Austin Library Works
Client: Austin Public Libraries (conceptual)
Roles: User Researcher, Designer
Duration: 6 Weeks
Final Deliverable: Mid fidelity wireframe concepts
Description
Libraries are experiencing their role in society evolving rapidly. Classically an institution for quiet research, library systems are finding their way in contemporary society as versatile third places* where patrons turn for a wide range of services.
From a place to relax away from the elements, to a connection point for social services, to resource for building a business and being a creator, to the only place many can access the internet regularly, the Library has become so much more than a place that lends books.
We set out to explore the roles that technology could play in the interface between library systems and patrons seeking to learn new skills, and gain or change employment.
*Third place: the social surroundings separate from the two usual social environments of home ("first place") and the workplace ("second place"). “The Great Good Place,” Ray Oldenburg
Connecting library patrons with local and library resources tailored to their needs, and helping them create a roadmap to to new skills and a new job.
The Problem
Design a digital product that will strengthen the library’s relationship with the community it serves. Specifically, how can technology help those patrons seeking to learn new skills and gain or change employment?
The Solution
A web application that pairs skills and experience assessments with databases of library resources and local jobs to match patrons and employers, as well as patrons to free and inexpensive local programs that can get them qualified for the jobs they want.
Library systems have a ton of resources that patrons often simply don’t know about and are often underutilized or poorly targeted. Our solution would provide solutions for patrons by matching individuals with the programs that can help them reach their goals, and library systems with data that can help them target their programs to what people really need at any given time.
Understanding the Scope
A web of interrelated issues lead to broad disconnects between library resources and the patrons for whom they are intended.
We rapidly sourced subject matter experts from library system community outreach programs for interviews and learned quite a lot about the challenges they see from people walking in their doors, as well as those that the library faces trying to meet their needs.
We also went out into the libraries and spoke directly with patrons who fit our general profile for people looking for new or different work, and continuing education.
We found quite a variety of interrelated social, structural, and resource issues that would provide fodder for a whole host of solutions. But narrowing our focus, what we found was:
Many patrons have intense extenuating life circumstances that drive them to the Library as a last resort.
Library specialists identify abundance of available jobs, but a lack of basic skills by those seeking them.
Drastically underutilized training resources owing to lack of effective marketing, and lack of effective tailoring of programs to the real needs of patrons.
Patrons utilizing libraries, particularly for internet access, to search for work but totally unaware of the many resources offered to help them.
Our User: Sharon Baker, “Laid-off and looking”
Her Age: 61
Her Occupation: Recently downsized from her 31 year manufacturing job
Her Education: High School Diploma
Her Device usage: Mobile phone (calls and texting only), Internet access via Library computers for email, job searching, and keeping up with her grandkids on Facebook.
Sharon’s Motivations
Intense financial stress
Needs to make it to retirement in about 5 years
Sharon’s Goals
Find work urgently
Learn whatever is need to gain employment
Sharon’s Influences
Maintaining her health and managing ailments
Her son and his family
Friends that were laid off at the same time
Sharon’s Frustrations
Feeling left behind by technology
The internet is too vast and she doesn’t know where and how to search for work or help
Fear of falling behind on insurance and mortgage payments
Rapid Ideation
Some rapid pen+paper concepts I produced to help patrons in their job hunting included:
“Picture of the Perfect Candidate” (left) which would show an interactive graphic depicting all of the dimensions of an ideal hire from educational expectations, to attire, tools, and transportation they may expect.
Public Transit Searching (center) to allow patrons who rely on public transportation to find jobs based on proximity to transit routes, rather than a typical simple “radius” search.
Reading List Suggestions (right) to provide recommendations on books to check out that might help prepare them to take a new direction in life.
Pivot to Desktop
We began with a mobile first concept as an industry best practice, but after narrowing our user focus to those with some of the most restrictive needs, we realized our primary context would be at desktop computers utilizing Library internet access.
Make it easy
Match candidates with local job opportunities, eliminate the need to rely on many different resources.
Utilize technology and community outreach staff to cull and tailor jobs to a user’s real, local opportunities. Then utilize matching algorithms to cut through the noise.
By comparing the results of a candidate’s evaluations to requirements for available jobs, we can suggest employment based on an estimated fit.
For those who get overwhelmed by the plethora of job boards and the complexity of web based searching, we serve top jobs and show how closely matched the candidate is with a simple visual indicator.
Bridge the education gap
Optimize library resource suggestions to bridge the gap to new jobs.
Libraries have a plethora of underutilized resources that often patrons simply do not know about.
Technology can very quickly evaluate the gaps between a candidate’s qualifications and a job’s requirements and suggest the resources–which are often readily available and free–that will help them become eligible fast!
Show value, gain insight
Market library resources directly to those who need them most. Use data gained from the app to focus and target library programming.
Users often do not realize all the value that libraries can provide them for training and education. At the same time, those responsible for library programming feel they could do a better job knowing what people really need.
This system allows mutual benefit by analyzing the gaps between patrons looking for local work, the needs of local businesses, and the resources the library is equipped to provide.