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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.
Citation preview
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
http://www.flickr.com/photos/sir_mervs/2691990934/
?http://www.flickr.com/photos/45688285@N00/46323500/
?http://www.flickr.com/photos/benjamingolub/3059525763/
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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
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Structural Path
Lots of planning!
Focus GroupsLots of planning!
Focus GroupsLots of planning!
ease of use
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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
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sportclips.com/uploadedimages/Photo_Gallery/South%20Carolina%20SC%20Team.jpg
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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flickr.com/photos/dbylibrary/2604965614/
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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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
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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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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/
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Thank You!
davidleeking.com