SERVICE DESIGN 2011
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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