Wichita Public Library system has strong organizational maturity through many years of emphasis on lean workflows and stable processes. While more than 64% of residents have active library cards, staff expressed interest in empowering customers using different skills that are not based on procedure, but in relationships. Over the course of one year, over 22 discovery discussions were conducted with workshops, which led to the department’s development of a Customer Experience Model. Key aspects of the model articulate the intersections of a positive library encounter: welcoming, access, seamless, knowledge, choices, and empathy.

Wichita Public Library shifted from a traditional “customer service” to a “customer experience” mindset, recognizing that human feelings are vital for both successful service and fostering a sense of community belonging. Staff are encouraged to partner with internal and external customers by offering help and seeking support when needed. Throughout 2025 and beyond, staff engage with Customer Experience Activity Cards, participate in systemwide discussions, and focus on six key experience values: access, welcoming, seamless, knowledge, empathy, and choices. To support this cultural shift, the circulation section was reorganized to align with the model, providing leadership for customer experience across the system. WPL’s work is no longer just transactional; it’s about building relationships that help everyone reach their goals. By making library use easy, enjoyable, and meaningful, WPL delivers genuine, supportive service that empowers all customers to achieve their potential.

In Wichita’s public libraries, services that genuinely listen to and respond to community needs help create welcoming places where people can grow—whether by learning new skills, making connections, or easily accessing the resources they need. By focusing on people we remove obstacles, build confidence, and empower customers to reach their goals. When library staff make customers feel trusted and included, more people engage with programs and use library resources. Offering flexible, easy-to-access services ensures everyone can get involved in a way that works for them. Adopting a consistent customer experience model across all library touchpoints strengthens Wichita’s libraries vital community centers that support learning, curiosity, and connection—helping both individuals and the broader community thrive.