User Experience

As our roles evolve, so must our approach to customer service. Examine how successful patron interactions can build patron loyalty and strengthen team confidence and job satisfaction. Learning Objectives: - Consider ways to strengthen the image your branch is presenting to the public - Understand how patron experience can build loyalty and improve team morale Presented by Mark Reinelt Mark Reinelt is the System Circulation Coordinator for the Okanagan Regional Library, responsible for training new team members and introducing them to the culture of the ORL. 30 years of frontline and customer service experience gives a strong background in forming a framework regarding Patron Experience.

As our roles evolve, so must our approach to customer service. Examine how successful patron interactions can build patron loyalty and strengthen team confidence and job satisfaction. Learning Objectives: - Consider ways to strengthen the image your branch is presenting to the public - Understand how patron experience can build loyalty and improve team morale Presented by Mark Reinelt Mark Reinelt is the System Circulation Coordinator for the Okanagan Regional Library, responsible for training new team members and introducing them to the culture of the ORL. 30 years of frontline and customer service experience gives a strong background in forming a framework regarding Patron Experience.

Assessing and planning customer/patron 'service journeys', whether that involves steps to accessing a library card, or planning for a new holds-management system, requires work to identify what happens from the point of view of the customer, as well as what is commanded of the staff and back-end systems to make that all happen. This brief, annotated bibliography is the work of UBC MLIS practicum student Corinne Shortridge (May, 2018) who as part of her practicum was asked to provide a quick scan of the literature, with a goal of identifying how tools used in service journey 'mapping' and 'blueprinting' can help libraries. 
Borrowing from other sectors (retail, airlines) service mapping and blueprinting is a methodology that is practical, tangible, with value for libraries in aid of identifying key areas for service improvement from front-of-house, back-of-house and user points of view.