Presentation for Designing for Digital 2016 Conference https://d4d2016.sched.org/ Library buildings offer users an often overwhelming array of services and resources which aren’t always obvious or easy to find, leading to wayfinding frustrations and service fail points for our users. This presentation will cover basic wayfinding concepts, tools and methods for uncovering problems, and low cost, high impact solutions.

1. A Mobile Concierge Station
as a Library Wayfinding
Solution
Beth.Filar-Williams@oregonstate.edu@filarwilliams
D4D 2016

2. Corvallis, OR pop. 56,000
From http://microbiology.science.oregonstate.edu/living-corvallis
OSU: land grant school > largest university in the state > over 30,000 students

3. The Valley Library
24/5 for 3 quarters, 6 floors, only library on campus

4. Make this a video of people entering instead and use this one
later …. ??
3,000+ visitors/ day

5. wayfinding, n.
The act of finding one's way to a
particular place; navigation.
This is a new entry. OED Third Edition, December 2015 http://www.oed.
com/view/Entry/426203

6. Wayfinding: Basic Concepts
http://www.aiga.org/symbol-signs/

7. Wayfinding : Why do we care?
The FIRST impression sticks
Feelings matter (useful usable DESIRABLE)
Virtual and physical library = connected for users
USER centered service design

8. Wayfinding in Libraries: Basic Concepts

9. Discovering wayfinding issues

10. Entering our library
https://youtu.be/EUgE16_sEYw

11. Get some photos of misleading signs (EX: shows some of our photos and the entracnce
way photo from earlier in the presentaiton - “where do i go??”

12. Low Cost Solution:
The Valley Library’s Concierge
10-4pm, Monday - Wednesday
1-2 people per 1 hour shift
Fall term 2015 (pilot): 3 days, 3 weeks
Winter & Spring terms 2016: 3 days, 1 week

13. Hours staffed54
1382 Questions answered
Busiest time of day11- 1
pm
printing!
1st Busiest day (218 ?’s in 6 hours)
Fall Term Pilot

14. Analyzed the data
Coded into themes
Looked for areas to improve
Gathered user questions

15. “At least 2-3 times per shift, patrons thanked me for having the service.”
“I received comments from students saying that it
was nice to have a staff member in the library entry”
“Easy to spot, easy to understand for anyone looking for quick directions.”
“Feedback from patrons was fabulous
and I learned some things as well!”
Staff Survey Feedback

16. Any
Questions?