Project involves research + development of an app for a public library in a major metropolitan area. User research revealed two significant features a library app could build to solve pain points for library patrons.
Our Library Room App will let users (reserve+configure public rooms) which will affect (patrons of the library) by (allowing them to use library space for meetings and work). We will measure the effectiveness by (tracking the number of room reservations made through the app).
The user for this product is a professional - someone who works remotely but wants a space outside of home for some time and/or a place to conduct meetings. This suits the needs of the library to bring more patrons into the space and users of the library who find the current room reservation process too unpredictable/burdensome.
Research utilized qualitative interviews with key stakeholders in a public library ecosystem. Participants included a branch manager, director of engineering, and 4 patrons of a public library. Interview responses were recorded, thematized, and used to develop user personas.
Google UX Case Study Library App.pdf
User Persona + Journey Mapping
Two user persona profiles were established based on research results. Persona development focused on two key use cases for a library app: career development tools and library room reservation tools. These features both stem from users describing their experience with the limitations of library apps they’ve previously been exposed to. Two key things emerge from research: not everyone uses an app who uses the library AND those who are interested in using a library app are interested in features that may not be apparent/obvious to folks using the library for other purposes.
User journey maps were constructed based on two user personas - the maps made obvious two significant features that could be added to a library app to significantly improve UX.
Every stakeholder interviewed for this project identified the lack of clarity of resources available to patrons as a key limitation in current library technology. Libraries invest significant funds in tools for their patrons - for example, several library systems maintain subscriptions to Udemy, allowing their patrons to complete certifications and trainings related to their career field.
