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Research Guides

Customer Journey Mapping Project: Scenario No. 8

Core Service-Place a hold on a checked out item in the catalog

Scenario No. 8:

 

You need to read the physical book,  Encounters with the Archdruid, by John Mcphee.  Our copy is checked out. Place a hold so that you are next in line to get it.

 

Action Plan

Recommendations for Improvement:

Basic/Practical (easily and quickly implemented)

  • No longer use the term "place a hold" since the catalog and AppSearch use  Request it (make sense of different library terms used to perform the same function). Change the name of the pull and hold service to Request It! Completed January 2015
  • Create a Guide on the Side for requesting an item-No longer necessary due to all of the other recommendations in place-Withdraw October 2015
  • Fix computers on third floor so patron does not see prompt to sync all info and users-No longer a problem-Withdraw October 2015
  • Train employees how to empty big files to free up space (a work around at the point of service)

 

Higher Level (enhancements implemented over a longer period)

  • Review all terminology related to placing holds, requesting, pull and holds, reserves;  Terminology in APPsearch, My account, classic catalog, Sierra and throughout the entire library web site should all be consistent.  The notices sent to patrons regarding the status of their requests has been changed:
    • Request Pickup:  The material you have requested is available and will be processed per your instructions.
    • Request Cancellation notice: The request you placed on the following item has been cancelled because.....(2 cancellation notices have been changed)-November 2014
  • Change Holds to Requests in My account.-Completed November 2014
  • Provide description of APPsearch and of Classic Catalog on the library home page to help patron make a choice between the two: Update-new tabbed search box eliminates the classic catalog label and provides a description for each tab/format. Completed August 2014

 

Interpretation Tables

Number

Task

Completion

Touch Points

Ideas/

Suggestions

Pain Points

Emotions

Moments

of

Truth

8.1

Completed

 

Library search engine (advance search  option) my account

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

(suggestions concerned a reoccurring problem with some computers on 3rd floor)  - (computer prompts “ask to sinc all info and users”

Initially thought the task was to get a book and put it on hold behind the desk.

 

Went to “my account” first- realized I shoud find the book first.

 

Typed in the author’s name-too many results-used Advanced Search-and typed in title

 

 

 

Some computers gave a prompt to “ask to sinc all info and users”  and when I tried all options, users can’t do it and takes a long time

 

Tried to request 1st time didn’t take – 2nd time it went through

Confused

 

 

 

 

 

 

 

 

Confused

 

 

 

 

 

 

 

 

Confused

 

 

 

 

 

 

Success

 

 

 

(Annoyed and frustrated

 

 

 

 

 

 

 

 

 

 

Was unsure about how to begin the process of placing a hold

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Required some perseverance to get it done

 

8.2

Completed

Library web page

APPSearch

Request it

Confused about library web site terminology

“pulls, holds, and request it option”

 

(bring continuity to the wording on the web page)

It’s confusing because of terminology.

Confused

 

 

 

 

 

 

 

 

 

 

 

Making sense of different library terms used to perform the same function

 

8.3

Completed

Computer

Browser, library home page, classic catalog, request it

 

Consider how best to teach freshmen when they first get here

 

Empower students to use the library on their own

 

Give APPSearch the same functionality as the classic catalog (be able to look for items at the other two schools)

 

Confusion over which catalog to choose (APPSearch or Classic)

 

frustrated

Choosing between the APPsearch and classic catalog – which one is best for me?

Bridge Strategic Plan connections

Library Bridge Strategic Plan 2013-2015

Learning Objective 2.1, 3.1; Effectiveness Objective 5

Coordinator of Access & Public Services

Profile Photo
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