IIDA Perspective - Spring/Summer 2015 - 33
Game Challenge: New York Public Library
The New York Public Library Midtown Campus Renovation of the
Define the future library experience.
Players: 70 NYPL Library staff
Set-up: Participants utilized an app called dScout to record their
observations and experiences using text and images that could
later be compiled, sorted, and searched. dScout allows for the
creation of separate "missions," so observations can be grouped
according to project or research type.
Library staff went into the field in New York City, visiting
museums, bookstores, even retail spaces like Apple stores. Using
the app, along with a thorough follow-up survey, they recorded
information on a variety of things including their impressions
at the different stages of an experience, the specific attributes
of the space and the kinds of objects used, and what information
was available to customers and service providers at each phase.
Service safaris or secret shopping can happen in a variety
of high- and low-tech ways, from people using a journal,
following an itinerary, going on a cityHUNT (www.cityhunt.org)
or a classic scavenger hunt. The common thread is people
collecting experiences as they play out a game and learn
about their patterns and preferences along the way.
New York Public
The dScout app