{"id":559,"date":"2017-09-26T16:48:55","date_gmt":"2017-09-26T03:48:55","guid":{"rendered":"http:\/\/deborahfitchett.com\/blog\/?p=559"},"modified":"2017-09-26T16:48:55","modified_gmt":"2017-09-26T03:48:55","slug":"journey-mapping-approach-maxine-ramsay-open17","status":"publish","type":"post","link":"https:\/\/deborahfitchett.com\/blog\/2017\/09\/journey-mapping-approach-maxine-ramsay-open17\/","title":{"rendered":"Journey mapping approach – Maxine Ramsay #open17"},"content":{"rendered":"
Enhancing library services with a journey<\/span> mapping approach<\/strong><\/div>\n
<\/div>\n
“Journey maps illustrate customers’ stories.” – Kerry Bodine. About user experience – not just the step by step process but also user’s emotions over time. We often make a lot of assumptions; journey mapping is a way to find out what’s really happening from the user’s perspective.<\/div>\n
<\/div>\n
Journey-mapped all 500 students at an intermediate school, especially interested in:<\/div>\n
<\/div>\n
    \n
  • taking shoes off at door<\/li>\n
  • usage of OPAC<\/li>\n
  • use of AccessIt’s OneSearch system for database search<\/li>\n<\/ul>\n

    Created a stylised journey map template to prompt where feedback was wanted. Explained to teachers how it’d work. Trialed with one class, then refined as had to explain to students it wasn’t a test. Hard for students in this age group to give their own opinion without knowing what librarians “want them to write”.<\/p>\n

    As you come into the foyer, thoughts include:<\/p>\n

      \n
    • too full, smells bad, keen to find a good book, taking off shoes OK, taking off shoes a pain, untidy – note that negative feelings about taking off shoes seems much higher for year 7 than year 8<\/li>\n<\/ul>\n

      Exciting part was the actions as the result of the report<\/p>\n

        \n
      • eg scrapped the ‘no shoes in the library’ rule.<\/li>\n
      • Promoting IP address for catalogue as mural on the wall<\/li>\n
      • Found students not confident searching catalogue so extended catalogue teaching so now goes into classrooms to teach it.<\/li>\n
      • Students found it hard to navigate around lots of furniture so freed up some space<\/li>\n
      • Trialed a self-issue desk but it didn’t work and wasn’t totally reliable so scrapped that but introduced extra student librarians to free up queues of student<\/li>\n<\/ul>\n

        Lessons learned:<\/p>\n

          \n
        • Focus on one aspect of student experience \/ one user goal, not entire experience<\/li>\n
        • Good to see what the pain points are<\/li>\n
        • Students reacted really well to immediate changes<\/li>\n<\/ul>\n

          Planning:<\/p>\n

            \n
          • collaborate – who will you work with to trial the approach? consider working with people trialling it in other sectors<\/li>\n
          • decide – which user goal \/ journey will you focus on, and which user group (or non-user group) will you target<\/li>\n
          • map – what tools and resources do we need? develop simple templates, or set up video diaries – just think about how you’re going to collate at the other end; and think about resources for recruitment<\/li>\n
          • analyse – how will you use the data\/evidence; how will you present it (and recommendations) to others in the team;<\/li>\n
          • act – what resources do you need to implement any changes. When you’re seen to act on feedback it reinforces that you’re user-centred, makes them more likely to participate later and gives them greater ownership of the library<\/li>\n
          • evaluate – the information collected, the process, the impact of changes<\/li>\n<\/ul>\n

            (Or could use Matt Finch’s “Who\/What\/Where\/When\/How” process.)<\/p>\n

            Could also journey map the ideal experience and then identify the gaps.<\/p>\n","protected":false},"excerpt":{"rendered":"

            Enhancing library services with a journey mapping approach “Journey maps illustrate customers’ stories.” – Kerry Bodine. About user experience – not just the step by step process but also user’s emotions over time. We often make a lot of assumptions; journey mapping is a way to find out what’s really happening from the user’s perspective. […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[1],"tags":[283,36,288,28],"_links":{"self":[{"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/posts\/559"}],"collection":[{"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/comments?post=559"}],"version-history":[{"count":1,"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/posts\/559\/revisions"}],"predecessor-version":[{"id":560,"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/posts\/559\/revisions\/560"}],"wp:attachment":[{"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/media?parent=559"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/categories?post=559"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/deborahfitchett.com\/blog\/wp-json\/wp\/v2\/tags?post=559"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}