Unifying users' experiences in and out of Singapore's public libraries through an app

1. Unifying users' experiences in and out of Singapore's
public libraries through an app

3. Main Involvement
1) Heuristics Evaluation
2) User Research
3) Usability Testing

4. Heuristics Evaluation
Issue:
System prompts users to input display name,
username and email. Users are confused by the
difference between display name and username.
Heuristic Evaluation: 3, 5, 6, 10
Severity: Normal
Recommendations:
1. Remove Display name
2. Rename it Profile name
3. Alternatively, allow users to add display name
after they have signed in to remove confusion
4. Explain why they should log in

5. User Research
User
Interview
Affinity
Mapping

6. Usability Testing

7. App Redesign
(Conceptualisation)

8. Conceptualisation

9. Results

10. ImprovedCurrent
Landing page
• Clear Branding• No clear branding
• Users not interested in
instructions
Users are overwhelmed with
instructions and wouldn't read
NLB branding
is not
prominent

11. Current
Home page (Not logged in)
Improved
• Attention is on barcode scanner
• 1 step required to “Scan" book
• Attention is on books and way
finder, features which users will first
use when they enter the library
• 1 step required to "Scan" book
If user did not read instructions, they
would not know the function of this

12. Current
Home page (Not logged in)
Improved
• Essential features are hidden
• Essential features are shown upfront
• Newly added features: Payment

13. Current (8 Steps) Sign up Too many steps for on-boarding. Users
drop out at this step.
Users do not understand the
difference between display name
and UserID.
User cannot move on without
entering Display Name.

14. Sign upImproved (3 Steps) Optional step for
personalisation
Only 2 compulsory
steps. 1 step is optional
but for personalisation.
User’s actual
name is
based on
NRIC on NLB
database.
Username is
used in place
of "UserID"

15. Customisation
ImprovedCurrent
• Users are asked to input
Display Name again
• Confusing to users
• Users’ personal details
not asked in context
• 2 steps to select “Loan
Due Reminder"
• Cluttered page - users feel
overwhelmed by the amount of
details they are required to fill
• Preferred library usually
refers to one library, not
all libraries
• Confirmed details are displayed and
cannot be changed
• Users can choose to reset
• Users get to choose preferred library
and genre
• 1 step - Users
just need to tap to
select
• Users’ personal
details asked in
context

16. Logged in page
Current Improved
• More personalised message • Give meaningful feedback

17. Clear indication of
outstanding fines
and reservations
Welcome page (Logged in)
Current Improved
Shows users’
favourited book
status
Star indicates
where users’
favourite genre is
Recommended
books for users
are clearly shown
More useful homepage
Trending books are highlighted
based on users’ genre preference

18. Current
Search
Improved
• Filter is not obvious
• Users need to figure
what these word
mean
• Search result is
inaccurate
• Words are clear to
users
• Clear search bar
• Clear filter function
• New feature
• Accurate search
results
• Shows availability
• Shows book in
same series
• Allow users to
“favourite" the book
- reminder can be
sent + system can
suggest books
according to users’
preference

19. Search
• Clear indication
that books are
part of a series
• Quickly show
users the exact
location of the
book

20. Search
• Users can “Read more” to read blurb
or minimise it

21. Search
• Allows users to
quickly reserve
the book
• Tell users upfront the cost
required to reserve a book
• Remind users again of cost

22. Search
• Recommends other books from
the same author
• User can choose to “favourite" the
books which are reserved and the
app can send notifications to tell
the user when the book is
returned

23. Search
• Personal recommendations
on events suggested
according to users’ reading
preference

24. Current
Scan book to borrow
Improved
• Tell users exactly what the Scan function
is for and how to use it, in context

25. Scan book to borrow
• Give clear feedback to users • Give user option to borrow more or go to
view borrowed books
• Indicate clearly how many books are
borrowed and when they are due
Step 1 Step 2 Step 3

26. View users’ borrowed books
• Reserved books and
number of books left
to borrow are clearly
differentiated from
borrowed books
• This hints to the
users to perform
required actions
• Reminders are clear
to prompt users to
take actions
• Action buttons make
actions easy with
one tap

27. View users’ borrowed books
Indicates availability
and location
Shows how many people are waiting to borrow
the book so users can
1. borrow other books in the meantime or
2. can choose to reserve the book beforehand
and join the wait

28. Pay fines
Step 1 - Select fees to pay
Step 2 (First time user) - Enter
credit card details & address
Step 2 (Return user user) - Select
credit card & address
Clear indication of
book title & purpose of
payment
Clear amount payable Clear call to action
button
Users have option to pay for all books or
for selected books
Users have option to take picture of credit
card or to enter details manually
Credit card and billing address are saved
within the app for convenience

29. Limitation
DIFFERENT TYPES OF MEMBERSHIPS
1. Only the basic membership for local citizens was considered
in building this prototype.
2. In the next version of the prototype, memberships for
different parties and with payment options should be
considered.

30. Extension to Service Design
FROM UX DESIGN TO SERVICE DESIGN
1. Extend interface to current NLB website, borrowing counters
and e-kiosks
2. Increase intensity of user research to encompass more touch
points and the user’s library experience