Number

Task

Completion

Touch Points

Ideas/

Suggestions

Pain Points

Emotions

Moments

of

Truth

1

Completed

Desk top computer

Appsearch

On the homepage there is just a single search bar-maybe a few more options? Such as choice of book/article or author/title/keyword

Student thought he had found the book, but no-it was not the book. –Student found book review article!

Confused

Appsearch  default had been changed to articles. Student did not realize he was looking at a list of articles at first.  When he figured that out-clicked on Books and More and found the book.

2

Completed

Desk top computer

AppSearch

Digital Map (clicked on call no.)

Map-it button would have been useful

NO map-it button

Did not remember how call nos. worked

Surprised

Confused

Student did not see Map it button .We think student did not look at the complete-record.

Xiaorong and I checked record and map it button was there) and instead clicked on ASU  Main Stacks which showed him the digital map of the second floor. 

Even though student was unsure about call no. arrangement, he found the book?

3

Completed

Desk top computer

Appsearch

Map-it button

Call no. range signs on end of shelves

I don’t like AppSearch

As a primary search function.  One assumes that that is THE SEARCH box.

Because it is there in center page-Big

Has the word SEARCH

But it takes me first to articles, when I was

Searching for a book.

Book should be default choice.

Could the classic catalog be on this home page too?  Or a search box for articles, then one for books .

Could the classic catalog be on this page too?  Or a search box for articles, then one for books. 

One tour and a class

session or two do not adequately train students in using our sophisticated library. 

Chose first link, which had same title, but it is not the book.  Xiaorong and I checked-True statement –book reviews. 

Clicks on back button- Sees-Books and More

Why doesn’t this come up first? (Appsearch default had been changed to articles. )

Books & More from AppSearch

Now what?

2 options

First has title, I click on it.

Book Link

Now what? Numbers and

letters don’t make

sense.  Why didn’t

I learn this is high school

Confused

Confused

Confused

Confused

Appsearch  default had been changed to articles. Student did not realize he was looking at a list of articles at first.  When he figured that out-clicked on Books and More and found the book.

Student expected to see books first.

Does not understand call # arrangement-It is hard to distinguish the call # from the location on APPsearch short entry display-It all runs together

4

Completed

Stand-up desk tops

App Search

Physical maps in stairwells

Sometimes people are not aware that stand-up computers do not require  log in.

Maybe make a banner announcement on web site that appsearch default was changed to articles.

Check catalog on stand-up

computer on at entrance on main floor.  Used Appsearch

Didn’t see book right away because it was searching under articles and it took a long time to display results.  Then I examined the page and discovered there was a book. (Book was display in frame on the left-student clicked on it and it took him to the book record)

Waiting

Confused

Appsearch results take a long time to display

Student expected to see a list of books not articles/default display had been changed to articles/w/o any notification.