Services, Digital & Physical
For the service design class, we were asked to explore three service experiences that spanned physical and digital spaces — and methods of representing those experiences graphically.
Local Library
Though libraries have existed long before digital services, my local Pittsburgh branch relies heavily on digital services. Though the space is set-up so you can peruse books (they are all at least accessible) and there are even tables in the front, like an independent book store with recommended titles, the space isn’t particularly warm. Most people are seated around the free computer terminals the library card lets you access. Most of the books I come in to get are not in the stacks but ones I have found online and requested through their website. They are shipped from other libraries across Pittsburgh and wait for me behind the check-out desk. I spend all of five minutes in the library at one single touch point, speaking with a librarian who finds the book by scanning my card, grabs the book from behind her, checks it out with a computer in front of her — all this labor within my line of visibility. I avoid the self-service check-out, though it gives a very satisfying thunk (don’t know why) when you scan the book so it’s almost a disappointment.
Audio Books
Selecting, buying and listening to an audiobook on Audible is an entirely digital experience. Though books can be purchased on the app, I find it much easier to find books on their website where there’s more room to move back and forth from the Audible-recommended books and other review sites like Goodreads or Amazon. The app syncs your purchases that you’ve made on your web browser to your phone (just make sure you have WiFi or 4G to download your book). Most of the time I find myself wanting to return the book 20 minutes in (nothing worse than being stuck on a road trip with a boring book) and that can only be done on the website. Since I am already on the road by the time I decide to return the book, I must pull up their not-mobile-friendly site and dig through it until I can find the buried return link and begin the search process over again.
Amazon’s Brick & Mortar Store
Though I have not visited yet it, Amazon’s new Seattle brick and mortar store claims to bridge the digital and physical in new, innovative ways. The store presents visitors with limited book selections — only those that have received a high review rating on their website. All books are displayed cover-out and display sections relate to hot-selling titles of the week. Prices are not provided until the book is scanned using an Amazon app or an in-store scanner allowing Amazon to match the prices of the books at the brick and mortar store with those online which are constantly in flux (surge pricing).
