00 research 01 paper prototype 02 user flow 03 digital prototype 04 testing 05 takeaways
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phone mockup
phone mockup

bookit

A solution for the local library to provide better services to its customers in the digital age

core challenges

  • The brief to focus on the employment opportunities didn’t reflect the user’s needs
  • Focusing both of physical experience of visiting the library and supporting it with a digital one
  • Defining the platform through user research - website/app
  • Working in a remote team

my contribution to the team project

  • Conducted user & SME interviews
  • Conducted domain research and competitive analysis
  • Personas, journey maps and user flows
  • Paper and digital prototypes
  • Microinteractions
  • I set up and maintained consistency in our axure prototype

solution

From interviews with the users and library staff we discovered, that the libraries provide many events, which people want to attend, but fail in communicating them.

We proposed an app that will inform the user about the events they are interested, let them book a space direct in the app and reward them for exploring different themes.

tools

Sketch, invision, axure, Optimal Sort, trello, miro

key screens
Browse and book events / Track all your courses / Learn new skills

the design process

As a part of the learning process member of our team of three contributed to every aspect of the project and was working on their own version of the app, that we ended up merging together and then tested with users.

sketch of the process

understanding what libraries offer

sketch user

8 user interviews

sketch sme

4 sme interviews

sketch concextual inquiry

3 contextual inquiries

sketch survey

30 survey participants

Before jumping into design we wanted to understand the current connection between the library and the users. We created a research plan with the following objectives:

  • Define what resources does the library provide (books/digital content/courses).

  • Understand how does the library communicate their services to the users.

  • Understand how people use the libraries’ resources to gain knowledge and skills.

  • Understand how people use the library and its resources in the job search process.

  • Identify all stakeholders’ (library staff) needs.

findings from user & sme interviews

Each of us conducted at least one interview with their local library staff and 2 interviews with the library’s visitors. After synthesising our findings, we identified the following design opportunity:

sketch librarian
Library staff

the library organises a lot of events…

“We’ve got events going on, we’ve got exhibitions going on (…) it’s no longer just coming in and getting books it’s such a community space, a free community space, (…) it’s now become an essential bit of the library.”

…but fails to communicate them to the visitors

“I liked the story reading for children, but went there just once (…) It’s hard to find the events for my local library on their website and I also cannot save them anywhere and then I forget to attend.”
sketch visitor
Library visitor with her child

getting ahead of competitors

None of the competitors provided events and courses for a local community, so there is a market gap for our product.

Having a physical event space will also serve as a space where people could meet and be guided by staff to learn new skills.

diagram competitors

research findings & the pivot

sketch job centre
In the UK/CH people use job centres for help to seek employment.
sketch accessibility
The free events are accessible to people from a wide range of socio-economic backgrounds.
sketch pie chart
People want to attend library’s events but are unaware of what’s being run and when.

We learned that the people in Europe, as opposed to the US don’t use the libraries strictly to help them find jobs, what the brief originally stated. This is why we adjusted the project direction and focused on the library visitors to courses and events the library provides.

current journey of our personas

The visitors had different motivations, but they shared one goal: they wanted to visit the library events but had troubles tracking them on the library’s website. We mapped out the existing journey of our persona, Maria, to focus on the ways to improve it.

picture of maria
Maria really liked the course she visited last time at the library. Now she wants to participate in another event.
sketch journey map

the challenge: how might we improve this journey?

problem statement & design principles

After synthesising all our research and defining the pain-points and opportunities of the existing user journey, we came up with the following problem statement and design principles, that will guide us towards the solution.

The busy individual wants to attend courses and family-oriented events at their local library, but can’t track them easily.
sketch convinient

Convenient

Access to information on the library’s courses and events at any time.
sketch personalised

Personalised

Tailored towards the users’ interests and preferences.
sketch stimulating

Stimulating

Encourage personal development and exploration of the unknown.

brainstorming & paper prototype

My task was to develop content for entrepreneurs. I created and tested a paper prototype with 3 users and then refined it. In Architecture I used to quickly sketch over my designs using transparent paper. I’m using the same technique for “brainstorming” my screens.

early sketches
sketch home page
refined paper prototype

Maria needs quick and convenient access to the courses

I placed them straight on the main page. No login required. She can also easily save them and browse from “your courses” section.

We wanted to create a personalised and stimulating experience

Maria can easily browse courses based on the skills she wants to develop. Once she participates in an event on a specific topic she will get experience that will let her grow.

sketch skills
refined paper prototype

skills: user flow

After testing the first ideas we decided that I will continue developing the “skills section”.

user flow
skills onboarding
1. Animation explaining the idea
skills browsing
2. Browsing skills
currently learning skills
3. Currently learning skills
courses
4. “What’s on” with filters
iphone

prototype: easy booking process

Maria can book all events straight from the main screen or the skills section. She can track them on “my courses”, where she can add them to her calendar. From now on she will never miss another course.

To make her journey pleasant I created microinteractions explaining the “skills“ feature

usability testing

For the course we were supposed to test one of our prototypes. Instead we analysed our screens and combined our unique features like skills and choosing a preferred library.

Each of us conducted 2 usability test sessions. The majority of participants, would use it and recommend it to a friend. They loved booking the library events and tracking their skills. Our future recommendations for the product development would be:

  • Implement “traditional library functionality” such as renting and returning books

  • Think about adding social engagement

testing stats

key takeaways