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OVERVIEW OF PROJECT
The publication collates and documents the processes and strategies undertaken to reinvent the user experience at SLV. Each book demonstrates the strategy and research methods that were used to create an awareness campaign for the library. The campaign is designed to start a conversation about all the events that are held at the SLV each year. Please note: This is a project completed whilst studying at RMIT.
PROBLEM STATEMENT:
Most people in Victoria aren’t aware that the State Library holds regular talks, exhibitions, tours, and workshops.
THE SOLUTION:
An awareness campaign rolled out throughout Melbourne, with channels including thought provoking bill posters and art installations.
THE PROCESS
OBSERVING AND INTERVIEWING
In order to gain a deeper understanding of the problems the SLV were having in relation to their customers experience I had to go in and find out for myself. The first research method I used was observation. I sat in the library and I watched and documented everything that I was seeing, the good and the bad. This was an eye opening experience and after a few days patterns and reoccurring problems started to arise. This is when I realised my research needed to go deeper. Interviewing users of the library was the next step, this gave us insight into how the users were thinking, and not just acting.
CUSTOMER JOURNEY MAPPING
We gave some friends a task to complete within the library and asked them to document their journey. This meant we were able to present their journey visually and identify the major pain points.
TALKING TO STAKEHOLDERS
We interviewed the Head of Service Design at the SLV. We identified that his main pain point was that he felt nobody in Melbourne was aware of the total offerings at the SLV.
“There’s no point having a collection, if we can’t share it with the world.”
After collating and evaluating seven weeks of research and findings that we were able to form two solid customer personas.