Scenario No. 6:
You are meeting your five-member study group in the library to complete a group project on deviant behavior. You have been asked to book a study room for your group. Your group will require a study room with a computer and a projector to complete some serious deviant behavior research. Book a group study room that will meet your group’s needs.
Basic/Practical (easily and quickly implemented)
Higher Level (enhancements implemented over a longer period)
|
Number |
Task Completion |
Touch Points |
Ideas/ Suggestions |
Pain Points |
Emotions |
Moments of Truth |
|
#6. 1 |
Completed |
Went to community computer
Web site |
Make the labels for room clearer. I was told to find a projector but projector’s weren’t listed on the “see room details” list
The idea of being logged out after a certain amount of time is cool, but it should be longer than 2 minutes. Make it longer
The library website isn’t super clear. |
Got confused about technology in the room – stood thinking if it was the right technology in the room
Got logged out from the booking page
Picked the room and hoped I chose the right one |
Confused – thinking & considering
Annoyed
Worried and apprehensive |
Difficulty determining the technology in the individual study rooms
System times out before he could complete the task requiring patron to log back in |
|
#6.2 |
Completed |
Reference desk staff Free standing computer |
Easier to use minimalist booking software Need a designated computer for booking study rooms with signage |
Got confused because there wasn’t a sign about booking a room
Happy that I was directed to a computer where I could book a study room
Was confused about what rooms met my needs
It was finally over |
Confused
Happy
Confused
Thumbs up easy |
Student struggled deciphering what technology each room had
|
|
6.3 |
Completed |
No staff involvement On-line study room booker |
Easier way to select rooms that meet my needs
More rooms with technology |
Everything was good
Frustrated that rooms didn’t have enough new technology |
Happy thumbs up
Angry and frustrated |
Difficulty determining what technology each rooms has and which room meets my groups needs |
|
6.4 |
Completed |
Home page No staff involvement |
Computers near the printers on 1st floor are the last ones to be utilized due to the constant foot traffic (could that space be cleared?
Group study room booking should be on the home page (not 2 pages deep)
Want a direct link to the study room booker on web page (too many links)
|
Thinking and confused about the technology in the rooms
Too many clicks – felt annoyed |
Confused
annoyed |
Student found utilizing the computers near the print zone (1st floor) to be distracting due to foot traffic
|
Library Bridge Strategic Plan 2013-2015
Learning Objective 2.1, 3.1, 3.2; Effectiveness Objective 5