Libby - Simplifying Ordering for Library Staff
- Category: UX Research/ Design
- My Roles/Tasks: affinity mapping, how might we statements, sprint maps, crazy eights, lightning demos, low-fidelidy prototyping, mood board, usability testing, high-fidelity prototyping.
- Project date: 2021
- Project URL: Prototype
Books can be conveyors of knowledge and textual/aural escape paths. Librarians are empaths, specialists, organizers, and facilitators of book/person interactions. We should help them do what they do best. For humanity, and because it is the right thing to do.
OverDrive corners the market on e-Lending, and by all accounts, has a confusing assortment of licensing terms and fees. In fact, many librarians do not fully understand all of these cost models. Let alone the nearly 100% of library patrons who believe that e-lending should and does price out like Kindle or Audible, with one $14 — $30 license covering simultaneous use for hundreds or thousands of people.
This research sought to create a useful, useable, friendly, and fast way to check inventory, view license terms, and make purchases in-app. All of this while helping and interacting with patrons face to face. The solution presented is geared for iPad, or other tablet size device, and the features demonstrated would only be accessible to library staff.
In fact, a good portion of librarians’ interactions with e-lending patrons is spent demystifying cost structures and the reasons underlying long hold queues. Although some of these reasons fall outside OverDrive’s sphere of control, there are still plenty of opportunities to simplify things for librarians and patrons alike.
Libby is a virtual library lending app produced by OverDrive. Focused on library patrons, the app provides an assortment of features for reserving titles in varying formats, reading or listening in-app, and exporting content to Kindle devices. Available as a web application, or a mobile app in the Apple Store (iOS) and on Google Play (Android).
This process began with:
- Project proposal for a product, we chose the Libby app.
- Screeners to select participants (Library Leader and Reader/Listeners)
- User Interviews with the screened participants and analysis of the results
- Designed Personas & Audience Profiles based on user research
- Performed Competitive analysis (matrix)
- Created Epic and User stories
The goal of this research was to offer a feature that expands Libby’s utility for Library Leaders. Allowing for in-app inventory checks, purchases, and informed, eased interactions with patrons who may not understand complex licensing models and limited availability of titles.
Library staff who use Libby, preferably with the ability to make ordering decisions and purchases for their organization, were the desired participants for this stage of research.
For this stage of the process, how might we questions for several improvements led to sprint maps, crazy eights, and lightning demos. Because of its impact on library leaders and patrons, focus was placed on the ordering conundrum.
It all started with sketches.
From initial research done in the weeks leading up to this round, some key needs and tasks were discovered. Namely, having productive interactions with patrons who do not understand complex licensing models, and simplified, convenient ordering method.
Low fidelity prototyping followed.
Next: Interviews, Beginning with Assumptions:
- Features presented in the prototype will help with an issue library leaders encounter; they are more than just novelties.
- Library leaders need some information, but not too much, to make ordering decisions.
- Library leaders will benefit from having exclusive access to features for ordering, viewing licenses or copies of titles owned, and will want to use these features.
Interview Outcomes
With these assumptions in mind, one-on-one, evaluative research interviews/usability testing, using a (Sketch) prototype and 15–20 minute recorded Zoom sessions with targeted participants (sorry, not posting links to these for privacy) were conducted.
High points (and low points) of the interviews were mapped in InVision, noted in a case study report, analyzed, and used along with a Design Persona and Mood Board to update the Sketch prototype.
Some changes were made…
Based on the findings, this prototype had real-world utility, would be used by library leaders. But, needed some tweaks in the information presented and additional design features.
And the flow looked more like this…
Participant testing with the revised prototype went much smoother, with positive feedback, like:
"Process was straight foward and conformed to expectations, based on use of other apps."
"I wish that I had these analytics in other ordering places, that would be handy."
A much better prototype came out of this evolution. Work is still needed to bring the right types of licensing information into the app without over-cluttering it. It may also be advantageous to explore moving items from the cart onto a master list, which could be reviewed and authorized by library staff who have purchasing power.
Next-steps should be to explore these areas and conduct additional interviews to refine the prototype. Librarians are empaths, specialists, organizers, and facilitators of book/person interaction.
We should help them do what they do best.