Timeline
12 weeks (Sept-Dec 2024)
Role
Service Designer
Context
Improving the book booking experience
The Libraries at Humber Polytechnic serves as a central resource hub for students, staff, and faculty across its campuses. It offers a variety of services and resources to support academic and personal development. Due to the large variety of services available at the library, I have narrowed my focus on improving the book borrowing process, for not only the student but the staff as well.
Summary
Problems and Proposed Solutions
3 main problems were found throughout the book borrowing process, including both the physical and digital space
Physical
Locating specific books is challenging within the stacks ​​​​​​​​​​​​​​
Solutions
a) Replace the current Dewey Decimal system to the bookstore model
b) Improve and increase signage
c) Use colour to our advantage, differentiating each subject
d) Incorporate new technologies for book finding
Physical
The self serve kiosk is rarely used
Solutions
a) Add signage for use of the kiosk hanging in clear sight above machines
b) Include the Avro app icon in the physical space to indicate its usage
Digital
Home delivery option is rarely used, with poor user feedback
Solutions
1) Improved awareness of the convenient delivery option, saving them time of going into the library
2) New flow is straightforward, lessening confusion and frustration
Process
From Research to Design
Double Diamond Design Process
Conducting Research
Discover
I began with conducting a service audit for two primary purposes: to observe users in their environment and gain deeper insight into pain points. ​Afterwards, I conducted 10 micro interviews with the staff and students, as a result the the following benefits are:
Benefits
1) Offers a unique perspective and insights into the into the context and environment
2) Builds empathy through observation of user attitudes and actions
3) Gains rich insights into users behaviours and needs
4) Able to validate assumptions between user and business goals
Research Questions
​
From the service audit and micro-interviews, found 4 key problem areas were found:​​​​​​
Understanding the Entire Service
Define
Using these insights, a stakeholder map was created to better understand all the stakeholders involved, how they're connected and how these problems may affect them. ​​​
Highlighted area is the focus
Who are we Designing for?
Define
I synthesized the findings into three main personas from the front end, middle end and back end, capturing their demographics, goals, needs, and behaviours
What Does the Users' Journey Look Like?
Define
I created journey maps for each persona, using insights from the service audit and micro-interviews to better understand their interactions and needs
How Does the Service Interconnect?
Define
Next, I created a service blueprint of the current library book borrowing process by integrating all three journeys and mapping the interactions, touchpoints, and support processes. This will give deeper insights into how the entire service works together and pain points throughout the process
From the service blueprint, 4 key problem areas were found:
1) Locating specific books is challenging within the stacks
2) User flow of ordering a book for delivery is incorrect
3) Lack of awareness of different sign out methods
4) Time management during shelving is not efficient
Ideating Potential Solutions
Develop
I used these findings so far to conduct a co-creation workshop aimed at brainstorming potential solutions. The workshop focused on addressing two key issues with the greatest impact:
1) Physical: Locating a specific book is challenging within the stacks
​
2) Digital: The home delivery option is rarely used, with poor user feedback within the website
Workshop Outputs
2 main activities were conducted each focused on one of the problems ​​​​​​​​​​​​​​
Key Recommendations from the Workshop:​​​​​​​
​
Problem 1
Locating a specific book is challenging within the stacks
Proposed Solutions: ​
-
Improved and more signage
-
Use colour-coded sections
-
Add a kiosk/ iPad for easy look-up
-
Book locator blinker light
Problem 2
Home delivery option is rarely used, with poor user feedback
Proposed Solutions: ​
-
Add delivery option in plain sight
-
Add clear instructions and information about the service
-
Give the user feedback in a confirmation message
Prototyping the Solutions
Develop
Physical Space
Problem 1: Locating specific books is challenging within the stacks ​​​​​​​
Painpoints
1) Layout of materials is organized by an out dated system, easily able to get frustrated
2) Book labels are confusing, especially to new users
3) Lack of easy-to-use technology
4) Have to ask staff for assistance, resulting in occupying time for their duties
Solutions
a) Replace the current Dewey Decimal system to the bookstore model​
-
Sort books by genre/ subject
-
Alphabetical order by title within
-
Redesign a simplified book label
b) Improve and increase signage
-
Hanging from ceiling, on walls and bookshelves
​
c) Use colour to our advantage, differentiating each subject
-
On signage and physical shelves
d) Incorporate new technologies for book finding
-
Touch screen kiosk with catalogue, in visible sight in front of stacks
-
Book locator blinkers (lights up section of book when searched on catalog)
Impact
Students ​
-
Easier and more efficient process of locating books resulting in less frustration and confusion
-
Feels more encouraged and confident returning to the library
Staff
-
Front desk staff no longer have to assist students with locating books
-
Allows them to finish their tasks on time
Physical Space
Problem 2: The self serve kiosk is rarely used
Painpoints
1) Layout of materials is organized by an out dated system
2) Book labels are confusing, especially to new users
3) Lack of easy-to-use technology
4) Have to ask staff for assistance, resulting in occupying time for their duties
a) Add signage for use of the kiosk hanging in clear sight above machines
b) Include the Avro app icon in the physical space to indicate its usage ​
Solutions
Staff
-
Less congestion at the front desk
-
Lessen workload and free time for other tasks
Students ​
-
More convenient sign-out process
-
More comfortable for certain students
-
Reduces line-up at the front desk
Impact
Digital (Humber Library Website)
Problem 3: The home delivery option is rarely used, with poor user feedback
Painpoints
1) Option is hidden from view from main page, with 70% of users unaware of the service
2) Lack of information about the service within the task flow
3) Workflow is incorrect, leaving users confused and frustrated
Solution
Mockups have been created to show the redesigned work flow within the Humber Library desktop website. Aim to improve awareness of the home delivery option and simplify the process with proper user feedback​​​​​​​​​​
​
Task Flow: Ordering a book for home delivery
Impact
Students
-
Improved awareness of the convenient delivery option, saving them time of going into the library
-
New flow is straightforward, lessening confusion and frustration
Staff
-
Fewer calls/messages about the website resulting in reduced wasted time and lessened annoyance
-
Remove extra step of reviewing book for confirmation
Updated Service Blueprint
Develop
From the insights gathered from the co-creation workshop, tested in the prototypes, an updated service blueprint of the future state was created that displays all the proposed changes.
Comparison to the original Service Blueprint
Conclusion
Why does it all Matter?
Value for the User
-
Improved satisfaction
-
Better library experience
-
Saving time and effort
Value for the Business
-
Increased user awareness and use of services
-
Increase efficiency
-
Improved reputation
Next Steps
The next steps, will be to implement and install new solutions within Humber's existing library system and website, while monitoring and testing the success rates of these implementations.
Thanks for reading
Check out my other work!
