Birmingham City Council were building the UK’s largest public library, a £193 million capital project. In the era of Amazon, Starbucks and Goodreads providing (arguably) competitive services, and with the meteoric rise of ebooks, REMIX Agency were asked to reimagine the public library to better meet the needs of today’s users and become more financially sustainable.
We designed and fully costed a multi-layered customer journey and commercial strategy including catering, space, retail and digital concepts.
The customer experience was developed in part through introductions and pitches for innovative partnerships with private sector organisations.
Major capital projects like this are rare, but the challenge of evolving public services is constant if we are to provide ongoing value for money. Imagining the future, executing on the detail and developing staff are core elements of this.[br][br]Similarly, customer journeys should cater for a seamless mix of cultural and commercial objectives.