More and more projects are looking to integrate digital and physical service environments, delivering a cohesive experience to customers as they interact with the organisation across many different channels. The State Library of Victoria attracts nearly two million visitors a year and even more than that through its online channels and phone-based services. It has a rich history and plays a central role in the cultural life of Victoria. In 2014 the Library underwent a comprehensive re-design of its service delivery, working closely with Meld Studios over a thirteen week period. During the project the team embarked on a series of activities aimed at understanding the service context of this institution. Along the way, the team not only learned about the Library, it also learned a few lessons about large-scale service design projects.

1. STORIES FROM THE
SERVICE REDESIGN OF
THE STATE LIBRARY OF VICTORIA
AND WHAT WE LEARNED ALONG THE WAY
Chris O’Brien
Senior designer, Meld Studios
chris@meldstudios.com

2. WORK TOGETHER,
LEARN TOGETHER
NOTICE THE
LITTLE THINGS
MAP IT OUT,
PUBLICLY
PROTOTYPE
BEFORE YOU’RE
READY
1. 2. 3. 4.

3. ABOUT THE LIBRARY

4. ABOUT THE PROJECT

5. PROJECT OBJECTIVES
Process optimisation
Resolve staffing tensions
Align service delivery with customer needs
Reduce costs and drive self service
Broader themes
Beyond government funding
Respond to changing demographics
Understand the role of the library in the digital age
Unofficially, do all of this in an environment where many were
deeply suspicious of external consultants

6. UNDERSTAND (5 weeks)
Research
Analysis & Synthesis
EXPLORE (4 weeks)
Opportunity identification
Concept generation
Prototype and test
ARTICULATE (3 weeks)
Refine concepts
Document
Socialise
WHAT WE DID IN 12 WEEKS

7. THE PROJECTTEAM
72
CHRIS
DOM
BRIDIE
BEN
STEVE
JUSTINE

8. WORKING WITH BEN AND BRIDIE

9. 1.Work on site
2.Blend the team
3. Design with them, not at them
LESSON 1.
WORK TOGETHER,
LEARN TOGETHER

10. OBSERVATIONAL RESEARCHOBSERVATIONAL RESEARCH

12. 1. It’s worth taking the time to look
2. Look for hacks and workarounds
3. Don’t be afraid to ask people
what they’re doing
LESSON 2.
NOTICE THE
LITTLE THINGS

13. SENSE MAKING AND JOURNEY MAPPING

14. SIGNAGE
• The library is very hard to identify
externally. While it looks like a major
civic building, there is no obvious signage
above either entrance to indicate
that this is indeed the State Library of
Victoria.
• On approaching the Swanston St
entrance, the current exhibition signs
dominate, causing confusion around
the purpose of the building - is it an art
gallery?
• The La Trobe St cafe entrance also
provides no indication that this is also an
entry point for the library.
MEETING PLACE
• The State Library of Victoria is an iconic
building in the heart of the city, and as
such is regularly used as a recognisable
and known landmark.
• As a Melbourne landmark, the library
forecourt is used as a daily meeting
point, and relaxation space for the
citizens of Melbourne, and visitors to the
city.
• The forecourt area is also regularly
used by social, political, religious, and
commercial groups. Buskers are a
regular feature, playing for the audience
on the steps and lawn areas.
• The library lawns are unique in the
centre of Melbourne city, and attract
significant volumes of visitors.
Foyer
LAYOUT
• There is no logical ground floor - visitors
enter the builidng on level 2, causing
confusion as visitors attempt to
orientate themselves.
• The foyer offers 8 possible exit points,
creating a clear wayfinding challenge.
• As the first recognisable information
point, the foyer desk is heavily used as
an enquiry point as visitors enter the
building. This desk receives the highest
volume of enquiries in the library.
SIGNAGE
• The foyer fails to explain the purpose of
the building, who it is for, and what will
be found within.
• Signage for the current exhibition
overwhelm library specific signs. Visitors
could easily assume they have entered a
gallery, or a museum.
• There is minimal explaination of the
library collection and services beyond
the foyer.
• Signs to ajoining rooms are unclear
- ‘Palmer Hall’, ‘Keith Murdoch’,
‘Trescothwick Information Centre’. There
are no signs that refer to the collection
itself.
• Confusing/absent signage means the
service desk receives basic enquiries on
the role of the building, who is welcome,
and what services it offers.
Forecourt
LAYOUT
• The library only has two public
entrances, on Swanston and La Trobe
Streets. There is no public access via
Little Lonsdale or Russell Streets.
• The front door signage however
indicates 5 entrances to the building,
leading to visitor confusion.
• The primary entrance on Swanston
Street also acts as the primary exit,
causing significant congestion.
• The congestion at the entrance point is
exacerbated during inclement weather.
REFUGE
• The library is one of the few locations in
the centre of Melbourne that welcomes
all visitors without predjudice, and as
such is a regular place of refuge for the
socially disadvantaged.
• The forecourt is a space where visitors
feel comfortable to relax, and sprawl
out in the sun. During good weather the
lawns and steps will be full of visitors
using it as an place of rest.
REFUGE
• The foyer takes over the role of the
forecourt during poor weather, and will
be full of people simply looking for a
place to sit, relax, and keep dry.
• The foyer is also frequently used by
the socially disadvanted, who are not
generally moved on by security staff.
These visitors can often seen sleeping
on a comfortable chair.
MEETING PLACE
• The foyer acts as a primary meeting
place, especially during inclement
weather.
• At any point in the day, the foyer will
be populated by students, researchers,
tour groups, tourists, school groups,
backpackers, and staff.
• As a focal point for meeting peers, the
foyer will regularly become congested,
with groups of waiting people obscuring
signage and entrance/exit points.
• The foyer service desk receives many
general enquries from visitors, including
directions to basic services - toilets,
water, lockers, as well as directions to
locations within, and outside the library.
Palmer Hall
LAYOUT
• Palmer Hall acts as a link between the
La Trobe St cafe entrance, and the foyer
of the library.
• Palmer Hall is the first area of the library
to open in the mornings, opening with
the cafe, before the general library opens
at 10am. With the hall opening, visitors
have access to lockers, toilets, and
water, but cannot proceed into the foyer
area.
• Palmer Hall also provides access to the
Readings book store.
SIGNAGE
• There is no obvious indication that
Palmer Hall will lead visitors into the
library. Signage is lacking externally from
La Trobe St, within the cafe, and within
Palmer Hall itself.
• The name Palmer Hall does not indicate
the services contained within.
REFUGE
• A very limited number of desks and
seats are available to visitors who do not
wish to proceed further into the library
to access basic services. At most times
of the day these desks will be populated
by tourists, and other visitors who prefer
not to use the lockers.
LOCKERS
• Lockers are provided by a third party, and
cater for visitors who are unable to carry
their belongings inside the library, due to
size and food/beverage constraints, or
visitors who simply do not wish to carry
their possessions for the day.
• The locker area is staffed by a third
party from midday, with foyer desk staff
fielding enquiries at other times, or when
visitors do not recognise the third party
staff.
POWER
• Power points used within Palmer Hall
are frequently used by visitors who do
not wish, or are not able to proceed
beyond the security point.
• These points are regularly used by
visitors as a place to quickly charge
their devices while in the CBD, without
engaging with other library services.
• As these power points are regularly used
by tourists, foreign adaptors are often
seen in this area.
WATER
• Water points are available adjacent to
the toilets in Palmer Hall, and can be
accessed without needing to go through
the security point.
TOILETS
• These toilets are accessible before the
security point, and act as toilets for cafe
visitors, and the general public.
• As the easiest toilets to access, they are
often used as a washroom for the socially
disadvantaged.
Keith Murdoch Gallery
SIGNAGE
• Signage for the gallery overwhelms
the foyer, causing visitors to question
whether they have entered a gallery, or a
library.
• The label Keith Murdoch does not
provide a clear indication of what the
space contains.
TOILETS
• Toilets are situated at the back of the
gallery, although these are invisible to
the majority of visitors.
Keith Murdoch Gallery
eminar rooms mr tulk
toilets
information
VICTORIA
Staffed
from
12pm
promotions
TOUR
piranesiexhibition
piranesiexhibition
TOUR
STATE LIBRARY
OF VICTORIA
10am
Can I borrow
books?
CHECK-MATE!
Is this a library
or a museum?
Dome reading
room?
Which way to
the library?
Is this the library?
Can I enter from
here?
Library?
I’m at the library
near the
chess sets.
We’re in the foyer.
When will you get
here?
I don’t want
to pay for the
lockers...
My bag’s too big.
Help!
Where’s the
library?
Library tour?
What’s on the other
side? What can
I do here?
How do I go up?
Where are the
lifts?
Bag too big. Need
to store in lockers
over there.
WELCOME!
Can I help you?
But those people
can get in with
their bags!
Photocopiers?
Toilets?
CHECK-MATE!
WELCOME!
Can I help you?
TOUR
promotionsFree samples!
TOUR
Where’s the
library?
Keith Murdoch Gallery
SIGNAGE
• Signage for the gallery overwhelms
the foyer, causing visitors to question
whether they have entered a gallery, or a
library.
• The label Keith Murdoch does not
provide a clear indication of what the
space contains.
TOILETS
• Toilets are situated at the back of the
gallery, although these are invisible to
the majority of visitors.
Security
LAYOUT
• The security gates act as a major barrier
and bottleneck to visitors - it is not
possible to enter the library beyond the
foyer without passing through security.
• The security gates dominate the
entrance to the library, with visitors
often unsure of whether they are able to
proceed through the barrier.
• No large bags, or food/drinks (except
water) are permitted beyond the
security gates. As a result, the foyer
becomes an area to eat/drink, before
proceeding into the library.
• Security restrictions are arbitrarily
enforced, depending on individual staff,
and visitor traffic.
• The staircases are blocked, closing the
most direct route to the La Trobe reading
room.
• During special events, these staircases
may be opened to allow visitor access to
La Trobe and Queens Hall.
SECURITY
• Security staff are a highly visible
presence within the foyer, both through
their uniforn, and demeanour.
• Security uniforms are recognisable, but
not in keeping with general library staff.
• Security can be very welcoming, or
somewhat intimidating, dependent on
the individual staff members.
• During regular hours, security staff are on
call to provide lost property, first aid, and
accessibility services.
• Beyond 5pm security provide the only
staff presence in the library foyer,
and will consequently field all visitor
enquiries.
SIGNAGE
• Conditions of entry signs are long, and
ineffective. Visitor behaviour and queries
indicate that signage is either not
noticed, or not read.
• Conditions of entry signs are are
also unfriendly, and do not provide a
welcome to the library.
Information Centre
LAYOUT
• The circular nature of the room makes
it hard to orientate on entry. This is
somewhat alleviated by the highly
visible path through to the lift area, but
is exacerbated when entering the space
from one of the ajoining rooms.
• Many services are hidden from view.
On entry to the room it is very difficult
to locate the Dome lifts, collection
retreivals, and assisted technology
rooms
SIGNAGE
• The purpose, role, and services of the
library are not made clear. New visitors
do not understand whether the library
is for them, or what they can do within
it. Many incorrectly assume they will be
able to borrow books, and take them
home.
• Where signage exists, it is often only
readable close-up, such as signs
indicating catalogue computers.
• Signs indicating the most direct routes
to the Dome galleries are frequently
missed.
• Signage indicating core facilities - water,
toilets, wifi, etc - are inadequate, or
missing.
• Signs are not always at the point of
need, causing an increased volume of
service desk enquiries.
• The central column digital signs are
positioned in a thoroughfare, rather
than at a decision point, and are largely
ignored by visitors
• Staff are difficult to identify, with
inconsistent use of uniforms and
identification. Where visitors are able
to identify staff, they are not able to
distinguish between service staff,
librarians, and back of house staff.
• Staff presence at service desks
overshadows the signs and pamphlets
situated on and around the desk.
MEETING PLACE
• The space is used for a huge variety
of reasons,, besides collection access,
including job interviews, tutoring,
business meetings, religious discussions,
and group study.
• The Information Centre is also a highly
sought after space within the library.
Once a desk is taken it will often be held
for hours to unofficially reserve it.
REFUGE
• The Information Centre provides a
comfortable place for people seeking
refuge, and an opportunity for the
socially disadvantaged to feel a part of
the community.
• Free access is provided to facilities,
without discrimination.
• The welcome provided to the socially
disadvantaged can present challenges
to visitors and staff due to antisocial
behaviour.
Lift area
LAYOUT
• This area provides the only route to the
upstairs reading rooms, via the stairs, or
lifts.
• Lifts are used by visitors and staff, and
stop at staff-only levels using a security
pass.
• Toilets and water services are located in
this area, but are hidden in the back, and
not easily noticed.
• Staff corridors are accessed via a
door near the ladies toilets, causing
congestion for visitors.
SIGNAGE
• Unclear signage leads to increased use
of lifts.
• Available signage is small, and lack
of emphasis and heirarchy makes it
difficult to idenitfy the most important or
relevant rooms.
• Signage uses room names, rather than
contents or purpose - e.g. La Trobe vs.
Australiana
Redmond Barry Reading Room
LAYOUT
• Key services are hidden - journals,
printers, help phones
• Noise levels in the room are controlled
organically. While Redmond Barry is
not a designated quiet room, visitors
self manage noise levels, leading it to
effectively act as a quiet room.
• The mezzanine floor provides some
of the most private work spaces in the
library, and consequently these desks
are much in demand. This demand can
make it difficult for visitors wishing to
work with the collection, unless they
arrive early.
• The collection, and services located on
the mezzanine are largely hidden, and
only discovered by exploration.
• There are no lifts in this room, and
the mezzanine can only be publically
reached via the stairs, causing signficant
accessibility issues. Visitors with mobility
issues can only gain access to the
mezzanine via staff lifts through prior
arrangement with security staff.
SIGNAGE
• The purpose of the room is not
explained. While the space contains very
specific collections (e.g. Computing,
Science, Social Sciences, etc) this can
only be understood by close inspection.
• Very little can be ascertained at a
distance.
• Signage is inconsistenly applied
throughout the room, with huge variation
in formats, palettes, and typefaces
• Accessibility signage is poor - a disabled
visitor would need to manually visit all
four stair cases to understand there is no
lift access to the mezzanine.
• Collection signage is not understandable
to new visitors. There is no indication of
what each shelf contains, beyond the
incomprehensible Dewey numbering.
• ‘Do not reshelve’ signs leave visitors
unsure of how they should interact with
open access collection.
• Instructional signage unclear - computer
booking and location poorly explained.
WATER
• The water fountain is situated by the
entrance to the male toilets, which is
unappealing, and effectively blocks it
from use by women.
• The water fountain is used frequently
by male library visitors to refill water
bottles, although an appropriate tap is
not provided.
• Female visitors fill water bottles using
the taps inside the female toilets.
• The water fountain is inaccessible when
the male toilets are being cleaned.
TOILETS
• These toilets are heavily used by visitors,
with the majority of Redmond Barry
and La Trobe visitors using these toilets
during their study/work breaks.
• The women’s toilets are regularly
obstructed by staff entering/exiting staff
corridors
MEETING SPACE
• Used regularly for quiet collaborative
study, or as a place for independent
study with friends.
• Similar use to the Information Centre,
but used by visitors more familiar with
the library and in need of a quieter
space.
• The round tables are used regularly by
groups of students.
• The ability to work alongside one
another is important for many students.
• Many students will use this space on a
daily or weekly basis, often at the same
desks.
• Visitors will arrive early in the morning to
reserve their favourite desks.
• Visitors will stay for long periods of time
- all day, or until closing.
WATER
• Large water bottles are brought in by
visitors working throughout the day.
POWER
• Powered desks attract visitors, who may
never interact with the collections.
Cowen Gallery
LAYOUT
• The clash of contexts as visitors
transition between library spaces causes
confusion. Eg. computer room (TIC)
to art gallery (Cowen) to reading room
(Redmond Barry).
SIGNAGE
• Signage indicating pathway to ajoining
rooms is hard to spot, and can be
ambiguous.
• The Heritage Reading Room signage
is hidden within the Blue Rotunda,
with poor line of sight from the Cowen
Gallery.
• Gold lettering used in room signs can be
hard to discern from a distance.
• Signs pointing to other exhibitions
(Dome Galleries, Keith Murdoch) are
very limited.
POWER
• There is a huge demand for power. At
the start of each day there is a rush by
visitors to gain powered desks. Desks
without power will be the last to fill.
• As desks fill up visitors will choose
places to work based on access to
power, with many electing to sit on the
floor to reach power.
• Library equipment is unplugged by
visitors needing available power points.
• Many users will charge multiple devices,
and need multiple power points at each
desk.
TOILETS
• Directions to toilets is the most
commonly asked question at the service
desk.
• There are three sets of toilets on this
floor, but none are clearly marked.
• Baby change facilities are not
signposted.
• Many visitors will leave their belongings
to reserve desks when going to the
toilets.
Assisted technology
Lift area
Cowen Gallery
COPY CENTRE
online
database
online
database
start here
ask
research
assisted
technology
male
toilets
female
toilets
staff
only
SMS
print
6. Dome
5. Galleries
4. Galleries
3. La Trobe
2A. Redmond...
2.
1. Staff only
WATER
redmond barry
231
Toilets?
OW!
information
Dome?
Is this even
a quiet room?
So where are the
books?
Sorry.
Going down!
Water?
Toilets?
Can I borrow
books?
Baby facilities?
Redmond
Barry?
Heritage
reading?
W
info
Where is...
Catalogue
computers?
Prayer room?
Toilets?
Redmond Barry
reading room?
Now what...
Photocopiers?
Help! Do you
work here?
Now you tell me!
That would have
been handy...
Sorry these seats
are reserved for
friends...
y= 2x+4z+27?
Correct!
How do I go up?
Where are the
lifts?
Geography?
Journals?
Computer 19?
Help! Staff?
B. RB 236.445.766
internet booking
station
SHHH!SHHH!
Toilets?
SHHH!SHHH!
So where are the
books?
OW!
Foyer
INFORMATION REQUESTS
• Foyer service desk acts as first line of
enquiry.
• Foyer staff will act as tourist and
directional information source.
• Foyer staff will try to respond to non-
collection based information requests
using web searches, where time permits.
• If a query relates to the collection,
foyer staff will direct visitors to the
Information Centre to continue their
enquiry.
OPEN ACCESS
• Foyer staff will field many enquiries
asking about purpose and role of the
library - if people are permitted, can
books be borrowed, how to find books,
etc. Many of these could be dealt with
through clearer signage.
RESEARCH GUIDES
• Offsite staff may refer customers to
research guides online.
• Staff may also refer to research guides
themselves to assist in answering
customer queries.
DEFERRED ENQUIRIES
• If a query cannot be answered on the
spot, it may be entered into Reftracker
so it can be answered later with more
time, and (if required) more expertise.
Queries may be tagged to an individual
or team with relevant knowledge, where
appropriate.
• Reftracker is also frequently used as an
informal knowledgebase for enquiries,
with all previously logged enquiries and
answers searchable.
Offsite room
COLLECTION REQUESTS
• Responds to phone, email, and chat
enquiries.
• Internal help phones are answered by
offsite staff
• Staff will search and perform collection
requests on behalf of external
customers.
• Staff may also talk customers through
the online request process.
• Where a request cannot be completed
online (as it is part of heritage collection,
in offsite storage, or unbarcoded), staff
will complete the required request forms
on behalf of customers.
• Staff may also phone directly to storage
areas and request item over the phone
(paperwork will be then be completed
by the team on the other side).
• Handwritten forms are collected 3 times
per day, at 9, 12, and 3.
News/Genealogy
GENEALOGY TRAINING
• Visitors require a great deal of assistance
when starting their search for their
family history.
• Research is ongoing, and can often take
weeks, or months.
• Visitors spend long periods of time using
the room, equipment, and resources.
• Staff will ask for visitor’s current
family knowledge, and then explain
an appropriate place in the library’s
collection to start their research.
• Staff will frequently perform searches
on international births, deaths, and
marriages databases on the customer’s
behalf.
• With a basic understanding of the family
member in question, staff will then
demonstrate links beween known data,
and the library collection.
EQUIPMENT SUPPORT
• Most of the library’s geneaology and
newspaper collection is stored on
Microfilm/Microfische, and needs
equipment to view.
• Staff are on hand to provide basic
support in using equipment.
• Basic guides to each device exist,
although customers will consistently go
straight to staff rather than self serve.
• Customers will ask any member of staff
for help, including those passing by on
their way to staff areas.
Staff areas
RESEARCH GUIDES
• Created and maintained by librarians.
• Customers can add comments, but
cannot alter content (wiki style), even if
they have expert knowledge.
DEFERRED ENQUIRIES
• Reftracker is monitored by the Digital
Access team, with deferred enquiries
referred to either an individual, or a team
with relevant knowledge.
• Many queries are answered
collaboratively by staff int he work area
- e.g “Does anyone here know about
military history?”
Information Centre
INFORMATION REQUESTS
• Staff receive a huge variety of requests
for information, that may, or may not
require collection material to answer.
• Staff conduct reference interviews to
understand question, and determine
how SLV can help.
• An on-the-spot response may be
possible through staff knowledge, or
from a quick catalogue/web search, or
online database query.
• Staff may direct the visitor to catalogue
or internet PCs to self-help.
• Staff may also refer to an external
source for assistance - e.g. other
government bodies, non profit
organisations, etc.
• Information request may develop into
collection request for one or more items.
COLLECTION REQUESTS
• Customers may arrive with a specific
item in mind for their request.
• Staff may direct customers to catalogue
PCs, or perform the query themselves.
• Customers are not able to easily print
a catalogue reference within the
library, and will need to note down (or
photgraph) the relevant details.
• If an item is in open access, visitors
should be able to self-serve, finding the
item in the relevant reading room.
• Items in onsite storage can be requested
directly through the catalogue, where
the visitor is already registered. If not
already registered, the visitor will need to
register online, or at the service desk.
• Where a request cannot be completed
online (as it is part of heritage collection,
in offsite storage, or unbarcoded), a
prompt to call a phone number is given.
• Typically customers will opt to talk to
desk staff, rather than placing a request
phone call from within the library.
• Staff may direct customers to the La
Trobe desk to complete the request
process. Depending on the staff
available on the desk, requests may also
be processed by Information Centre
staff.
• Where a request is able to be placed
online, customers will be directed to the
collection request shelves for collection
within 20-30 minutes.
• A text message will be automatically
sent when the item is available, for
customers who provided a mobile
number and opted in during the
registration process.
• The collection requests desk is not easy
to locate within the Information Centre,
with many customers requiring further
staff support to identify where to collect
their items.
OPEN ACCESS
• There is a limited number of books in
open access within the Information
Centre.
• The most visible books are part of the
reference collection (dictionaries, phone
books, etc.) and are not generally of
great interest to visitors.
• A shelf displaying new items, or items
relating to the current exhibition is
situated near the entrance, but it is not
clearly signposted. It does however
attract some interest from visitors
passing by.
• Catalogue computers are not easily
found, leading to increased volumes of
enquiries at the service desk.
• The collection reference provided
by a cataologue query is not easily
understandable by visitors.
• Wayfinding difficulties mean visitors
struggled to locate collections in other
rooms.
CATALOGUES
• Catalogue computers are hard to locate
from a distance.
• Catalogue computers located close to
service desk discourages self-help.
• Catalogue computers are not easy to
use quickly - ie. standing up.
COPY ORDERS
• Copy orders can be placed online
through the catalogue.
• The document supply team can be
called to provide assistance.
• Customers will need to either login with
their existing library card, or sign up for a
copy order specific account.
TROVE
• Trove is used as an alternative source,
where an item is not part of the SLV
collection, or a more convenient location
can provide a copy.
• Trove enables SLV customers to locate
items in external and out of state
libraries.
• Trove also enables customers from
external libraries to locate items in the
SLV collection.
• Trove is used to identify items for inter-
library loans.
INTER-LIBRARY LOANS
• Where items are not available within
the SLV collection, staff can offer the
inter-library loan service to customers.
(See document supply for further
information). This is a paid service, with
visitors being asked to a pay a small fee
in cash, or via a credit card.
Collect Books and Reserves
COLLECTION REQUESTS
• Items for collection are stored in multiple
locations at this desk. Some are openly
accessible by visitors, while others
(offsite, audio visual) are stored behind
the service desk.
• As items openly accessible are most
visible, many visitors will look on these
shelves, and be confused when they are
not able to locate their requested item.
• Where items are behind the service
desk, this is not obvious to visitors, who
cannot directly see where items are
stored.
• Items are stored on the collection
shelves by surname.
• Pamphlet folders on shelves will direct
visitors elsewhere for material (Heritage
Reading Room, staff at the collection
point), or inform them that the item
could not be found. These folders
are not easily understood by visitors
however, leading to many asking for staff
support.
• Items on shelf have paper slip with
customer name, item details, and
instructions on item use and return date.
• Collecting visitors will regularly ask
staff ‘where can I take this book?’, ‘can
I borrow this?’, and ‘what should I do
when I’ve finished with it’.
• When visitors are finished with the item,
they can return it to service staff, or
place it on the nearby trolley, although
this is not immediately obvious to
visitors.
• Items on collection shelves are cleared
after 7 days.
INTER-LIBRARY LOANS
• Visitors pay for the inter-library loans
service here, if paying by cash. They may
also complete a credit card payment
form at any service desk.
Foyer
Palmer Hall
Genealogy/
Newspapers
Assisted technology
Collect books
& ReservesPrint/copy room Arts
Offsite room Staff room
Cowen Gallery
Information Centre
COPY CENTRE
mr tulk
toilets
information start here
ask
research
assisted
technology
Staffed
from
12pm
male
toilets
female
toilets
staff
only
Keith Murdoch Gallery
Lift area
RESEARCH
GUIDE
1. On shelf : RB
3874.8887.334
2. Request from onsite/
offsite storage
3. Call 86647009
search catalogue
search catalogue
search TROVE
search Reftracker
WATERrequest
pdf
Library member?
or register online...
RB 3874.8887.334
New
books!
request
A 3874.8887.334
I don’t
understand...
ONLINE CHAT ONLINE CHAT
CHAT
request form
Request forms
reftracker
online
database
online
database
Let’s talk more
about what you
need...
I want a copy of
this image to print
for mum’s birthday!
Sorry not a lending library.
You can view it anywhere
in the library for 7 days
though.
My book from NSW isn’t
here. It says to go to the
Heritage reading room...
Catalogue
computers?
I need
to register
Do you know
the answer to...
I can answer that
immediately!
Can you help
me find this
item?
What do you need
to research?
I can check our
catalogue and
TROVE for you...
There’s a copy at
another library. Would
you like us to request
it for you?
You can lodge an online
enquiry via the website
and an expert can get
back to you on that.I can request
that for you...
We have
a research guide for
that on the webiste!
Yes. Can retrieve
it for you...
I can help! I’m
an expert in that
area!
Here’s that
research guide I’ve
been working on!
This is a complex
enquiry...
But I’m an
expert on that
too..
Not sure about
this one...
I’ll just ask
for help..
Toilets?
This is
interesting...
Redmond Barry
reading room?
It’s actually at
a library nearby.
Need directions?
I’ll look that up
for you online...
Can I borrow
books?
TELL ME
EVERYTHING!
Library?
Books?
Trams?
How do I go up?
Where are the
lifts?
WELCOME!
Can I help you?
Let me look on Google
for you!
I don’t
understand...
My book isn’t
here again...
I’m finished with
this. What now?
I can do that search with
you or I can show you
how to search on your
own...
I’m trying to find
a person but I don’t
know where
to start...
I’m trying to find
my uncle...
You can also
search in our
collection
Try this database. We
also have newspapers,
biographies and
pictures...
Some resources
may cost you
$$$
I’ll show you how
it works!
Can I take this
home with me?
Time to clear the
expired books...
6pm
Looking for reference
material..
We’ve had this
question before...
onsite storage
Collected at 9am,
12pm and 3pm by
a collections officer
Your item is ready
to be collected!
1
hour
Redmond Barry
room?
Why can’t I
request this item
mysefl?
RB 3874.8887.334
search catalogue
search TROVE
A 3874.8887.334
Onsite storage
COLLECTION REQUESTS
• Requests are either printed
automatically, delivered to staff, or
phoned through.
• Items requested online through the
catalogue will automatically print two
slips - one that stays with the item,
and one that is left on the shelf. Other
requests will require two slips to be
manually created.
• Staff will take details of item, locate it on
the shelves, and leave a marker slip to
assist in returning the item to the correct
location when the customer is finished
with it.
• Retreived items will then be delivered
to the Collection Request point in the
Information Centre, or delivered to the
Heritage Reading Room.
Offsite storage
COLLECTION REQUESTS
• Requests can only be made in advance.
• Deliveries are once daily, delivered
overnight for the next business day.
• Collection request forms are printed at
storage, and then the item is collected
from the shelves by staff.
• Staff deliver the item to Melbourne, then
it is delivered to the Collection Request
point, or Heritage Reading Room
following the usual channels.
Redmond Barry Reading Room
OPEN ACCESS
• New books selections on display, but can
only be seen when exiting the room.
• New magazines and journals on display
at the back of room, with no evident
connection to journal room behind
Redmon Barry.
• Browsing the collection is very difficult -
Dewey ranges are only visible close up at
shelf level, and cannot be scanned when
walking through the room.
• To new visitors the library classifications
lack a logical order - e.g. computing next
to philosophy.
• Mezzanine level collection is impossible
to browse, without deliberately going
upstairs and browsing shelf by shelf.
• ‘Do not reshelve’ signs and lack of clear
explaination on where to place used
books cause visitors to question whether
they are even allowed to access books.
• Even with a catalogue reference, it is very
hard for visitors to identify which room,
and then which shelf the item is located in.
• Folio books are located in a seperate
sequence to other books.
• Where visitors need support, the
service point in this room is not staffed.
Assistance in this room can only be
reached by desk phones, or tracking
down a staff member passing through,
reshelving, or roaming.
• On seeing an obvious service desk, visitors
will stand by the desk, waiting for staff to
‘return’.
Heritage Collection Reading Room
COLLECTION REQUESTS
• Accessed by being buzzed through a
locked door by staff.
• This room is almost exclusively for
items requested in advance. The only
exceptions are a collection of historic
maps of Melbourne, that can be openly
browsed.
• To access requested items, visitors must
sign into a paper log sheet, even if they
are already registered, and explain the
item they have requested.
• Staff will match visitor’s description
of their item, and check paperwork in
manuscripts, rare books, or pictures
folders. This can be difficult, where
the customer’s description does not
immediately hint at which collection it
has been requested from.
• Once visitor’s request slip is found in the
correct folder, the slip is used by staff to
locate the requested item in the room,
and explain the usage conditions to the
visitor.
• When the visitor is finished with the item
staff will check whether they will need
it again, or are completely finished. They
will also check the item’s condition to
make sure no damage has occured.
• Paperwork is filed by staff, which is then
archived by collection staff at a later
date.
• Visitors can also place additional
collection requests within this room.
Staff will typically fill out the request
form on the visitor’s behalf.
• Request forms are collected by
collection access staff 3 times per day at
9, 12, and 3.
• Where an item request needs further
mediation, appointments with heritage
collection staff may be made at this
point.
COPY ORDERS
• Catalogue computers are available in
this room to enable copy orders to be
placed by visitors, or assisted by staff.
• The document supply team may be
called in to assist, where required.
• Where the item to be copied is already
in the room, staff will assist the visitor in
marking the desired pages or items.
• The complexity of the heritage collection
catalogue references, mean that the
process of ordering copies may be time
intensive. Eg. idenitfying the exact pages
from a large multi folio collection.
INTER-LIBRARY LOANS
• Visitors use this room to view all items
loaned from external libraries, to ensure
they are properly and securely cared for.
Collect Books and Reserves
COLLECTION REQUESTS
• Items for collection are stored in multiple
locations at this desk. Some are openly
accessible by visitors, while others
(offsite, audio visual) are stored behind
the service desk.
• As items openly accessible are most
visible, many visitors will look on these
shelves, and be confused when they are
not able to locate their requested item.
• Where items are behind the service
desk, this is not obvious to visitors, who
cannot directly see where items are
stored.
• Items are stored on the collection
shelves by surname.
• Pamphlet folders on shelves will direct
visitors elsewhere for material (Heritage
Reading Room, staff at the collection
point), or inform them that the item
could not be found. These folders
are not easily understood by visitors
however, leading to many asking for staff
support.
• Items on shelf have paper slip with
customer name, item details, and
instructions on item use and return date.
• Collecting visitors will regularly ask
staff ‘where can I take this book?’, ‘can
I borrow this?’, and ‘what should I do
when I’ve finished with it’.
• When visitors are finished with the item,
they can return it to service staff, or
place it on the nearby trolley, although
this is not immediately obvious to
visitors.
• Items on collection shelves are cleared
after 7 days.
INTER-LIBRARY LOANS
• Visitors pay for the inter-library loans
service here, if paying by cash. They may
also complete a credit card payment
form at any service desk.
Heritage storage
COLLECTION REQUESTS
• Rare printed, and Manuscripts
collections retreived by heritage retreival
officers.
• Heritage retreivals officers are specially
trained staff, due to the complexity of
the storage and request systems, access
restrictions, and handling requirements.
• Will frequently request assistance from
collections staff where item cannot be
easily located.
• Pictures collection retreived by Pictures
staff. All Pictures request forms are
delivered to Pictures staff prior to
retreival.
• Retreivals staff will look for access
restrictions, and alert collection staff
for further mediation with customer, as
required.
• Where an item has access restrictions,
and appointment to view the item in the
heritage offices may be made.
• Location codes will differ greatly
between heritage collections, with
collection retreivals staff requiring a
huge breadth of knowledge to learn and
remember collection locations.
Documen
COP
• Docum
copy o
for a P
• Staff r
follow
Items
supply
• Item is
specifi
by doc
need a
will be
• Copy i
emaile
burnt,
INT
• Docum
items
SLV, o
• Items
extern
• On arr
to the
custom
it is re
• Where
item f
team
policty
staff t
• If colle
be pos
docum
Heritage Reading Room
Dome Galleries
Onsite storageOffsite storage
Cowen Gallery
Redmond Barry Reading Room
D
&Heritage storage room
ballarat
female
toilets
staff
only
Lift area
information
231
Request forms
collectionspoint
ONSITE STORAGE
RESTRICTED
do not reshelve
rare books
TO: Document
supply team
FR: Library X
TO: Library X
FR: State Library
of Victoria
request
request
pictures
manuscripts
rare
ill
maps
request form
Things you
should know ...Sign
in here...
New
books!
Redmond Barry
reading room?
Item requested
is restricted. Is it ok
to retrieve?
These are out order.
I can’t find the oo s
on my own...
Geography?
Yes, we can
arrange that!
Hi what are you
here for?
To get that you will need
to make an appointment with
the heritage librarian...
Let’s mark the
pages you want
copied...
I will be coming back
later so please hold
onto it for me...
You can order
that online
Help?
Wow. These are great!
I wish I knew these were
here!
B. RB 236.445.766
internet booking
station
Collected at 9am,
12pm and 3pm by
a collections officer
Your item is ready
to be collected!
Am I allowed to get
this off the shelf?
Hi I’m here for
my viewing
appointment...
Where’s the
information point
up here?
INT
I’d like to order
copies of...
Would like to arrange
for a customer to view
a rare/valuable item?
This is
interesting...
Things you
should know ...
Hi what are you
here for?
Would like to arrange
for a customer to view
a rare/valuable item?
Yes, we can
arrange that!
newspapers
Information Centre
WORK SPACE
• The Information Centre acts as a primary
hub for visitors hoping to work within the
library. As the first room with desks and
computers, many visitors do not move
beyond this room.
• Activities within the Information Centre
are diverse, but include solo and group
study, tutoring, job interviews, office
workers seeking a place to work outside
of the office, and individuals running clubs
and businesses from the library.
• The collaborative nature of much of this
activity means the Information Centre is
the busiest, and noisest of the available
work areas, which can lead serious visitors
Arts Reading Room
WORK SPACE
• As one of the quietest spaces in the
library, the Arts collection room is one
of the most popular areas for serious
workers. Desks will fill up early and
remain full through to closing.
IT SUPPORT
• In addition to standard IT needs, the Arts
collection also provides AV equipment
which demands its own support. Visitors
can ask Arts desk staff for support, when
the desk is manned - otherwise they will
enter the Information Centre seeking
help.
Experimedia
IT SUPPORT
• The Experimedia area provides gaming
consoles, to attract a youth audience.
These regularly fail and require staff
support to reboot or reconnect
controllers.
PRINTING
• Printing and copying services are
outsourced to Bear Solutions, with all
equipment and money handling handled
by this third party.
• Bear Solutions provide support staff
during mornings, Monday to Saturday,
with support provided by library staff at
other times.
• As many visitors do not understand the
Bear Solutions relationship, they will
choose to ask a passing library staff
member for support, even when Bear
staff are nearby.
• The location and labelling of the copy
centre causes confusion. It has poor
DESKTOP COMPUTERS
• The Information Centre provides free
access to 15 minute computers, on a
first-come, first served basis.
• Available signage makes it hard to
easily understand which computers are
available for use, and which are provided
for catalogue use.
• While these computers are provided for
quick use, many visitors will repeatedly
log back into computers in 15 minutes
blocks, staying for hours. This can cause
friction between visitors at peak times.
• Where computers are full, a queuing
spot is provided (although it is not
particularly visible) and its use is not
IT SUPPORT
• With the provision of WIFI, printing, and
desktop computers, visitors expect a
level of IT support.
• Desk staff will be regularly asked for
support in connecting devices to the
WIFI, using provided software, and
connecting their own devices to printing
services.
• Many visitors will also request charging
cables and adaptors for their devices,
including adaptors for foreign power
points.
• Desk staff will provide support where
possible, and call rovers via the Vocera
radio system to provide additional
• Printing requires a library card, or
dedicated print card, both of which must
be charged with pre-paid credit prior to
printing. This can only be done within the
copy centre, meaning anyone wishing to
print must come to this location first.
• The charging machine does not provide
change, and while this is labelled, it is
frequently overlooked, leading to requests
for refunds on credits to library staff -
requests which can not be actioned.
• Scans can only be saved to a USB stick,
which are not provided by the library,
and are not on sale within the Readings
Bookshop. Availability to USB sticks is a
Assisted technology
Collect books
& ReservesPrint/copy room Arts Reading Room Experimedia
Information Centre
Lift area
online
database
online
database
start here
ask
research
assisted
technology
male
toilets
COPY CENTRE
WATER
BEAR
BIT TORRENT
67%
Queue here
printing provided by
BEAR SOLUTIONS
2 MINS
LEFT
printNow what...
Microsoft
Word?
Power
adaptors?
Which
computers can
I use?
ers?
Melbourne city
library has
MS OFFICE
I need to PRINT,
but the sign says
COPY CENTRE?
y= 2x+4z+27?
Correct!
How do
I print?I can
help too!
This costs more than
OFFICEWORKS
Do you sell USBsticks?
You’ll need a library,
or print card.
Can I print in
colour?
Do you have change
for $50?
Where do I put the
money?
The machine ate
my money. Can I get
a refund?
Printing?
How much?
Scanners?
Excel?
Any more
computers?
I need more than
15 minutes!
That guy has been
on the computers
all day!
ROVER!
Can I print from
my laptop?
I can help you
with that!
There are 1hr
computers
upstairs
How is
Melbourne?
Let’s study the
next chapter
Hi, it’s Bob from
the office..
So why do you
want this job?
Our club is now
in session
How I do I change
the music?
This WII doesn’t
work!
I’ll just log
back in...
My vision problems mean I
need support with screen
resolution, screen angle,
and seat height...
downloading
67%
Our club is now
in session
Redmond Barry Reading Room
WORK SPACE
• The Redmond Barry room is the most
popular space for regular and serious
workers. Visitors will race when doors
open to claim their favourite desk in this
room, and once claimed many will tend
to keep the desk for much of the day.
• The quiet nature of the room means
it is very popular with students, many
of whom visit the library on a daily or
weekly basis.
• University students, who make up the
bulk of visitors in this space, choose
the library over their own university as it
provides anonymous, quiet space away
from distractions. They appreciate the
La Trobe Reading Room
WORK SPACE
• The La Trobe room is the least used
reading room and is typically the last to
be filled during the day. At peak times
however it will fill up with a combination
of students studying, and other visitors
looking for a quiet place to think and
work.
• Visitors either love this room or hate
it. For some it is too austere and
uncomfortable - for others it is their
favourite room in the building to work,
with the huge ceilings ‘allowing space for
their thoughts’.
• The La Trobe room is popular with
writers, and many well known Victorian
Arts Reading Room
WORK SPACE
• As one of the quietest spaces in the
library, the Arts collection room is one
of the most popular areas for serious
workers. Desks will fill up early and
remain full through to closing.
IT SUPPORT
• In addition to standard IT needs, the Arts
collection also provides AV equipment
which demands its own support. Visitors
can ask Arts desk staff for support, when
the desk is manned - otherwise they will
enter the Information Centre seeking
help.
Experimedia
IT SUPPORT
• The Experimedia area provides gaming
consoles, to attract a youth audience.
These regularly fail and require staff
support to reboot or reconnect
controllers.
WIFI
• Virtually all visitors working in this room
will do so while connected to the library
WIFI network on their own devices, or
will be connected to the library network
directly on the provided desktop
computers.
• Internet use is incredibly varied, but most
will at least some of the time use social
networks, send emails, and casually
browse general websites.
• Many visitors will use the library
internet to watch streaming videos,
including sporting matches, television
programmes, and educational videos.
• While the majority of visitors use the
PRINTING
• A printer is available but somewhat
hidden within the information point.
• As charging print cards can only be done
in the Information Centre, many visitors
will need to make a trip downstairs
before being able to use this machine.
IT SUPPORT
• Visitors needing support in this room will
ask the service desk staff for support, if
they can be found.
• Service desk staff will attempt to provide
support but will often rely on rovers for
advanced support or during peak times.
Rovers are called using the Vocera radio
DESKTOP COMPUTERS
• The Redmond Barry room provides a large
number of very popular bookable 1 hour
computers.
• Computers must be booked using the
computer booking terminal near the room
entrance.
• The booking system will anonymously
allocate a computer, on a first come first
served basis. When no computers are
currently available, it will issue a booking
for the next available computer - during
peak times, this can lead to significant
waits for visitors.
• Computer bookings time-out unless
they are claimed within 5 minutes of
IT SUPPORT
• Visitors needing support in this room
are limited to roving staff, reshelvers,
and any other staff passing through the
space.
• The information desk is not staffed,
which causes visitor confusion. Visitors
can often be seen waiting around
the desk for returning staff, and then
ultimately giving up and seeking help
elsewhere.
should be limited to visitors with a library
card, and should only permit one booking
per person at a time.
• Once a computer has been booked, a
paper slip is printed to provide proof of
booking, and instruct the visitor on which
machine they have been allocated. Many
visitors struggle to match the printed
computer code with the actual computer,
and will wander the computer desks until
they find the correct machine.
• As with general WIFI use, desktop
computer use is varied, with a huge
range of appropriate, and sometimes
inappropriate browsing behaviour.
PRINTING
• While a printer is available in the room, it
is hidden to most visitors.
• The library offers a web based print to any
location service, which enables people
working in this space to print directly to
the local printer and avoid the need to
go downstairs to collect their copies.
Unfortunately this service is not well
explained or understood and is not heavily
used in this room.
• As print cards can only be charged in the
copy centre, many visitors will need to
travel down to the copy centre before
printing.
Experimedia
Dome Galleries
La Trobe reference deskCowen Gallery
Redmond Barry Reading Room La Trobe Reading Room
Lift area
information
information
study rooms
female
toilets
staff
only
231
LA TROBE READING ROOM
DOME READING ROOM
AUSTRALIANA
BIT TORRENT
67%
YOU TUBE
lesson 1
E-LEARNINGFACEBOOK
SCORE: 9999
ca t et fi
in here...
Computers?
Where is the
printer?
Computer 19?
internet booking
station
This WII doesn’t
work!
This isn’t
fair!
This happens
every day!
He keeps printing
out booking slips!
#@$$!!
I don’t want that
computer!
DISGUSTING!!
High score!
I love this game!
When will someone
come to help me?
Where do I collect
my print outs?
WIFI too slow when it’s
busy so I bring my own
internet...
Here’s the book!
Recharge print
card?
ROVER!
I love this space. It’s
such an inspirational
place to write!
SCORE: 9999
I love this space. It’s
such an inspirational
place to write!
Palmer Hall
Readings
bookstore
External
Genealogy/
Newspapers
Assisted technology
Print/copy room
Conference/seminar rooms
online
database
online
database
mr tulk
toilets
ask
research
assisted
technology
victoria
Staffed
from
12pm
Keith Murdoch Gallery
TOUR
pirANESI
ROME
postcards
COPY CENTRE
piranesiexhibition
piranesiexhibition
BEAR
printing provided by
BEAR SOLUTIONS
school tour
piranesi
PUBLIC LIBRARY TRAINING
WHAT’S ON TODAY
ORATION
LECTURE
MASTERCLASSES
TOUR
CHILDRENs FESTIVAL
VILLAGE ROADSHOW THEATRE
CHESS
INSIDE
CAN WE JOIN
THE LIBRARY?
Bags in here
please!
DOME?
I missed my school
tour...
Sorry you’ll have to
just wait for them
to finish...
I’ll mind the bags...
I loved the exhibition!
Ok. I’ll take the kids
through the library...
Here’s a map and
instructions...
WOAH...
@Lib_victoria:
I love the library!
And now on Radio National we have Sue
from the State Library of Victoria talking
about the wonferful Children’s Book
Festival happening right now...
@Bob_by:
Right back at you!
Shall we go see the
exhibition?
Sure! I’ve never
actually been inside
the library
I wonder why
this is here?
We’re here for the
conference
Here’s the training
room
school tour
public tour
TOUR
CHILDRENs FESTIVAL
LIBRARY
TOUR
Collect books
& ReservesPrint/copy room Arts Heritage Reading Room
Cowen Gallery
male
toilets
female
toilets
staff
only
picture books
COPY CENTRE
WATER
231
printing provided by
BEAR SOLUTIONS
TOUR
SHUSH
Young adults
inky awards
tonight
La dolce vita!
closed for
conference
room
in use
Lift area
Bags in here
please!
internet booking
station
But where
is Ned Kelly?!
Parlez vous
Francais?
Can we use any
other rooms?
Loved the storytime
but the changeroom
is so poor I won’t be
coming back!
But how am
I going to run
my class?
This is our
family space...
I might just duck
out for a bit...
TOUR
But where
is Ned Kelly?!
Interacting with the physical space
Accessing information
Getting stuff done
Community engagement

17. LESSON 3.
MAP IT OUT,
PUBLICLY
1. Tell personal stories
2. Sketch constantly
3. Share quickly and often

18. CONCEPT GENERATION

19. PROTOTYPING

20. USING THE LIBRARY AS A PROTOTYPE

21. Final journey map

22. DROP IN FEEDBACK SESSIONS

23. LESSON 4.
PROTOTYPE BEFORE
YOU’RE READY
1. Design through prototyping
2. Don’t try to figure it all out
3. Be brave
4. Welcome the skeptics

24. DOCUMENTING AND SHARING THE FUTURE STATE VISION

26. SO WHAT’S HAPPENED SINCE THEN?

27. STRATEGIC IMPACT

28. IMPACT ON STAFF

29. IMPACT ON OUR TEAM

30. Final journey mapAND THIS HAPPENED

31. THANK YOU
Chris O’Brien
Senior designer, Meld Studios
chris@meldstudios.com
@chrisobrien