In 2019, MPL implemented a new approach to service provisions to enhance the patron experience. In 2020, the global pandemic created additional opportunities for MPL to further refine the ways in which patrons engage with the services we provide. MPL was thus able to reconfigure our newly developed mobile library app, prior to launch in June 2020, to create an enhanced patron experience tool that virtualized transactional functions without compromising service quality, while eliminating the need for contact with staff.

MPL partnered with Capira to develop a mobile app that allows patrons to manage their account, search the catalogue and access library information. As a result of the pandemic, MPL reconfigured the app to incorporate curbside pickup functionality that allowed patrons to schedule a pickup time and have two-way communication with staff via SMS. Upon reopening of the branches, the app was further reconfigured to include a self-checkout function enabling patrons to check out material using their smartphone mobile device.

Four months after launch, MPL’s app resulted in over 200,000 uses, facilitating every curbside pickup transaction. Upon reopening, the app has resulted in the vast majority of adult patron checkout transactions. MPL’s use of technology during the lockdown and subsequent reopening has resulted in overwhelmingly positive patron feedback while allowing the opportunity for individual patron customization and independence of use. In the next six months, more features will be added to further enhance the patron experience.