An Example of User Innovation

In an earlier post, I talked about user innovation and how to harness this inventive power for your products. I want to give an example of user innovation that I have come across when working for my previous company, SirsiDynix.

 SirsiDynix builds software for libraries. The software products run many aspects of a library's operations, including the library's web presence. The web site allows library users to search for library materials online, check their availability, and, if desired, reserve them (to be picked up later). This functionality is termed the OPAC (Online Public Access Catalog) and is a basic component of almost all library management systems. SirsiDynix also provides a feature rich  Web Services API for their library management system (called Symphony) which allows developers to access the data and functionality of the system. The Web Services API provides an interface to the Symphony system and is intended to allow developers to enhance and extend the base product.

John Wohlers is the Library Technology Coordinator at Waubonsee Community College's Todd Library, located in Sugar Grove, IL (just outside of Chicago). John decided that he wanted to enhance the library user experience when they wanted to find materials at the Todd Library. The current Symphony OPAC allowed users to check if materials were available at the library, but it didn't help them locate the materials within the library shelves. (I know...I know...there is a classification scheme to locate items in the library, but - to the general public - it's about as user friendly as the IRS tax code). John Wohlers used the Symphony Web Services API to enhance the Tood Library OPAC to add Google Maps based item location feature - this feature can be seen as a compass icon under the label "Map" when you search for an item in the OPAC. (Click on the 'OPAC' link to the left to access the Todd Library OPAC and try this for yourself - I searched using "blogging' as the search term and then select the first item on the search results list; "Writing for the Internet").

Clicking on the map link will display the following map of the library showing the location of the selected book:

Just for even more usability, John added a QR Code, so that the user can scan that with a smart phone and display the same map and book location on their phone. This can then be taken to the library and the user can quickly and easily locate the book that they need.

Now, what John has created at Waubonsee is not revolutionary, but it's functionality that will make it easier for library users to find the books that they want in the library. Anything that makes it easier or quicker for a customer to use your product or service - in this case a library - is a good thing. John was able to create this functionality because SirsiDynix has the wisdom to provide an easy-to-use Web Services API for its Symphony product. This Web Services API provides the features that people, like John, need to extend, customize, and enhance Symphony for their particular needs.

SirsiDynix has also created and supported a user community which not only allows users such as John reach out to the company, but also to his peers within the user community, to get feedback and advice on creating his product extensions. John has decided to give back to the community by making the design and code for his innovations available to other community members.

This is great for the community, but how does this help SirsiDynix? It helps in a number of ways:

1. The fact that a user community exists is positive for the company. The fact that they are active and continually innovating in ways that, perhaps, SirsiDynix would not have though of is even better. When SirsiDynix sales engage with a prospect, they can point to the vibrant user community as evidence of (i) their good relationship with their customers and (ii) the fact that the customer will never feel 'alone' - there will always be other users to help them or to answer their questions.
2. By harnessing the innovations of people like John, SirsiDynix has effectively enhanced its Symphony product at no cost to itself (other than answering a few emails). The great feature created by John is available for all community members to use and even enhance and support (if any) is provided by John and not by SirsiDynix.
3. Finally, John's innovation might become a future feature incorporated into the Symphony product. If the demand for John's work is great it would make sense for SirsiDynix to take the idea and incorporate it into a future Symphony release. John's innovation is not just a feature request - it's a fully designed capability that has been market-tested within the user community.

The SirsiDynix user community and its innovations have created an ecosystem around the SirsiDynix products that enhance the capabilities - and attractiveness - of the standard offerings. The ultimate 'ecosystem' company is Apple - just think what the iPhone would be like without the ecosystem of developers creating innovative applications to run on the iOS platform. The iPhone would still be cool - but nowhere near as indispensable as it has become thanks to all of the apps that we upload and use on a daily basis. All we can hope is that our own products can develop a fraction of the ecosystem and 'stickiness' that Apple has created around the iPhone.