Improved UX at Neill Public Library

Joanna Bailey, Director, Neill Public Library

Neill Public Library’s user experience (UX) project is drawing to a close. We chose this project because we believe using the library should feel useful, usable, and enjoyable.  We adapt our services as library user expectations change and we recognize every decision we make affects how people experience the library.  Over the last eleven months, we’ve used the valuable insight we gained to make meaningful changes. 

The UX project focused on six areas:  signage, books and movies, self-service holds, space layout, service point evaluation and organizational identity. 

Signage:  Library signage is important, but too much of a good thing creates unnecessary clutter.  To determine which signs were most effective, we wiped the proverbial slate clean by removing nearly everything.  If it wasn’t glued or nailed down, it came down.  The number of related questions and comments were tallied.  Patrons felt the library’s overall space seemed bigger and brighter.  We received questions about the location of restrooms and a few other areas so that signage was restored.  A larger community bulletin board with a streamlined posting process now offers a more convenient way for patrons to stay up to date on community happenings. 

Books and movies:  We alphabetized the juvenile books with CD to make selection easier, we kept the children’s board books browse-able in their bin, and we are exploring options for making movies easier to browse and identify by genre.

Self-service holds:  No more waiting in line to pick up your library items!  Titles are stored on self-service shelves for convenient access.  The self-checkout machine is also close by so you can independently check out your items with less wait time.

Space layout:  Understanding how library spaces are used informs future decision making.  Focusing on actual versus theoretical use quickly revealed areas for improvement.  While young adult books are borrowed, the space for teens is not otherwise used.  Computer stations need improvement to address acoustic levels and better support mixed use.  Lounge and task seating is too limited and power outlets are in high demand but always short supply. To our surprise, many patrons brought their own items to the library to enjoy in our spaces (computers, books, games, music devices).  We know you can choose to be anywhere and love that you choose to be with us. 

Service Point Evaluation:  Last year, we transitioned away from age segregated reference service to embrace a single desk reference service for all ages.  That move streamlined our service points from three to two:  reference and circulation.  To understand the usefulness of this change, we kept a two-week tally of the types of questions and referrals received at both service points.  Results showed questions were being appropriately directed to and handled by staff at each desk and the flow between desks was good. A refresher training helped strengthen staff skills for stronger cross coverage to shorten wait times. 

Organizational identity:  We are working with a professional designer to create a library logo and tagline to better tell our story, cultivate and communicate the library’s positive vibe, and help the community more easily recognize and connect with the library.   Logo elements will be infused into library marketing and branding.  We look forward to revealing this soon!

Based on your feedback to these changes, we consider this project successful!  We will continue to evaluate services through the UX lens to ensure using the library remains useful, usable, and enjoyable.  Let us know how we are doing.