Wise
Library System Redesign
Transforming an error-prone, paper-based holds fulfillment process into an efficient digital workflow.
PROJECT OVERVIEW
Problem
The library's hold request process relied on outdated printed lists, causing inefficiencies across branches. As lists became obsolete, staff duplicated efforts, leading to unnecessary re-shelving, wasted time, and delays in fulfilling patron requests.
Solution
I led the design of a tablet-based system that provided real-time updates on hold requests, replacing printed lists. The intuitive interface gave staff up-to-date information, streamlining their workflow.
Impact
Reduced time spent searching for items.
Eliminated duplicate efforts, boosting staff productivity.
Improved service speed, reducing delays in fulfilling patron requests.
Role
Senior UX Designer
Research
Design Strategy
Interaction and UI Design
Prototyping and Usability Testing
Company
Online Computer Library Center
Year
6 months 2022
PROJECT BACKGROUND
Shifting to a User-Focused Design Process
Modern cloud-based library system offering real-time updates and streamlined workflows, replacing the outdated desktop system
The redesign of the holds fulfillment process was part of a considerable effort to upgrade the Wise Library System from an outdated desktop platform to a modern, cloud-based solution. Initially, the plan was to migrate existing features without significant changes.
However, as the project progressed, it became clear that this approach didn’t account for the actual needs of library staff.
Legacy desktop-based library system currently used for managing hold requests.
Without a user-centric design strategy in the early stages, several challenges emerged:
Solutions were shaped by internal assumptions, which often didn’t align with users' needs.
Designs didn’t scale effectively and required rework late in the process.
Recognizing these issues, I advocated for a shift toward a user-focused design strategy, starting with in-depth user research to ensure the redesign would provide a meaningful impact.
USER RESEARCH
Interviewing Users to Understand Current Hold Fulfillment Practices
The digital list used by library staff for printing hold requests lacks real-time updates once printed, leading to potential inefficiencies.
For the first time in this project, our research team conducted in-depth interviews with library staff to better understand their hold fulfillment workflows. These interviews provided invaluable insights into the diverse and often inefficient methods libraries use to manage hold requests, highlighting key pain points and opportunities for improvement in the process.
Key Research Findings:
Libraries used varied and often cumbersome methods to handle hold requests, including copying information into Excel spreadsheets or manually cutting up printed lists to distribute among staff. This inconsistency created inefficiencies and added complexity to the process.
Libraries within the same organization shared a single list of hold requests across multiple branches. Once printed, these lists quickly became outdated, leading to duplicate efforts in pulling items. This redundancy frustrated staff and caused unnecessary delays in fulfilling requests.
Some staff members arrived an hour early to manually process hold requests to stay ahead of their workload, highlighting the lack of real-time or automated solutions to support their tasks.
Staff universally expressed the need for digital tools to streamline and automate their workflows, reducing manual errors and improving the efficiency of the hold fulfillment process.
PERSONAS AND MAPPING
Aligning Teams Through Shared Understanding
I led workshops with design, product, research, and BSA stakeholders to create personas and journey maps that aligned the team's understanding of library staff needs.
Library staff are committed to delivering timely service to patrons. They strive to ensure smooth coordination between branches and prioritize getting materials into patrons' hands as quickly as possible.
Outdated printed lists led to duplicated effort across branches, wasted time re-shelving items, and delays in fulfilling patron requests.
GATHERING REQUIREMENTS
Collaborating for a Clean Project Vision
I worked closely with the Product Manager and BSA to craft a product brief that included project goals, user stories, and functional requirements.
A system audit, competitor analysis, and discussions with system architects, developers, and library staff all contributed to defining the project’s direction.
From these discussions, the key goal emerged: implement a digital solution allowing staff to view hold requests on a tablet with real-time updates, including filter/sort options and the ability to mark items as found or not found.
DESIGN PROCESS
From User Flows to Wireframes
View user flow in a larger Figma file
I began by creating a comprehensive user flow that captured all the necessary requirements for the system, which served as the foundation for the design.
Intial Wirefames
I developed wireframes that structured the layout of the holds list, filters, and key fields. We debated whether the list should reside in the Circulation module or become its own module. After usability testing, library staff confirmed their comfort with placing it within Circulation.
Refined Wirefames
Further discussions with the team and users refined the filter panel and data table. We decided to remove certain UI elements, such as pills, due to development complexity and low priority. The design was now ready for user testing.
USABILITY TESTING
Validating and Refinding The Deisgn
I led the usability testing strategy, working with another designer to establish a research timeline, create Figma design mockups, and coordinate test scripts and interview sessions. We interviewed nine circulation staff from four libraries to understand how they interacted with the design solution and identify areas for improvement.
Key Results and Opportunities
Improvements based on feedback
Navigation: Users successfully located the pick list and understood its dynamic nature.
Filtering: The ability to filter by pick-up location was a key expectation.
Actions: There was mixed recognition around acting on items (e.g., 'Found/Not Found'). We decided to refine the action buttons for clarity.
Undo Feature: Users expressed a need for an 'undo' option in case of errors.
Future Considerations:
Integration of Bluetooth-enabled check-in while in the stacks.
Developing permissions to limit volunteer access to sensitive actions like marking items as missing.
CHALLENGES AND CONSTRAINTS
Technical and System Limitations
The original goal was to build the system with minimal changes. However, due to the architecture’s limitations, marking items as found or not found was more complex than anticipated. It was handled as a flag rather than a true status update in the system, presenting challenges for real-time updates.
The design system was also being developed simultaneously, requiring close communication between the UI and development teams. We had to maintain consistency across different system components while adapting to the specific needs of the holds fulfillment tool.
FINAL DESIGN
Delivering a Complete Solution
View Full Design Figma File
I created a comprehensive Figma file for the MVP release, incorporating both a custom style guide and components from the company's main design library. I also prepared a full UI file with annotations for future releases.
Testimonial
"The new digital Picklist system has revolutionized our daily workflow. I used to pull holds early, arriving an hour before any other branch opened just to avoid interfering with each other. Now, with the updates and simple interface, we can manage hold requests way more accurately. The search and filter options are huge time-savers, and everyone finds the system really easy to use."
— LM, Branch Manager
