service design for deichmanske

SERVICE DESIGN 2011

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Kaipei Feng & Anne-Lene H책rstad

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WHO ARE WE Multi- cultural, young, inspired, eager, curious, professional, girls/women, warm, passionate, colourful

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WHO ARE WE Multi- cultural, young, inspired, eager, curious, professional, girls/women, warm, passionate, colourful

so(Soul Solutions) s

THE PROJECT • Working with Serieteket, one of a kind in Norway.

• Young adults, their needs and their wants.

• We aimed to create simple tools to improve the space and the experience.

SERVICE JOURNEY

2011. JAN.20

Deichmanske library

2011. JAN.20

Deichmanske library

ATOUCHPOINTS ONE

a foreigners

EXCITED CONTENT

SERVICE JOURNEY DEICHMANSKE

CONFUSED FRUSTRATED

DEICHMANSKE

A ACTIVITIES

SEARCH FOR LIBRARY 1

ENTER SITE

SEARCH FOR BOOK

FINDING ADDRESS

2

3

4

Official and somewhat uninviting site.

The wanted book was of the shelf, but found second choise.

A lot of branches, but found Grünerløkka

LOCATING LIBRARY 5

ENTERING BUILDING 6

ENTERING LIBRARY 7

FINDING DEPARTMENT 8

LOCATE BOOK 1 9

LOCATE BOOK 2 10

ASK FOR HELP 11

VISITING SERIETEKET 12

BORROWING BOOK 13

RETURNING BOOK 14

EMOTIONS OBSERVATIONS

First result.

The library was easy to find

A large sign saying that the library is open in Norwegian.

A unwelcoming and confusing entrance.

What department am I in? No signs.

No pen or paper by the computer

Failed!

Asked for help, and the librarian was very helpful.

Did not know it exsisted!

Waited in queue, needed the library card and a pin code.

Returned book at Grünerløkka branch.

AT ONEXPERIENCE

Serieteket

Serieteket

Map of Serieteket

Map of Serieteket

Map of Serieteket

Boxes Middle shelf

High shelf

User 1 Age: 15/16 She came and found what she wanted, sit about 30 minutes. She went to the Manga area during it.

Then she left.

After 15 min, she came back with an ice cream, and stayed long.

Map of Serieteket

Boxes Middle shelf

High shelf

User 2&3 Age: A mom and her 5 yrs old boy The mom just walked around and ooked through some books.

The boy gets very excited when he saw a book at the first minute, tried to talked to his mom. And he took it to the computer desk to read. Until his mom urged him to go home in 15 min.

Map of Serieteket

Boxes Middle shelf

High shelf

User 4 Age: 25 She walked around all the shelves, and watched the paintings on the walls.

She found the boxes under. But she didn’t look much of them.

She picked a book to read, standed, when she liked it, she found a chair to sit.

She read the comic a bit, and put back, found another one

The boxes almost tripped her, while she is watching the paintings on the wall.

Boxes Middle shelf

High shelf

User 5 Age: 28-30 She walked around a bit, then asked help from the librarian, been showed around about 10 minutes, then she picked some books and left.

Map of Serieteket

Boxes Middle shelf

High shelf

User 6 Age: 26 He came, talked to the librarian, and walked around the center area, found what he wanted, and left. Totally under 10 minutes.

Map of Serieteket

Boxes Middle shelf

High shelf

Date: 5th Feb 2011 Location: Deichmanske Grunnerloka, Serieteket Time: 1pm-2pm User amount: 6

AT ONEEDE

FREQUENT USER OF SERIOTEKET

FARSIA TARIF (21)

“Only the people living in the area comes here” Relation to the library

Farsia is a 21 years old girl living in with her parents and younger sister and brother in an apartment in Grünerløkka. She has a small room on her own, but is looking forward to get some more space.

Farsia has been living in Grünerløkka all her life, and remember visiting the library as a kid, borrowing books, as she did not have many at home. There were a few years she did not spend much time there, but after started at the university, she is studying

Farsia is in her second year at uni, studying biology, and as the bookworm she is, she has always been working hard at her studies. Taking her a lot of time and concentration.

at the library about twice a week.

In her spare time Farsia enjoys spending time with her friends, and go swimming, but a lot of time is spent studying and with her family.

sit upstairs in Serioteket, as it is more quiet than downstairs, there she can often sit hours at the time.

She likes to sit at the library because the university is to crowded and at home it is to noisy, also her mum always ask for her help. At the library she usually

She used to read comics, especially Manga, but don’t think that she as been reading them for a year or so.

When working for several hours, she just head down to 7/11 or Deli Deluca to get some coffee or a snack.

OCCATIONAL USER OF SERIOTEKET

ANDERS SMEMO (24)

“I don’t even own a library card” Relation to the library

Anders Smemo is 24 years old, and lives in Lillestrøm with a couple of his friends. He works part-time in Coop Mega, but he dreams about one day becomming a professional illustrator.

His spare time he spends time with his girlfriend, and also play football with his friends.

Anders has been reading comics since childhood, and started to draw on his own at an early age, frist imitating others, then finding his own style. In

2010, he entered a comic contest and won the 3rd prize. As the ceremony was held in Deikmanske Library at Grünerløkka, he got to know about the drawing nights at the first time visiting.

Anders attends the drawing night at the library, every Monday evening from 7-9. He thinks it is a good way to meet people with the same interests and to get inspiration from other comic artist, also it makes the drawing process less lonely. He usually spends about 10 minutes in Serioteket before the drawing nights, but he don’t own a library card.

Anders used to read a lot of comics, his favorites were Pondus and M rocky. But since age 16, he mostly has been drawing. Now he only read comics while on travel or sometimes before bed, very rarely he sits down just to read. He doesn’t have a library card, and never use the library to read or borrow comics, because he likes to own them himself. He

buys comics from Play.com, but first read recommendations and information of the comics online.

POTENTIONAL USER OF SERIOTEKET

ERIK KNUTSEN (19)

“I hate it when it’s too crowded, and I have to stand and read my comics”

Erik Knutsen is 19 years old, and freshman college, majoring in programming. His parents divorced when he was young, and since then he rarely sees his father.

He spends a lot of time at the computer, partly because of the computer games, where he play online games with his friends.

He lives in a student house in Kringsjå, with a reputation of never cleaning his dishes and always having a messy room. He tends to stay in his room for most of the time.

As his school is close to Outland, he likes to hang out with his friends there. He buys comic books Erik likes comic, and his favourite is Hell boy.

there sometimes, and shares to each other among his friends. He also buys some second handed ones as the new ones are expensive in the shops.

He has some friends sharing his interest, and he likes to listen to their recommendations.

He has never been to the library in Grünerløkka, it is a bit far from both his school and his living place, and he don’t know that there is a comic department there.

AT OFFERINGSNE

Obervations and interviews DEICHMANSKE OFFERINGS

Core offerings Additional offerings Future offerings

A culture center

Becoming experts to guide through information

a place to read\relax\study A platform to discuss\ recommand\ find out books,

Lending books\CDS\films \newspapers\comics,

a gathering point

From “a place to read” to “a thing to do”

Core Offering Knowledge getting updated news

a place for parents and children

A place for socialisation

Self service systerm, improve privacy space for events

delivering to the whole country information guiding and helping

A starting point of new interest

New ways to return books

ACTORST ONE

Outland

Updated Web Site

Roleplay games

Large selection

Outland

BUY PLAY GAMES

READ

• Comicbook store • A place to sit and read • Meet people with the same interests • Watch TV • Play games • Buy comics, games, books, novelties

“I sometimes go to Serioteket first to check out a comic, before I buy it. “

Possibilities

• Sell the magazine Bobla, that features comics produced at the drawing nights • Get recommendations • Get information on what happens in the library • Meet for “roleplay” nights in the library • Get to know about Outland • Get to know about Serioteket

GET INSPIRED

INSPIRE

COMPANY

Drawing Night

TEACH

LEARN

• A pace to meet people with the same interests • Drawing can be a lonely activity • Get inspiration, inspire others • Be a part of something bigger • Learn • Teach

25 IDEAS

systerm visualization

outlook discription

bookmark

system visualization

return books

story sharing outdoor direction playable object

give away indoor direction news on receipt

visualbility city mapping

outland

booklet intro

socializing, interaction

furniture

book&info display

improvements of existing services more personal library

physical

“ magic closet”

self exhibition

interest “dark hole”

toilet recommendation

webpage

theme DIY

story sharing “dark hole”

systerm visualization

indoor direction

webpage

return books

“ magic closet” playable object

furniture

booklet intro

outdoor direction

DEICHMANSKE

A ACTIVITIES

SEARCH FOR LIBRARY 1

ENTER SITE 2

SEARCH FOR BOOK 3

FINDING ADDRESS 4

LOCATING LIBRARY 5

ENTERING BUILDING 6

ENTERING LIBRARY 7

FINDING DEPARTMENT 8

LOCATE BOOK 1 9

LOCATE BOOK 2 10

ASK FOR HELP 11

VISITING SERIETEKET 12

BORROWING BOOK 13

RETURNING BOOK 14

EMOTIONS book&info display

outland system visualization

bookmark self exhibition

give away

interest

recommendation

ououtlook discrip-

city mapping toilet

theme DIY

news on receipt

3 DIRECTIONS

4 Sit and read

Display/Find the book

5 3

Lib room

Borrow it/ Talk about it after....

6

Know about it

2

Hall

1

Entry

Get the direction

Get to know how to use it

SHAPE THE JOURNEY

With furniture

SIGNAGE

To guide you through

PERSONALIZE your library

RESULTS

• Colour Categorizing

(Easily find what you are looking for, easy for the librarians to guide you, create an interesting looking space that fits with the comic theme)

• More flexible furniture

(Movable to open the space, vertical to contain more comics, and to look more interesting)

• Make the shelves interesting

(Get a starting point, involve the reader, leave a trace, create communication, get recommendations)

EVIDENCING

Front

This

Stands out, Categorising

is

DISNEY

Back

This is

HUMOR

Glue area

This Horror

is Comment area

Name & Date

210mm

Comic Illustration

To be glued to next one

Glue it here

58mm 1/5 of A4

Glue it here

Glue it here of Serieteket Infomations

BOOKMARK COMPETITION

Take a blank bookmark

Draw on it

Deliver it in a box

Librarians scan them,upload to facebook

PLACE BOOKMARK

Librarian choose the highest voted ones

People vote (by “liking� it)

Send the image to the printshop

receive the printed ones

Place them beside the shelves

(every 3 months)

Be found again A reader likes a book, and find it a bookmark

The reader writes comment on it

continue comments

again

Return the book with the bookmark

USE

when it is full

AFTER USED

stick on another one

again

and again

4 or 5 bookmarks full

Libarians hang them up to exhibit (when someone returns a book)

and again

NOW

• Collaboration with Frelsesarmeen, 2nd hand furniture • Physical material, printed bookmarks

FUTURE

• Digitalized bookmarks with different functions • Serietekets own webpage • Famous comic artists can create limited edition bookmarks for the collectors • Be used in the rest of the libraries

THANK YOU