b-tal/116220689/
- 139. Gauge your staff http://flickr.com/photos/imagezen/150337240/
- 140. Find Champions
- 141. communica communication communicatio ommunicationcommunicat mmunication communication mmunication communication ommunication communication ommunication
- 142. 101%
- 144. Finding Time
- 145. Changing focus
- 146. Schedule your time
- 147. ask! http://flickr.com/photos/oberazzi/318947873/