Applying Software Development Concepts to Patron Experience Improvement at NCSU Libraries

Abstract

Ask Us Service Managers and student workers at NCSU Libraries interact with hundreds of patrons each day across two main libraries and three branches. In a high volume service environment, we often focus on completing transactions or immediate problem solving and neglect to look at the larger picture of repeated and related opportunities to improve the Libraries' products and services. Borrowing concepts from Agile software development, such as sprints and retrospectives, NCSU Libraries piloted a framework for focusing on one particular patron pain point over a short period of time. By collecting observations and examples, customer journey mapping, and soliciting ideas from stakeholders across the Libraries, we addressed root causes and identified potential solutions that would decrease patron and staff frustration in interactions related to missing books and media.