We conducted 3 on-site interviews with 3 NYPL patrons, a remote interview with a NYPL.org user, and competitive research at Barnes and Noble and Strand Bookstores.  This shows a card sort, done by Mickey, a patron who loves NYPL for its wide variety of audio books.

We conducted 3 on-site interviews with 3 NYPL patrons, a remote interview with a NYPL.org user, and competitive research at Barnes and Noble and Strand Bookstores.  This shows a card sort, done by Mickey, a patron who loves NYPL for its wide variety of audio books.

Our research board with our project goals, the challenges/benefits faced by NYPL, and insights we gained from our research

Our research board with our project goals, the challenges/benefits faced by NYPL, and insights we gained from our research

We wanted to improve the 3 touch points: awareness, customer service and ambience.   To demonstrate our concept, we created two user journeys and showed how they would engage with the truck from beginning to end.  

We wanted to improve the 3 touch points: awareness, customer service and ambience.   To demonstrate our concept, we created two user journeys and showed how they would engage with the truck from beginning to end.  

In an interview with NYPL stakeholders, they explained they wanted to NYPL to become the "gold seal place to go."    However, we found this to be a very vague term whose meaning changes with every person we interviewed.    At the end of our presentation, we included this board to show NYPL's variety of users and their idea of what the library meant to them.

In an interview with NYPL stakeholders, they explained they wanted to NYPL to become the "gold seal place to go."    However, we found this to be a very vague term whose meaning changes with every person we interviewed.    At the end of our presentation, we included this board to show NYPL's variety of users and their idea of what the library meant to them.

Some sketches in our user journey 

Some sketches in our user journey 

NYPL MOBILE LIBRARY

USER RESEARCH / UX

For our Research Methods course, my team, Leroy Tellez, Sunnie Sang, and Nga Nguyen, and I conducted research for the New York Public Library to see what NYPL's main drawing points and drawbacks were and what expectations and desires patrons had for NYPL.  

Our findings revealed that NYPL patrons shared common frustrations with customer service, the library card registration process and ambience (not social and serendipitous enough), and that many didn't know about NYPL's other resources aside from books.  

To improve upon these issues, we came up with the concept of a mobile library truck. that would travel throughout New York and park at various locations.  It would offer a curated collection of NYPL's various media that people can check out, kiosks with a streamlined process for getting a library card, and makeshift reading spaces nearby. In doing so, we hope it would provide greater convenience, human help and discovery to patrons in NYC.

Skills: Card Sorting, Remote Research via Ethn.io,  Sketching, User Scenarios, Wireframing

UI DEVELOPMENT

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Building our site map

Building our site map

Site map

Site map

User task flow for registering for an NYPL card

User task flow for registering for an NYPL card

User task flow for discovering events, classes and collections

User task flow for discovering events, classes and collections