Number

Task

Completion

Touch Points

Ideas/

Suggestions

Pain Points

Emotions

Moments

of

Truth

1

Failed

Desk top computer

Appsearch

Reference desk

LL

LL desk-or employee

This was maybe too convoluted

Where do I begin?

Hard time finding a computer

Was confused by the layout of the search function/(result list &says it is hard to tell if an item is physical or online

Had to find ASU govt docs in library

Has no idea where to go

Sent to microfilm

Decided to use digital copies of journal articles,rather than microfilm

Overwhelmed

Annoyed

Confused

Confused

Confused

Surprised

Relief/Whew

Did not know where to go for help.

Not enough computers?

Does not understand appsearch result list.

Goes to reference desk and asks where Govt. Docs are located? Ref Desk did not conduct reference interview-student is sent downstairs.

We need a desk at entry to floor or maybe signs

Goes to LL desk or employee  to find out where the journal is located-Once again, no reference interview-gets sent to microfilm.

2

Completed

Desk top computer which did not require a log in

AppSearch

Advertising for what each desk does or services they provide.

Maybe a more noticeable signs giving search or research tips.

Looked for people at front desk and saw some working at back shelves, but no one at the desk up front.

Looked at big circular desk area and noone was manning it, so I decided not to asked someone. 

Task Completed

Worried apprehensive

Worried apprehensive

Thinking/considering

Relief

Noone available to help

Noone available to help

Decides to try it on his own-Uses Appsearch

Finds plenty of articles and says easy to save and export. 

3

Completed

Desk top computer

Appsearch

Maps-posted on column-showed all floors

Map posted on a free-standing easel

Circ Desk

I wasn’t sure which desk to go to for reference/circulation.  Would be helpful to combine. 

Reference desk is kind of intimidating. 

Faster internet during peak times.

Where to start?  Since I am shy, I Decided to try to the online catalog myself at first.

Waited a long time for Appsearch results

A bunch of articles came up.  I didn’t know which to use

I selected three articles and struggled how to figure out how to save them  to read later.  Appsearch is confusing

Clicks on Books & More-this loaded faster, but why are there articles here too?

Worried/overwhelmed

Impatient/waiting

Overwhelmed

Struggling/worried/Confusing

Confused

Does not use library help

Appsearch display is confusing and takes a long time to display results

Appsearch display is confusing-showing both books and articles

Found some books also-check out was friendly & easy

4

Completed-I guess she found some books

Desktop on LL

Google ( Did a google search to find library home page (Belk Library appstate came up no. 1 hit)

(told geri browser was open)

Appsearch

On the website if there could be hints at how to search a topic to get better results. 

Where do I go? Looked around-a lot of people-goes down to the LL-less people/much quieter

Sees tech desk. Wasn’t sure if I could get research help at the tech desk

Type in subject in library’s database

(appsearch) “Not much will come up” “not many books came up”

Worried

Surprise

Helpless

Commons area may seem intimidating-how can we make it more friendly?

Is purpose of tech desk clearly stated somewhere?

Not sure what she was doing, since she keeps mentioning books.  Maybe she means articles?  But later she says “  one option is even online” “finding books has never been so easy”  Either way-needs help searching