Journey maps and customer hacks: redesigning services at

Journey maps and customer hacks: redesigning services at

Journey maps and customer hacks: redesigning services at the State Library Victoria Ben Conyers and Bridie Flynn ALIA Information Online, February 2015 Overview

Why we redesigned our services Our service design approach Staff ideas and input Customer ideas and input What we learnt Opportunities Our service principles Overview of our new service model Making changes to our services P2

Why we redesigned our services "Melbourne has changed, and the library has changed with it. staff member P3 Our service design approach To ensure our service model: meets our customers needs

is cost effective supports the Librarys broader visitor experience objectives builds customer satisfaction and engagement aligns staff skills and capabilities with the needs of customers

integrates our approach to service delivery increases the uptake of self-service by our customers P4 Our service design approach 12 1. 2. 3.

week joint project in 4 stages: Research & observation Opportunities Concepts 4. Future state model P5 How we did it P6 Staff ideas and input Around 150 Library staff were involved:

workshops interviews and informal questions lunchtime information sessions concept prototyping and feedback team and divisional meetings email feedback P7 Customer ideas and input P8 What we learnt

"I think it's so vibrant now - you never used to see a child in here - staff member "30 kids walking around at the same time makes too much noise "At times it would be useful to have a team of six - at other times we're twiddling our thumbs - staff member

- staff member P9 What we learnt Tensions: conflicts between different services and visitor needs impacts of poor signage barriers to entry, eg bags policy, security architectural constraints congestion and demand on services and spaces promotion and access to the collection

browsing and navigating the collection inefficient, difficult or hard to understand processes lack of spaces for visitors with specific needs access to staff expertise P10 Opportunities

A more welcoming experience for visitors Better orientate visitors within the library Clearly explain the purpose of the library and its services Enable visitors to self-serve Better align visitor enquiries with staff expertise Simplify access to the librarys collection and encourage use Create stronger links between collection and non-collection services Better address the needs of visitors using the library as a place of work

Create ongoing engagement with the library P11 Service design principles The collection at the heart of the library

The library is a place for everyone Make the entire collection accessible to the public Services should be available physically and digitally Connect customers with the right expertise at their point of need Customers will empower themselves and each other Actively monitor and measure customer interactions and adjust our services accordingly Charge for our services where appropriate and charge appropriately for our services P12 Our new service model The model includes: Zones

Service principles Simplified processes Service concepts and their main features Suggested floorplan P13 Our new service model P14 Making changes to our services

Redesigning the welcome zone Placing more trust in our customers Uniforms Single service point Zoned approach P15 Questions? Journey maps and customer hacks: redesigning services at the State Library Victoria

Ben Conyers and Bridie Flynn ALIA Information Online, February 2015

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