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Customer Journey Mapping Project: Scenario No. 7

Core Service-Access a print reserve reading

Scenario No. 7:

1a.  For you BIO 4571 class, your professor has placed his personal copy of Insect-Plant Biology:  From Physiology to Evolution, by Schoonhoven, Jermy, & van Loon on Reserve. Find this book that will reveal the mysteries of bugs and flora.

 

1b. For your HIS 4000, your professor  has placed a personal copy of  The Celts on Reserve.   Find this book to reveal the mystery of these barbarians.  The instructor is Valante.  

 

1.c  For your  UCO 1200-114 class, your professor has placed a personal copy of 10 Ways to Change the World on Reserve.  Find this book.


1d. For your UCO-1200-195 class, your professor has placed a personal copy of Diary of a Wimpy Kid on Reserve.  Find this book. 

 

Action Plan

Recommendations for Improvement:

Basic/Practical (easily and quickly implemented)

  • Do not send patron to another computer to look up the call number.  Staff will show patrons how to look up reserve readings and if it’s a print book, retrieve it.  This will eliminate the two step process for students: Update-Students and LRS team members will no longer require the students to look up the call no. on their own.  Everyone is aware and will provide good customer service. Completed-9/10/2014
  • Add explanation to reserves page  - ‘Print reserves and movie reserves are held at the Library Services Desk’-November 2014-Completed
  • Add Signage to inform students where print reserve readings are kept -Update-Reserves sign was added to the digital signage above the library services desk-August 2014-Completed-Digital Signage message was changed to:  Print and Movie Reserves-Feb. 2015-Completed
  • Arrange the reserve readings by course # and/or faculty name-We will talk to Greg Beavers about implementing a new arrangement of reserve readings. Another idea was to arrange by title, but within mains stacks, IMC, movies.  -October 2015
  • Advise student to email or print reserves list to refer to later-Decided to withdraw this one.  It is not longer needed as a result of the recommendations that have already been implemented-October 2015
  • When faculty is notified that their material has been placed on reserve, include a message asking faculty to inform their students of the reserve reading call number. Find out if an email is sent to Faculty when their material is "up."  October 2015

 

Higher Level (enhancements implemented over a longer period)

 

  • Change reserve reading retrieval to self-service, organized by course # and faculty name. We will pursue the self-service idea when we move to the new LSD location-October 2015
  • Transition to e-reserves only. We seem to be gradually moving towards all e-reserves.  Decided to withdraw this recommendation-October 2015
  • Explore other libraries reserve reading models.With the move towards more e-reserves and self-service we decided to Withdraw-October 2015

 

 

Interpretation Tables

Number

Task

Completion

Touch Points

Ideas/

Suggestions

Pain Points

Emotions

Moments

of

Truth

7.1

Completed

Circulation desk and on-line booking system

Have the desk assistants just get the book (no need to look it up if we can’t retrieve it)

 

Pieces of paper to write the info on for desk asst. to find the book

Had to look the number up but the library asst. had to get the book

confused

The student was not happy about the two step process.  He had to look up the book himself and then giving it to the desk assistant to retrieve.

7.2

Completed

Library staff (John) and library web site

Make it more known where to pick up books

 

Label desks – maybe put their purpose

When I went to the Ref. desk

 

John helped me

 

On line reserve system

Worried and apprehensive

 

 

Happy & good

 

Thumbs up & surprised that it was so easy

Student didn’t know where to go to retrieve the print reserve.

7.3

Completed

Library staff

On-line booking system

None – library staff was nice and made the process easy

No pain at all

happy

The student received good customer service

7.4

Completed

Library on-line reserve system

Circulation desk staff

none

No pain

Thumbs up

happy

The student received good customer service

7.5

Completed

Library staff

Library home

None

Little confused when entered building

Confused

Student was uncertain about where to go to access the reserve readings

Bridge Strategic Plan connections

Library Bridge Strategic Plan 2013-2015

Learning Objective 2.1, 3.1; Effectiveness Objective 5

Journey No. 7.2

Journey No. 7.3

Coordinator of Access & Public Services

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Ken Johnson
Contact:
Coordinator of Access & Public Services
Appalachian State University
Belk Library & Information Commons
ASU Box 3206 Boone, NC 28608
828 262-2776
Website