I try not to be a badvocate. When it comes to having a good user experience, I realize that any organization where I shop, dine or patronize can have a bad day. If as consumers we are generally enthusiastic about the quality of an experience over time, and we demonstrate that with our loyalty, we can overlook a misstep.
Where we’re less tolerant is with something that’s just plain broke. Like the self-service terminal in my supermarket that is supposed to print a coupon that’s customized to my shopping habits. It’s a great idea, but if it fails to work then it just diminishes the entire experience. Here’s what surprises me though. It’s so obviously broken that I am puzzled as to why no store employee has taken responsibility for getting it fixed. It must be a case of what Seth Godin calls “It’s not my job.”
Eventually I complained. I’ll see it if makes a difference. The managers are usually good at problem resolution so I expect it will be fixed the next time I am there. But I hope they’ll be asking the same question I have. Why didn’t someone take responsibility? Whose job is it to fix what’s broken – even if it’s the piddling coupon printer? And by “fix” I don’t mean getting out the tools and taking the thing apart to find out what’s wrong. I mean accepting ownership of a problem and taking action to get that problem solved.
When we first started having conversations about the user experience at our library quite a few years ago the first thing I did, to get staff engaged in the discussion, was to provide a group viewing of Godin’s classic “This is Broken” presentation. Not only is it entertaining – who doesn’t laugh out loud during that “It’s Not My Job” segment – but it really makes it crystal clear to all of us how easy it is for everyday operations in our libraries to break and remain broken for all seven of the reasons that Godin shares. It’s a great lead-in to a discussion about what’s broken in our libraries and how it degrades the quality of the user experience.
And it left an impression. Staff decided to organize a “What’s Broken Team”. It led to a list of issues that needed our attention. Some were equipment or furniture related, others targeted patron processes that were just as broken as a restroom toilet that doesn’t flush. Did we fix everything? No. Did we get better at paying attention to stuff that breaks? Yes. It sounds simple enough, but for many library staffs paying attention to what’s broken, and doing something about it, can be the start of a journey on the road to a library that offers, by design, a better user experience.
My hope is that more of us will establish or adhere to some set of “community member quality of life” principles that establish the value of intolerance for broken things – be they water fountains that have no water, photocopiers that don’t give copies, or staff workflows that work for staff but create hassles for community members.
I don’t know if the folks who work at my supermarket have ever watched the Godin video, but my guess is they haven’t – and doing so would be a great learning experience. I just may mention that to the store manager.