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Connect Me Minneapolis

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During the HackforMN weekend the group brainstormed and did audience, use case, and persona research with potential contributors and users of a free online database of public use computers, free wi-fi hotspots, and technology training. The research was used to form personas and problem statements and then wireframes were sketched to solve each problem statement. The original problem was raised by the Technology Literacy Collaborative and the City of Minneapolis.

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Connect Me Minneapolis

  1. 1. Anne„Any new systemhas to be as self-service aspossible; we can‟thave staff pulledaway from helpingother patrons‟Key goals We mustWe must notBehaviours• Serve as many patrons as possible• Balance time spent troubleshootingto with well-placed referrals toclasses• Balance the time and space takenup by computers with everythingelse the library provides• Have enough access so peopledon’t get booted off after an hour• Guide them through sign-up processor help with printing and hardwareissues• Be inclusive of all uses of thecomputer and all cultures andlanguages.• Thinks practically and realistically• Accepts all patrons• Refers patrons with training needs• Take on more technology we canrealistically maintain• Divert space/money/staff from booksand other resourcesLibrarian
  2. 2. Kayla„My clients needaccess tocomputers andwi-fi on a dailybasis and I don‟talways know thebest place to referthem‟Key goals We mustWe must notBehaviours• Make a good referral to their client• Be prepared to address questionsabout hours of service and whatresources are available• Respond quickly and don’t let theirclient down• Provide up-to-date & accurateinformation on what is available• Have an easy-to-use site withreliably quick results• Make qualifications or limitationsvery clear• Works quickly and efficiently• Knows their clients’ backgroundsand special needs well• Give false information• Require specialized searching skillsor jargon to use the searchSocial Worker
  3. 3. Daniel„When peoplecall up I need tomake a quickand accuratereferral‟Key goals We mustWe must notBehaviours• Make a good referral to their caller• Be prepared to address questionsabout hours of service and whatresources are available• Respond quickly and don’t let theircaller down• Provide up-to-date & accurateinformation on what is available• Have an easy-to-use site withreliably quick results• Make qualifications or limitationsvery clear• Works quickly and efficiently• Must make inquiries about thecallers’ backgrounds and specialneeds• Give false information• Require specialized searching skillsor jargon to use the search211 Agent
  4. 4. Rob„When I‟m outtalking to peoplein thecommunity I geta lot ofquestions aboutcomputer orwi-fi accessKey goals We mustWe must notBehaviours• Leave behind printed materials oncomputer and wi-fi access points• Spread the word about communityresources• Ensure his materials are accurateand up-to-date• Provide up-to-date & accurateinformation on what is available• Allow for the quick compilation andprinting out of resources in a varietyof languages• Make qualifications or limitationsvery clear• Understands his community andtheir needs on a deep level• Grows frustrated with the lack ofusable resources to help them• Give false information• Require specialized searching skillsor jargon to use the searchCommunityActivist
  5. 5. William„On the weekendsI manage mypersonal financesand pay billsonline, but I don‟thave a computerat home‟Key goals We mustWe must notBehaviours• Get information and make financialtransactions at a comfortable pace• Keep up-to-date on news andfinancial trends• Check email and social networkfeeds• Provide ample access so I don’thave to be logged out after 1 hour• Provide adequate hours in theevenings and on weekends whenI’m not at work• Provide privacy and security forviewing sensitive information• Drives to the library from home orstops on his way home from work• Worries about the security of thelibrary’s network• Keeps focused on his task so hecan move onto more enjoyablethings• Limit usage by time period• Close for an extended period oftime for renovationBank Teller
  6. 6. Arnold„I use my laptopto keepconnected tofriends andfamily, but wi-fiisn‟t in mybudget‟Key goals We mustWe must notBehaviours• Check email and social networks• View and print messages and eventdetails• View video and photos from family• Apply for services such as MedicarePart-D online• Provide easy-to-access wi-fi• Provide adequate hours during theday before I get busy with activities• Provide ability to watch videos withthe volume on• Walks to the library first thing in themorning• Savours his computer time and thechance to feel connected to peoplewho are far away• Always goes to the same library andsits in the same place• Charge or add any other barriers towi-fi access• Close for an extended period oftime for renovationRetiree
  7. 7. Esme„I‟ve been lookingfor work for 6months. Everyemployer requiresan online jobapplicationnowadays‟Key goals We mustWe must notBehaviours• Search for jobs and researchcompanies in the area• Apply for jobs• Check email and print job interviewdetails and directions to theinterview• Provide troubleshooting support forwhen search engines or applicationforms aren’t working correctly• Provide guides to job search andresearch in Spanish• Be on a public transit line and openconvenient hours• Rides the bus to the unemploymentcenter three times a week• Spends a lot of time searching andapplying, is very conscientious andserious about finding work• Doesn’t like to ask for help unlessshe is really stuck• Charge for printing, training, or help• Limit usage by time• Allow other users to be playingvideos at high volume or usingcomputer in other distracting waysJob Seeker
  8. 8. Nimco„I‟m new to thiscountry and Idon‟t have anyidea how to find acomputer I coulduse or how to useone‟Key goals We mustWe must notBehaviours• Find public access computers withtrainers or help on-hand• Connect with people back home andwith new friends via email• Research programs and communityresources• Provide introductory training andhelp along the way in Somali• Provide information on what’savailable via print or dumb phone• Be reliable and trustworthy• Does not have any familiarity withthe concept of a free library• Distrusts government agencies andis overwhelmed by their complexity• Doesn’t really know what theinternet could do for her• Charge for training, or help• Speak English OnlyMother
  9. 9. Janae„Most of the time Ihave access, butevery once inawhile somethingcomes up andthen I feel lost anddisconnected‟Key goals We mustWe must notBehaviours• Find public access computersnearby on the rare occasions sheneeds one• Write papers, do research• Connect with friends via socialmedia• Provide lightweight mobile site shecan load on her smartphone• Provide walking or biking directions• Provide information on whatsoftware is available at eachlocation• Very technologically savvy• Not familiar with common socialsupport and referral services like211 or 311• Under tremendous pressure withmultiple deadlines• Limit usage to internet only• Limit hours to 8-4 M-FOnlineStudent
  10. 10. Harriet„I know a digitaldivide exists,I‟m just not surewhat I can doabout itpersonally‟Key goals We mustWe must notBehaviours• Understand the circumstances thatcontribute to the digital divide• Feel empowered to do somethingand connected to those they’vehelped• Donate time or hardware• Provide information about the safetyand worthwhileness of donating• Provide stories of those helped bydigital divide programs• Be open convenient hours andwilling to recycle what we can’t use• Reads newspapers and blog postson the digital divide• Is concerned about how her donatedtechnology might be used• Expect her to be involved forextended periods of time• Appear ungrateful or unsure of if wecan use her helpAttorney
  11. 11. Cho„We have theselaptops and freewi-fi and I wishmore peopleknew aboutthem, they‟rerarely used‟Key goals We mustWe must notBehaviours• Publicize his businesses resources• Feel like he is helping hiscommunity• Find volunteers to help with training,troubleshooting, and maintenance• Provide a very easy to fill out form• Provide an easy way to search forpeople interested in volunteeringtheir time• Talks with people in the communityevery day and knows how they feel• Wants to contribute and help othersget a leg up• Make the barrier to posting too high• Make it hard to understand how theinformation will be accessed byothersBarista
  12. 12. Anne,Librarian„We just renovated and I need to updateour listing to reflect our new resources‟
  13. 13. Kayla,Social Worker„Monica called this morning and said theshelter worker told her a rental unit isavailable but she has to apply today‟
  14. 14. Daniel,211 Agent„Armando is looking for free wi-fi and heneeds it right away. He has his ownlaptop but might need help getting online‟
  15. 15. Rob,Community Activist„Headed into the Phillips Neighborhoodtoday. I‟ll need flyers in Somali and Ishould include introductory classes‟
  16. 16. William,Bank Teller„Seems like I never get more than anhour on the library computer when I goafter work. I wonder if there‟s somewhereelse with better availability‟
  17. 17. Arnold,Retiree„Some of the guys at the VFW weretalking about this oral history projectthey‟re doing, but I don‟t know how to usemy webcam or microphone‟
  18. 18. Esme,Job Seeker„Getting to the Unemployment Officeeveryday is exhausting, I wish there wassome way to get my own laptop orsomeplace close by to just check email‟
  19. 19. Nimco,Mother„I‟m sure that there are things I could domore easily with computer access, butusing government agencies is always socomplicated, and I doubt it‟s really free‟
  20. 20. Janae,Online Student„My car and laptop were stolen last night.I have two term papers due on Fridayand no idea where to find a computerwhere I can do research and write‟
  21. 21. Harriet,Attorney„We upgrade our tablets and laptops athome about every two years and everythree years at work. That‟s a lot of good,working hardware just going to waste‟
  22. 22. Cho,Barista„A few of our “regulars” have donatedlaptops in the last few months, butnobody knows that they‟re here‟

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