The State Library of NSW

A stunning building with so much more inside that we needed to let the public know about.

Problem

The current NSW State Library had a very un-user friendly search experience, thus staling what could otherwise be a great engagement. THe challenge was how to UX absolute masses of content ranging from fine artefacts through the questions about the library space.

What journey could we build to make everyone happy?

Solutions Approach

Development of a CX Research Strategy, synthesising data to inform future innovations via insights and inform design sprints. Many user research sessions, persona identification, several user journey attempts and gap analysis reviews.

Collaboration with State Library internal DX high tech innovations team. Department wide senior stakeholder involvement and Head Librarian to develop Customer Journey Walls, Running of senior stakeholder workshops and design thinking sessions.

To finally be able to define design priorities as part of MVP sprints for new universal Public facing CX solution.