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.

1. Redesigning
Public
Services
the 21st Century
library user experience
david lee king • topeka & shawnee county public library • davidleeking.com

2. flickr.com/photos/davidrn/397058915/

3. http://www.flickr.com/photos/jakecaptive/71298126/

4. http://www.flickr.com/photos/jakecaptive/71298126/

5. http://www.flickr.com/photos/jakecaptive/71298126/

6. http://www.flickr.com/photos/jakecaptive/71298126/

7. http://www.flickr.com/photos/jakecaptive/71298126/

8. http://www.flickr.com/photos/jakecaptive/71298126/

9. What has Changed?
http://www.flickr.com/photos/bestrated1/2621358221/

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

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

12. ?
http://www.flickr.com/photos/benjamingolub/3059525763/

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

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

25. Why think
about that?

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/

35. Lots of planning!

36. Lots of planning!
Focus Groups

37. Lots of planning!
Focus Groups
ease of use

38. flickr.com/photos/lulutoo/2951107695/

39. flickr.com/photos/deansfurniture5/2462980045/

40. Community
Path

42. digital community
experience...

43. Real Conversation

44. Invitation

45. Participation

46. Sense of
Familiarity

47. Telling
our Stories

51. comments

52. comments!

56. comments youtube
flickr
video
facebook
blogs
myspace
IM reference
tscpl.org
participation conversation
connections

57. flickr.com/photos/thomashawk/5741775/
Customer
Path

58. flickr.com/photos/eole/3039602094/

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

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

80. What is usability?

81. flickr.com/photos/dunk/152121217/
Live Card
Sorting

83. http://www.flickr.com/photos/librarycommission/5041836636/
be snoopy
(just a bit)

84. flickr.com/photos/ohiouniversitylibraries/3507674990/

85. #2 p o
Im P
v e
o nts
r i
u ch
To

86. flickr.com/photos/jrnoded/3340607045/

87. flickr.com/photos/beyondbeauty/4241128107/

88. flickr.com/photos/mmewuji/4386845410/

89. flickr.com/photos/wlscience/4200630845/

90. http://www.flickr.com/photos/92wardsenatorfe/3126053699/
flickr.com/photos/92wardsenatorfe/3126053699/

91. flickr.com/photos/fornal/437703236/

92. flickr.com/photos/picturesofthings/2437232419/

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/

96. flickr.com/photos/pperdue/3573858061/

99. flickr.com/photos/dbylibrary/2604965614/

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

105. customers first
flickr.com/photos/piet_musterd/1858568495/

106. go where
flickr.com/photos/beavis/2425374221/
people gather

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

112. The Library
in your pocket

113. ?

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

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

124. flickr.com/photos/pitel/507791613/

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/

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

137. model the way
/www.flickr.com/photos/jblyberg/4028376129/

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/

148. flickr.com/photos/vlastula/1324331546/

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

150. Thank You!
davidleeking.com