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Becoming a Library member:
Transforming the user
experience
State Library Victoria, 2018-2019
Vernon Fowler
Digital User E...
Outline
• Background
• Before
• Where we are now
• Future challenges
Background
Business
Case for
Digital Self-
Service
https://medium.com/@gerrymcgovern/business-case-for-digital-self-service-72a030cd4...
Underpinning principle:
Patron registration → 1 of 2 groups
Access eresources onsite Can also access eresources offsite
• ...
Before … it was quite different
Register onsite vs offsite
Single page
web form
• Capture worldwide addresses
• Only Victorian addresses can
access eresources offsite
• Contact deta...
Single page
web form
• Capture worldwide addresses
• Only Victorian addresses can
access eresources offsite
• Contact deta...
Before
A plastic card
for each patron
Welcome letter
Registered onsite & offsite
Cost estimates
Servicing patron registrations
Image: Do I need to join the Library (YouTube)
A week in
August:
33 hours
staff time
6:45 staff
assisting onsite
registrations at
desk
2:00 identifying &
removing fake /...
Material
costs per
registration:
$0.27 onsite
vs
$1.26+ offsite
$0.27 member card $0.99 letter postage
+ paper + toner
Summary of prior situation
Onsite
• Patron fills out web form at PC
on desk
• Staff process registration (LMS)
• Staff giv...
21st
Sept
2018
Where we are now 5 months on
A multi-step form wizard
•Only capture Victorian addresses
for patrons who want access to
eresources offsite
•Email / SMS ...
Link in email or SMS
Welcome email or SMS
Activation letter & QR code
Experience: Interactive prototype of eresources activation
Activating
access to
eresources
Register now
Mostly
new parts
SMS gateway
(existing)
LMS API
(tweaked)
PostgreSQL
database (new)
Form wizard
(new)
Email templates
(new...
Cost changes
Servicing patron registrations
A week in
February:
4 hours
staff time
_:__ staff
assisting onsite
registrations at
desk
0:00 identifying &
removing fake ...
Staff estimated time on patron registrations
Staff hours per week
32.75
4.08
Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb...
Material costs of patron registrations
Plastic card cost removed
$0.27
Sep-18
Saving extrapolated to 1 year
×21,000
$5,670
Material
costs per
registration:
$_.__+
$0.00 member
welcome email/SMS
$0.99 letter postage
+ paper + toner
Improvements to experience
& future challenges
Photo by Geraldine Lewa on Unsplash
Improvements to user experience
•Simplified user flow
•Better meets expectations
•Faster delivery of access to eresources
Future challenges
• Renewal for SMS sign-ups by September 2021
• 1 line address lookup for Australia Post recognised addre...
Recap
Thank you
Comments & questions?
@vfowler
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Becoming a library member - transforming the user experience of patron self registration

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For the National and State Libraries Australasia (NSLA) Visitor Experience community of practice I shared how we transformed the experience of becoming a Library member at State Library Victoria.

Veröffentlicht in: Design
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Becoming a library member - transforming the user experience of patron self registration

  1. 1. Becoming a Library member: Transforming the user experience State Library Victoria, 2018-2019 Vernon Fowler Digital User Experience Manager 8 March 2019
  2. 2. Outline • Background • Before • Where we are now • Future challenges
  3. 3. Background
  4. 4. Business Case for Digital Self- Service https://medium.com/@gerrymcgovern/business-case-for-digital-self-service-72a030cd4772
  5. 5. Underpinning principle: Patron registration → 1 of 2 groups Access eresources onsite Can also access eresources offsite • State Library Victoria to be satisfied patron is a Victorian resident https://www.slv.vic.gov.au/interact-with-us/become-library-member
  6. 6. Before … it was quite different Register onsite vs offsite
  7. 7. Single page web form • Capture worldwide addresses • Only Victorian addresses can access eresources offsite • Contact details not verified • Spam submissions rise and rise
  8. 8. Single page web form • Capture worldwide addresses • Only Victorian addresses can access eresources offsite • Contact details not verified • Spam submissions rise and rise • Unsuitable for use in touchscreen kiosks
  9. 9. Before A plastic card for each patron
  10. 10. Welcome letter
  11. 11. Registered onsite & offsite
  12. 12. Cost estimates Servicing patron registrations Image: Do I need to join the Library (YouTube)
  13. 13. A week in August: 33 hours staff time 6:45 staff assisting onsite registrations at desk 2:00 identifying & removing fake / spam registrations 3:30 processing & printing on envelopes 20:30 stuffing envelopes with the card and a letter 180 registration enquiries
  14. 14. Material costs per registration: $0.27 onsite vs $1.26+ offsite $0.27 member card $0.99 letter postage + paper + toner
  15. 15. Summary of prior situation Onsite • Patron fills out web form at PC on desk • Staff process registration (LMS) • Staff give patron: • plastic card (with or without access to eresources offsite) Offsite • Patron fills out web form on their own device • Staff process registration (LMS) • Staff post to patron: • plastic card (with or without access to eresources offsite) • generic welcome letter with URLs
  16. 16. 21st Sept 2018
  17. 17. Where we are now 5 months on
  18. 18. A multi-step form wizard •Only capture Victorian addresses for patrons who want access to eresources offsite •Email / SMS verified •Spam submissions = 0 Experience: Interactive prototype of Become a Library member
  19. 19. Link in email or SMS
  20. 20. Welcome email or SMS
  21. 21. Activation letter & QR code Experience: Interactive prototype of eresources activation
  22. 22. Activating access to eresources
  23. 23. Register now
  24. 24. Mostly new parts SMS gateway (existing) LMS API (tweaked) PostgreSQL database (new) Form wizard (new) Email templates (new) SMS templates (new) Admin interface (new) Activation letter & form (new) Self service kiosks (new)
  25. 25. Cost changes Servicing patron registrations
  26. 26. A week in February: 4 hours staff time _:__ staff assisting onsite registrations at desk 0:00 identifying & removing fake / spam registrations 2:20 processing & printing letters for eresources by mail 1:45 stuffing envelopes with a letter and card 168 registration enquiries
  27. 27. Staff estimated time on patron registrations Staff hours per week 32.75 4.08 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Staff time saving per week 28h 40m 87.5%
  28. 28. Material costs of patron registrations Plastic card cost removed $0.27 Sep-18 Saving extrapolated to 1 year ×21,000 $5,670
  29. 29. Material costs per registration: $_.__+ $0.00 member welcome email/SMS $0.99 letter postage + paper + toner
  30. 30. Improvements to experience & future challenges Photo by Geraldine Lewa on Unsplash
  31. 31. Improvements to user experience •Simplified user flow •Better meets expectations •Faster delivery of access to eresources
  32. 32. Future challenges • Renewal for SMS sign-ups by September 2021 • 1 line address lookup for Australia Post recognised addresses • Monitor new developments for long term improvements • Blockchain • Digital Identity
  33. 33. Recap
  34. 34. Thank you Comments & questions? @vfowler

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