With a customer-facing survey and brand loyalty strategy already in place, we challenged ourselves to capture and incorporate employee survey and brand loyalty ratings also. This would provide an interesting take on how the brand promises are understood from multiple perspectives and locations. This project placed interactive JoyStation kiosks in both staff and customer areas asking single, simple questions about the individual's library experience in that moment - prompting them to respond with an emoji.

Our Marketing and Digital Strategy Department developed the JoyStation software completely in-house and deployed the kiosks using old iPad2's. The user interface is incredibly simple and fun: a basic slider bar changes an emoji (from frowny face to happy face) though the technology is innovative in approach. The code runs on Google Analytics (tracking smiles instead of events!) and is hosted on GitHub, which means that it is 100 percent OpenSource (free and available to anyone).

The primary purpose or outcome of the project is to reinforce the library's brand promises and position the library's brand as one that is interested in both how its employees and customers feel about their experiences with each of the locations. The development of the interface, which allows users to create the smile that best fits their mood, is intended to elicit a moment of surprise and joy that can actually be measured.