A few months after I arrived, I asked staff to step forward and volunteer for a team to see our programs and services and buildings through the eye of the user. That's not an easy assignment, especially when you've been working for a long time in the same building. We all tend to get used to our environment and get accustomed to "how things are."
Linda, Joe, Tom, Jill, Ellen, Donna, and Sandy met several times and celebrated the reasons they are proud of KPL, then boldly confessed to the things they wished we could change. They examined the comments collected through the Library Impact Survey and made recommendations that have improved the customer experience. Here are some examples of UX Team innovations:
1. Patrons can now pay with debit or credit cards.
2. Patrons aren't blocked from library use until they reach $10 in fines.
3. Patrons receive an email warning that their accounts need updated, preventing our electronic users from a surprise when they are downloading ebooks.
4. Phone etiquette is more standardized.
5. Circulation staff have permission to place reserves when prompted by patrons.
6. We are doing a lot of marketing.
7. A new website will be revealed early fall.
8. We have a very popular electronic newsletter.
9. Our bandwidth increased at all branches.
10. The Big Weed is happening so we can open up space for classes, and other community interaction.
11. We have Zinio on tablets for the public to play with.
12. Our signage is being upgraded.
Our next phase of work begins with spaces. I'm inviting the team to join me at the Northside Library this coming Tuesday at 9am and walk through the building from a user perspective. Each team member will be given a persona from which to evaluate the space and services. So, Joe may be a college student, Tom a businessman and Donna a young mother, etc. Should be fun. We'll let you know what insights we gather from this exercise.
This User Experience Team will soon be passing the torch to new participants. So far, Brandi, Dana, JeTaun, Katie, Shawn, Sean have volunteered for Team 2. That leaves room for 4 new members. If you'd like to get involved, please drop me an email telling me why you're interested. Commitment isn't huge- anyone can fit it into their schedule. I hope to hear from you.
Barb
This User Experience Team will soon be passing the torch to new participants. So far, Brandi, Dana, JeTaun, Katie, Shawn, Sean have volunteered for Team 2. That leaves room for 4 new members. If you'd like to get involved, please drop me an email telling me why you're interested. Commitment isn't huge- anyone can fit it into their schedule. I hope to hear from you.
Barb
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