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Community Centered Design
The document outlines a community-centered design approach for library services, emphasizing user experience and the importance of understanding community needs. It details the process of identifying pain points, defining user personas, and assessing program ideas through surveys and usability testing. Additionally, it includes statistics on website traffic and user engagement, highlighting trends in library services like digital resources and programs.
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Community Centered Design
- 1. Community-Centered Design Presenter: Rieta Drinkwine BranchManager - Sangaree Library Berkeley County Library System Rieta.Drinkwine@berkeleycountysc.gov
- 2. User-Experience How the productbehaves and is used in the real world ➔ Newspapers, cardigan sweaters, websites… AND library services and spaces
- 3. User-Centered Design “The practiceof creating engaging, efficient user experiences.” -Jesse James Garrett, The Elements of User Experience
- 4. What do you know aboutyour community?
- 5. Step 1: What’s thepain point? ➔ What needs to be fixed? ➔ What problem will you be solving?
- 6. Step 2: What isyour goal?
- 7. Step 3: Define youruser! ➔ You have a great idea for a new program ➔ You don’t have any ideas for a new program
- 8. Persona (Define your user) Name: NancySue Age: 52 Job Title: Library Director Bio: Nancy has 3 cats and 1 dog. She loves to get up early and enjoys spending time with her grandkids. She’s been working in libraries for the last 25 years, and she specializes in youth services. She is familiar with basic technology (she sends emails, texts, etc.), but she doesn’t consider herself an expert. As a Library Director, she is often busy in meetings and doing outreach to find extra funding sources and partnerships for the library.
- 9. You don’t have any ideasfor a program
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- 11. You have agreat idea for a new program ➔Key players ➔Stakeholders ➔Marketing
- 12. Usability Is it workingthe way you wanted it to?
- 13. Card Sorting 17 participants 51cards Term # of people out of 17 that were unclear Zinio 15 SC Room 12 Jasmine 8 Universal Class 8 ILL 6 OneClick Digital 6 Berkeley Reads 5 Genealogy 5
- 15. Card Sorting BCLS ContactUs Resources My Account Books Groups Technology About Us Calendar Resources for Teachers How do I... Book/Music/Movie Reviews Teens OneClick Digital Mission/Board/ Employment Locations and Hours Mobile Library News Book Discussion Kits Kids Universal Class Our History Friends of the Library ILL info Newsletter Berkeley Reads Story time Zinio Policies Volunteer ILL request form Summer Reading Program Anime Club Technology Classes Contact Us Catalog Knitting Group Online Databases SC Room Book Clubs Jasmine Genealogy
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- 21. The Stats In October2014, 15 of the top 50 pages from which people exited the website were search result pages. In September 2015, none of the top 50 exit pages were search result pages Ebooks were not in the top 50 pages visited in October 2014 but are in the top 10 pages visited as of September 2015 October 2014 February 2015 September 2015 New Users 6,957 7,471 9,798 Sessions 11,908 12,442 15,603 Unique Pageviews 15,175 16,005 20,283
- 22. Universal Class Usage JanuaryMarch April May June July August September Students 7 6 9 11 20 19 18 16 Logins 16 19 16 42 167 137 98 290 Courses taken 11 5 8 10 34 21 13 34 Lessons completed 16 15 4 35 138 121 125 414
- 23. Because Books. The Elementsof User Experience by Jesse James Garrett Linchpin: Are You Indispensable? by Seth Godin
- 24. Rieta Drinkwine Branch Manager- Sangaree Library Berkeley County Library System 843-695-1208 Rieta.Drinkwine@berkeleycountysc.gov
Editor's Notes
- #4 Most often, this is now referred to when talking about website design. When designing a website, there are several steps in the process, which Garrett breaks down into “planes” or stages of the website design process. These are the planes are Strategy, Scope, Structure, Skeleton, and Surface. I’m going to be focusing on the first one: Strategy, and talk about how I’ve applied related concepts and methods to both website design and to serving my branch’s community.
- #6 Either for your organization or your community. Or both! Teens Crime rate
- #7 What is your brand identity? Vision and mission: Ours is “inform, inspire, illuminate. Open Up!” My mission for my branch is culture shift through positive interactions and opportunities. How will you know if you’re successful? What does success look like?
- #8 Garrett refers to this as user segmentation - breaking your pool of users into smaller groups with similarities, whether that’s based on demographics (age, race, gender, etc.) or “pyschographics” (attitude or perceptions). Once you know your major groups, you want to create a “persona” or a fictional user to represent your groups. ILEAD example.
- #10 Before you survey - who are you surveying. You can’t serve all people all the time.
- #12 Once you have an idea, how do you reach your users to let them know? Community garden example - support from tax district/facilities, approval from administration, staff participation (gardening expertise), community leader - commissioner and administrators of community facebook pages. How do you let your users know? Where do they hang out? How do they get informed? Strategically placed marquee board could be one of your best friends. Goal was to give the community an opportunity to interact with each other and the library with no other purpose other than a positive one. The food goes to people in need through an established food distribution organization (Helping Hands) so that there’s no discussion of who is most deserving or someone benefiting when others don’t.
- #13 There are many different methods for usability testing - some of the more frequently used ones include “task analysis” which is asking a user to complete a task while someone observes and records how the user completed the task. Another common technique is card sorting, which gives a user the opportunity to define key terms and categories. Surveying is also another method that can be used. New Website: we built a new website, which was definitely an improvement from our previous website. We outsourced development and maintenance, and did the initial planning with a third-party website company; however, we didn’t ask our end users for feedback. After we launched the new website, we weren’t getting the amount of traffic we were hoping for, and staff were struggling with where to locate different things on the site. I got permission to do some usability testing with our customers. I asked 2 adults (1 male, 1 female) and 1 teen (whoever I found first) at every location in our system about how they used our website (if they used it) and where they would go to do certain tasks, such as renew a book or where they would go to find announcements.
- #14 2 adults and 1 teen at each branch - except 1 branch I couldn’t find a teen, no more than 7 categories, told them to let me know any time they didn’t recognize a term, and they had to label the categories they created
- #22 20% increase in circulation of ebooks September 2015 compared to September 2014