New York Public Library
To reimagine how people apply for and use the NYPL card, with the goal of increasing access to the library's resources and services.
SERVICE DESIGN
CONTEXT
Background
NYPL is a public library system that provides free services to the people of New York City. It boasts over 90 locations and is one of the largest library systems in the United States, offering a vast collection of books, digital media, and other resources to its patrons. Individuals who live, work, attend school, or pay property taxes in New York State are eligible to obtain an NYPL card, which grants them access to these resources.
Our project involved researching, developing service blueprints, and prototyping solutions aimed at improving the accessibility of NYPL resources. Our objective was to streamline the sign-up process and leverage new technologies to enhance resource access. Specifically, we focused on the application process, card design, and the library's digital services.
DURATION
6 weeks
TEAM MEMBERS
Shubhangi Singh,Stacey O'Carol,
Vanshika Shah
ROLE
Research & Design
TOOLS
Figma, Miro, Google Forms
CONTEXT
Challenges
Lack of discoverability
in signing up for cards
Culture pass benefits not promoted
Too many apps
and resources
METHODOLOGY
Sprint planning
Our team approached the project with a structured and iterative methodology that leveraged the principles of sprint planning. Using this approach, we divided the project timeline into 3 two-week sprints. During each sprint, we conducted extensive research to gather insights and data that informed our ideation process. After that, we proceeded to ideate potential solutions that addressed the challenges we identified.
1. RESEARCH
Understanding the problem
We identified four user groups who currently use the NYPL libraries to access resources.
While designing we kept the needs of each group in mind
Who uses the library resources?
We visited the NYPL library on 42nd street and the Jefferson market library to understand the problems users face in utilizing the resources. In both the spaces we saw a lack of signage for signing up for a card, missing maps to orient oneself and no promotion of culture pass benefits.
Visiting the NYPL libraries
We conducted a survey targeting Pratt’s graduate library science students. It consisted of a mix of open and close ended questions and was answered by 9 participants from the program. We asked them about their signing up experience, how they use their card, culture pass awareness and the future vision for the library space.
Conducting a survey with graduate Library Science students
We studied how other public libraries, museums and digital products created a membership experience. We looked at the sign up process, card designs and access to resources. We found that digital cards seemed to be the easiest for users to access so researched further into digital wallets.
Competitive analysis of other libraries, museums & digital products
2. IDEATE
Brainstorming solutions
We brainstormed ways of simplifying the experience and came up with multiple ideas. They ranged from better signage systems, kiosks, book mobile vans and mobile apps. We shortlisted them as we went ahead with the process.
3. SYNTHESIS
Service Blueprints
We iterated on the blueprints to understand the touchpoints, front stage and backstage actors. It helped us understand the entire servicescape and the systems involved.
Digital wallet & Geofencing
Based on our research and analysis we found that the users were having difficulty in accessing their physical card. We also found that they were having difficulty in discovering NYPL resources around them. So we added on the functionality of geofence notifications in the current mobile app and added the card to digital wallets.
Storyboard creation
We created a storyboard to map how the user would be interacting with the digital wallet and geofencing based mobile application.
Conclusion
We presented the service design interventions to our class at the end of each sprint and got valuable feedback which helped shape our solutions. They were received well and we were able to progressively simplify our design solutions over the weeks. Our final presentation was appreciated for the storytelling and ease of use proposed by the interventions.
