Chris G’s service safari to H&R Block really got me thinking about how we can ease the pain of “necessary evil” user experiences. In the case of libraries, one of these would be paying overdue fines. Shameful confession: in the excitement of research papers and science fairs recently, my kids have accrued some overdue book fines, so I decided to make my journey to my local library to pay them. Normally I prefer to do that online rather than make a special trip, but it seemed like a good opportunity to see how the library handles a less-fun user experience. Some users will not feel comfortable using an online system to pay fines, so it is important for libraries to handle this well in person.
Realistic Journey Map
Realistic Journey Map – Paying Overdue Fines
I found that the library handled this pretty well. I presumed that library members may be a little anxious or stressed when paying overdue fines–not intensely so, but it is a task most people would prefer not to have. I was pleasantly surprised at how it was handled, although I did find a few places for improvement.
First I went to the library website to check branch hours and to find information about paying overdue fines. This was one of the areas that could be improved. Branch hours were easy enough to find, but under the “How do I” section of the website I found only “Pay my fines/fees online.” People who wish to pay in person may not think this applies to them. The information that you can also pay in person is buried in a paragraph on the “Pay my fines/fees online” page. There is probably an assumption that “everyone” knows you pay fines at the circulation desk, but this may not actually be true of all library users.
Driving to the library and parking was fine. As I walked in, I saw two people ahead of me helping each other with the doors and smiling and exchanging greetings. This gave me a good feeling about the friendliness of the place. I held the door and also exchanged greetings with the person behind me. This gave the impression of the library as a friendly community place. Although the library doesn’t control all patron behavior, they certainly set the tone for the library and influence the general behavior of patrons.
I went to the circulation desk (I thought it was a reasonable assumption that a person with overdue fines would already know where the circulation desk was–in any case, it is very prominent on the left as soon as you walk in). The one problem here is that the circulation area is mostly self-check stations, and the staffed desk is somewhat hidden, furthest from the door. The staff member sits behind a tall desk and if the self-check stations are busy may be blocked from the entering patron’s view. There are no signs to indicate “Circulation” or “Pay Fines” here.
There was one person ahead of me so I did not have to wait very long. Several people happened to come in right behind me and a second staff member came out from the library office to help with the sudden influx.
The librarian I spoke to was friendly and pleasant, as well as matter of fact. People may feel slightly embarrassed paying fines so it is important for librarians to set them at their ease. She was discreet by turning her screen slightly and showing me the amount on the screen, which would be a nice gesture for people with very high fines who were embarrassed about it. She was also able to combine both fees from the boys’ cards into one transaction (which you cannot do in the online fine system). While running my card there was a very small delay which she explained, saying “I’m just waiting for the one you need to sign.” When finished, she smiled and said “There, you’re all set!”
I had allowed about 10-15 minutes for this task and actually I was in and out within 5 minutes. I was pleased with how quick and efficient it was, with the librarian’s pleasant demeanor, so this was mainly a positive journey.
Improved Journey Map
Improved Journey Map -Paying Overdue Fines
There were two main areas where the library could improve. The website information could be more clearly presented. Navigation should clearly indicate information about paying fines by any method, and the fines page itself should be updated to provide information for both methods of payment. The page should be written better for the web with headings, bullet list for accepted methods of payment and so on. (Not relevant to my journey map but interesting to note is that the information for paying fees online tells users to “click the My Account button.” This page could be improved by providing a direct link within the content of the page.)
The furniture arrangement and signage for the circulation area could be improved to make it more clear where you go for help, and to make the staff seem more approachable. On the whole, however, this “necessary evil” was well handled by the library.
Mollificence 
March 11th, 2015 at 11:44 am
Molly, I like how you chose to map a not-so-quite fun task! Your descriptions of user’s attitudes towards fines are very authentic: I often get patrons apologizing profusely as if their fine is a personal injury to me. I appreciate the circ staff’s demeanor…makes me think I could be a bit more sensitive and discreet! Hope the science fair projects were a success! Cynthia
March 11th, 2015 at 12:33 pm
Thanks Cynthia! 🙂 As a matter of fact, the science fair project won a medal and gets to be shown at the district science fair in May! And the Ancient Egypt paper got an A. So there is that. (Since my 11 year old required some prodding to write the full amount required on each topic, I joked that his A was “also an A for me, an A in nagging.” My 9 year old said, “They should have given you an A plus.”)
As a librarian, I am sure overdue fines mostly are just routine, it’s good to bear in mind that it is something that will make some patrons uncomfortable, and try and make it less so. Like I said, Chris G’s post made me think in terms of less-fun experiences. It is easy to focus on the ways we “delight” our patrons but we also want to remember to ease any pain points so that overall they have a positive feeling about the library.
March 11th, 2015 at 8:28 pm
I have cause to feel very grateful that, as a library employee, I don’t have to pay fines on late items. I would owe a small fortune if that was the case! I have stopped allowing anyone else in my family to borrow anything b/c of the inevitable fines that ensue.
Working in a library, you definitely see how embarrassed some people are by even a very small fine, while others will argue every one, even if an item is obviously damaged or they have lost it. This was a good choice of topic and your solutions make sense!
March 12th, 2015 at 11:50 am
Thanks! I briefly considered trying to argue the fines just to test how that went down but I guess I lack that level of commitment to the bit. 😀
March 12th, 2015 at 10:53 am
I think it is those more painful experiences that really require this kind of map. Most libraries levy some sort of fines to ensure that their materials are returned, and I think it’s fair to say that these same fines can create barriers between the user and the staff member. Understanding what may irritate the user or make the process more painful (and potentially humiliating) that it already is makes understanding the process of paying fines pretty important. Your solutions are great!
March 12th, 2015 at 12:00 pm
Thanks! People are probably much more disposed to become irritated when doing something they are not happy about to begin with. (Actually for me, making it an assignment made it kind of fun. I was almost disappointed that it went so well, gave me less to write about. Heh.)
April 14th, 2015 at 2:50 pm
Hi Molly,
4 smiley faces, two frowns and two neutrals isn’t too bad for taking care of a “not so” fun tasks. I guess there is something to be said for getting the monkey off your back whether it be taxes or fines. I thought you laid out the graphics of the map real well and made the reader feel as though they were along with you. Nice work.
Chris
April 15th, 2015 at 7:42 pm
Thanks! 🙂 On an appropriate note for today: Taxes and fines aren’t fun, but it is good to have them over with!