Case Story: Shropshire Libraries

Modernizing Library Service Delivery Across Shropshire

Across Shropshire Council’s library network, the introduction of Lyngsoe LibDeco™ self-service kiosks is reshaping how libraries operate and how customers interact with staff. Just months after their installation, libraries are seeing quicker transactions, more operational freedom, and greater opportunity for staff to spend time where it matters most – supporting people, not processes.

Installed across 13 branches in a largely rural county, the kiosks are helping Shropshire Libraries move towards a more modern, inclusive, and customer-focused service model.

The thinking was that customers who simply want to take a book out or bring one back without any interaction can choose to use the kiosks, and that frees up staff to give more of their time to support people who need it – or simply to be out on the floor, rather than standing behind a counter.

Angie Watkins

Libraries Improvement Fund Coordinator at Shropshire Council

A Shift Towards Flexible, People-Focused Libraries

Shropshire Council operates a diverse library service, ranging from large, busy town center libraries to smaller community branches serving rural areas.

The decision to introduce our LibDeco kiosks formed part of a wider program of change, including the installation of new, smaller service counters in key branches. Together, these changes were designed to support a different way of working – one where staff are no longer fixed behind a desk, but free to move around the library, engage with customers, and provide more personalized support.

As Angie Watkins, Libraries Improvement Fund Coordinator at Shropshire Council, explains:

“The thinking was that customers who simply want to take a book out or bring one back without any interaction can choose to use the kiosks, and that frees up staff to give more of their time to support people who need it – or simply to be out on the floor, rather than standing behind a counter.”

Why LibDeco Was the Kiosk of Choice

Following a formal procurement process, Lyngsoe Systems Library Solutions was selected based on quality, value for money, accessibility, and usability. A live demonstration of the LibDeco kiosk gave the council confidence to proceed directly to rollout across 13 branches, without a pilot phase.

The design of the kiosks played a role in their selection. With curved screens, a friendly appearance, and height-adjustable tables, LibDeco was seen as approachable and inclusive.

“The ability to raise and lower the table was really important to us,” says Angie. “Children can use it, people in wheelchairs can use it, people on mobility scooters can use it. It’s fully accessible.”

In October 2025, we installed 19 kiosks – a mix of floor-standing and countertop models – across the county, from Market Drayton to Ludlow.

Self-Service Supports Human Interaction

While adoption has varied between branches, larger libraries, such as Shrewsbury, where three floor-standing kiosks were installed, have experienced results quickly. Many customers gravitated towards self-service for straightforward check-outs, returns, and renewals and staff are no longer tied to the counter, enabling them to focus on supporting and interacting with library users.

And, rather than reducing interaction, the kiosks are often creating it. In Church Stretton Library, where a countertop kiosk was placed at a lower height, staff have noticed increased engagement with families and children, who are naturally drawn to the technology.

“It’s actually become a conversation starter,” Angie explains. “Families come over to use the kiosk, and staff end up chatting with them more, not less. It’s building rapport rather than taking interaction away.”

The implementation has shown how intuitive self-service technology can be for users of all ages, many of whom recognize the kiosks as similar to touchscreen systems they already use in everyday settings, such as GP surgeries.

A Successful Technology Installation

Shropshire Libraries describe their experience with Lyngsoe Systems Library Solutions as very positive. Our engineers worked closely with the council’s library and IT teams during the installation, delivering on-site training and providing support throughout the implementation.

They also valued our flexibility and responsiveness when unexpected technical and security requirements arose, including additional cybersecurity testing and changes to payment functionality.

“They were patient, flexible, and really understanding,” Angie notes. “There were things we didn’t know that we didn’t know and Lyngsoe worked through them with us.”

Enhancing Library Services and Customer Experience

Although still in its early stages, the LibDeco implementation is already helping Shropshire Libraries deliver a more convenient, accessible, and people-centered service. By automating routine transactions, staff have more freedom to support customers, build relationships, and deliver the wider social value that libraries provide.

With strong foundations now in place, Shropshire Council sees self-service technology as an important part of sustaining engaging library services and supporting the local community.