2014 / Mapping the Experience: Go on a Service Safari


2014 / Mapping the Experience: Go on a Service Safari

Melanie Huggins, Director, Richland Library, SC

Patrick Quattlebaum, Managing Director, Adaptive Path

A typical library has hundreds or thousands of interactions with its customers within a given day. Whether occurring between people or via technology, the accumulation of these interactions shapes the experiences of your customers and, ultimately, the strength of your relationship with them. If your goal is to create great customer experiences, you have to examine these interactions and understand the customer context in which they occur. In this session, you will get a framework to explore service experiences in fun Chicago locations and identify a framework for understanding a service experience from the customer's perspective. You'll learn a method that you and your fellow staff can use to better serve your patrons. Participants will also leave with a handy template to use when conducting service safaris in their own practice.

Members: 7
Latest Activity: Nov 8, 2015

Speaker Bios

Melanie Huggins
Executive Director
Richland Library (SC)

Melanie Huggins has been the Executive Director of the Richland Library (SC) since 2009. A noted expert in the areas of strategic planning, collaborations, leadership development and library staffing, she is a frequent speaker and facilitator for other libraries and organizations. At Richland Library, Ms. Huggins has led a new focus for strategic planning, coordinated the first Amnesty Week to remove barriers to library service for everyone in the community and received more than $1 million in grants. 

Patrick Quattlebaum
Managing Director
Adaptive Path (CA)

As Managing Director, Patrick Quattlebaum guides the evolution of Adaptive Path’s services in response to the emerging needs of its clients. He is also an in-demand consultant who helps organizations envision, architect and manifest new product and service experiences. He’s a passionate storyteller, facilitator and teacher. Patrick joined the San Francisco studio after nearly a decade of service at Macquarium Intelligent Communications, where he built the firm’s user experience practice from the ground up, and crafted experience strategies across numerous industries and problem spaces. In fact, Patrick urges leaders in business and in technology to look to the humanities for inspiration as we move beyond the industrial age.

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