Client

Brooklyn Public Library

Team

UX Designer (me), Web Developer

Duration

March - December 2023

(10 Months)

Deliverables

Desk research, Heuristic Evaluation, User Interviews, Task Flows, Wireframes, Prototypes, Competitive Analysis

Creating a unified online catalog

BPL is a beloved institution with 59 branches serving a vast and diverse community. Their responsive website and mobile app provide users with the ability to access and manage library resources from anywhere.

I collaborated closely with the Web Developer at Brooklyn Public Library (BPL) to transform the mobile digital catalog into a progressive web app. I led the design process, starting from research and problem identification, all the way through design and handoff.

Outcomes:

Developed a proof-of-concept that garnered leadership buy-in, propelling the project forward.
Leveraged the digital catalog experience to gather valuable insights from patrons and staff, enabling us to better understand their priorities and address their needs.
Inspired other local libraries to consider improving their own catalogs to make them more user-centered and accessible for a diverse group of users.

Outcomes:

Developed a proof-of-concept that garnered leadership buy-in, propelling the project forward.
Leveraged the digital catalog experience to gather valuable insights from patrons and staff, enabling us to better understand their priorities and address their needs.
Inspired other local libraries to consider improving their own catalogs to make them more user-centered and accessible for a diverse group of users.

Outcomes:

Developed a proof-of-concept that garnered leadership buy-in, propelling the project forward.
Leveraged the digital catalog experience to gather valuable insights from patrons and staff, enabling us to better understand their priorities and address their needs.
Inspired other local libraries to consider improving their own catalogs to make them more user-centered and accessible for a diverse group of users.

Opportunity

A tale of fragmented experiences

BPL patrons and staff currently use both a mobile app, managed by a third-party vendor, and a library catalog managed by BPL to meet their library needs. However, the templated nature of the app limits BPL's ability to add desired features, leaving app users without the functionality they enjoy on the responsive website.

This presents an opportunity to create a progressive web app that integrates the strengths of both the existing website and the mobile app, providing users with a unified, seamless experience regardless of their device or location.

Goal

Create an equally efficient experience for both desktop and mobile users to confidently navigate

The current designs of the responsive catalog and mobile app have usability issues that make certain features difficult to use. We want to improve both experiences so that users can easily access the catalog from anywhere.

Success Metrics:

Reduced Operational Costs: A single progressive web app (PWA) developed and managed by the library could save over $100,000 annually. Given that libraries are facing budget cuts, this would be a significant financial relief.

Reduced Time Spent on Tasks: Simplifying the process for users to search, browse, and manage their accounts, whether on the go or at their desks.

Research

Challenges with filtering, confidence completing tasks and concerns with the user interface were the top takeaways from research

Filtering and Searching:

Challenges: Users struggled to narrow down search results and were unaware of alternative browsing options.

Opportunities: Enhance filtering options, provide clear instructions on browsing without keywords, and emphasize awareness of these features.

Task Completion Confidence:

Challenges: Users lacked confidence in placing holds and adding books to booklists, often making errors due to unclear instructions or confusing user flow.

Opportunities: Improve clarity of instructions for key tasks, streamline user flow by minimizing unnecessary steps, and provide visual cues for placing holds and adding to booklists.

User Interface:

Challenges: Users found the website and mobile app cluttered and visually confusing, with inconsistent design elements and placement of links.

Opportunities: Implement a cleaner design, ensure consistency in color, style, and layout, and improve information hierarchy.

Opportunity

A tale of fragmented experiences

Goal

Create an equally efficient experience for both desktop and mobile users to confidently navigate

Success Metrics:

Reduced Operational Costs: A single progressive web app (PWA) developed and managed by the library could save over $100,000 annually. Given that libraries are facing budget cuts, this would be a significant financial relief.

Reduced Time Spent on Tasks: Simplifying the process for users to search, browse, and manage their accounts, whether on the go or at their desks.

Research

Challenges with filtering, confidence completing tasks and concerns with the user interface were the top takeaways from research

Filtering and Searching:

Challenges: Users struggled to narrow down search results and were unaware of alternative browsing options.

Opportunities: Enhance filtering options, provide clear instructions on browsing without keywords, and emphasize awareness of these features.

Task Completion Confidence:

Challenges: Users lacked confidence in placing holds and adding books to booklists, often making errors due to unclear instructions or confusing user flow.

Opportunities: Improve clarity of instructions for key tasks, streamline user flow by minimizing unnecessary steps, and provide visual cues for placing holds and adding to booklists.

User Interface:

Challenges: Users found the website and mobile app cluttered and visually confusing, with inconsistent design elements and placement of links.

Opportunities: Implement a cleaner design, ensure consistency in color, style, and layout, and improve information hierarchy.

Opportunity

A tale of fragmented experiences

Goal

Create an equally efficient experience for both desktop and mobile users to confidently navigate

Success Metrics:

Reduced Operational Costs: A single progressive web app (PWA) developed and managed by the library could save over $100,000 annually. Given that libraries are facing budget cuts, this would be a significant financial relief.

Reduced Time Spent on Tasks: Simplifying the process for users to search, browse, and manage their accounts, whether on the go or at their desks.

Research

Challenges with filtering, confidence completing tasks and concerns with the user interface were the top takeaways from research

Filtering and Searching:

Challenges: Users struggled to narrow down search results and were unaware of alternative browsing options.

Opportunities: Enhance filtering options, provide clear instructions on browsing without keywords, and emphasize awareness of these features.

Task Completion Confidence:

Challenges: Users lacked confidence in placing holds and adding books to booklists, often making errors due to unclear instructions or confusing user flow.

Opportunities: Improve clarity of instructions for key tasks, streamline user flow by minimizing unnecessary steps, and provide visual cues for placing holds and adding to booklists.

User Interface:

Challenges: Users found the website and mobile app cluttered and visually confusing, with inconsistent design elements and placement of links.

Opportunities: Implement a cleaner design, ensure consistency in color, style, and layout, and improve information hierarchy.