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Erin Seman Kirk Monpas Leslie Mollner Roarke Thornswood
"When we are all dead and gone, the sun will still shine, the rain will fall, and this railroad will run as usual.”
— James J Hill
Improving the James J. Hill Center Patron Experience Erin Kirk - - PowerPoint PPT Presentation
Improving the James J. Hill Center Patron Experience Erin Kirk - - PowerPoint PPT Presentation
Improving the James J. Hill Center Patron Experience Erin Kirk Leslie Roarke Seman Monpas Mollner Thornswood "When we are all dead and gone, the sun will still shine, the rain will fall, and this railroad will run as usual.
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James J. Hill Center
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“A library without books was
- nce unthinkable. Now it
seems almost inevitable.”
— Michael Agresta / Slate Magazine
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No government funding Maintain level of mission-based earnings Lean staff Constraints on physical changes
Hill Specific Challenges
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What’s working well?
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100% likely/very likely to recommend to a friend
100% likely/very likely to utilize in the future 86% feel atmosphere is friendly
94% feel atmosphere is comfortable
100% feel atmosphere is supportive
81% feel atmosphere is inspiring
Our Survey Says …
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The Problem Space
Problem #1: Lack of Content Clarity Current users do not have a complete understanding of all the resources that are available to them through the James J. Hill Center.
Problem #2: Limited Public Awareness Local entrepreneurs and small business owners who could benefit from what the Hill Center provides are not able to take advantage of these resources because they are not aware they are available.
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Content Strategy
“Using words and data to create unambiguous content that supports meaningful, interactive experiences.”
— Rachel Lovinger / boxesandarrows.com
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Existing User Misconceptions
“It would be helpful if there was a structured way to sign up for time to meet with a librarian, like if their consult hours could be posted or you could schedule online.” — Laura “It would be nice to have a 1:1 consultation but I don’t want to have to pay for a membership to get those perks.” — Debbie “My experience at the Hill Center could be improved if they could help by clarifying the process for accessing databases.” — Mark
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Clarify Content to …
Correct existing user misconceptions Create a more positive user experience Increase number of customer advocates Increase positive word of mouth Increase number of patrons
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Strategy Execution
Solution 1: Clarify existing digital content Solution 2: Create digital kiosk
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No mention of business services
Clarifying Existing Digital Content
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Clarifying Existing Digital Content
Current Site Navigation Proposed Streamlined Navigation
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Consolidate 4 separate screens into one
=
Clarifying Existing Digital Content
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Created Modular Digital Kiosk to …
Build awareness of The Hill’s services Modular components can be used in additional ways Instill feeling of innovation Increase number of patrons
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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New Kiosk Experience
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Correct existing user misconceptions Create a more positive user experience Increase number of customer advocates Increase positive word of mouth
}
Clarified Content
}
Modular Digital Components
Instill feeling of innovation Help build awareness
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Virtual reference via Skype More Roadshows Mentorship program Collaboration spaces Record & upload programs
Future Opportunities & Ideas
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Thank You!
Erin Seman Kirk Monpas Leslie Mollner Roarke Thornswood