UX Designer (solo)
April 2018 – Jun 2019 (8 weeks).
User Research, User Centered Design, Interaction Design, Visual Design, Motion Design, Prototyping and User-testing.
With the OBA Book Searcher, library visitors can pick up their new book(s) faster and easier, knowing exactly where to find it.
Users can see real-time information about the location of a specific book. The app guides users to this book in 3 basic steps: walking to the right floor, bookcase and bookshelf.
The I-beacons keep track of the location of the visitor, allowing the app to recognise the step the user is at and providing a seamless interaction between the steps by automatically switching when the user is nearby.
OBA currently works with SISO codes (serial codes) so that the books can be organised in bookshelves. But the system frustrates a large group of the visitors since they do not always seem to understand this abstract system. Their experience is often quite disappointing or stressful, since the books they are looking for are spread over several floors, and the locations are changing frequently.
The insights from my interviews and observations of library visitors and employees guided me to the most meaningful user needs and a deeper understanding of the design problem.
Synthesising insights and converging around design opportunities.
With my research, I mapped out all relevant findings about the visitors*. This is to collect all insights and to place myself in the experience of the users and to make better design decisions.
The visitor is stressed and insecure about the their ability to quickly and easily find a specific book making use of the book organisation scheme of the library.
Interview Insight (i) · Observation Insight (o) · User Trip Insight (ut) · Desk Research insight (dr)
Orange Post-It: Cluster · Yellow Post-It – Insights · Blue Post-It – Key Insights
In the Affinity Map I placed and categorized all my research findings to ‘connect the dots’.
A summary of the researched characteristics of the chosen target group (People that search for a specific book, using the online catalog) to easily share the information with others and to defend further design choices.
In this Costumer Journey, Kyra searches for a book in the online catalog and experiences uncertainty and irritation because she does not know where to look in the OBA.
In the journey stress and uncertainty is the main cause for the drop in the experience. I wanted to highlight that because would accurately represent the current experience. The linked opportunities (for the design) are all linked in to making the books in the shelves more accessible so they can be directly approached.
After identifying the most important user task that visitors must perform, I started zooming in on it. The flow communicates all the steps and choices visitors need to make to find a specific book in the library.
With the key path I highlighted on which steps I wanted to focus on to improve the experience. Because of the chosen target group (persona), I quickly made the choice for the steps about finding the right floor, theme, bookcase and bookshelf since those are the most complicated to them and that is the point where most of the problems occurred.
In my concept I want to guide visitors who are looking for a specific book to the book by placing RFID readers and wayfinding beacons in the bookcases of OBA Oosterdok.
A technique that ensures that the user can see real time and the big pains of uncertainty, insecurity and stress in their current experience will be reduced.
This is because they can scan the books that are in it.
With an app the user can look up a specific book with the relevant location in the bookcase. This allows the user to walk directly to the book in a few short steps using the wayfinding beacons.
Interview Insight (i) · Obervation Insight (o) · User Trip Insight (ut) · Desk Research insight (dr)
Red Dot: Probleem · Green Dot: Possible Solution
By combining the solutions of my morphological chart with identified problems, I could include the client more in making decisions for the concept.
The matrix showed a complex and simple solution. After a conversation with the contact person (Mark) from the Library, he turned out to be more interested in the complex idea because it’s a concept that they can use in the future and that they can continue to work on. Based on feedback from the client, I chose to continue with the RFID (complex) concept.
Beside the matrix I also made a model that explains and illustrates the technical operation. This because my concept consists of several components in a collaborative system. It turned out to be great of help in my first pitch of the concept to the client and concept exhibition for other library employees (IT, marketing, and people higher up)!
It shows how the books, closets, beacons and the app communicate with each other so the user can see real time information about .
In the storyboard the persona Kyra tries the concept on her smartphone for the first time. The problem of uncertainty, stress and insecurity in the customer journey of the current situation doesn’t appear here at all.
I created jobs to be done so I could focus on the task that the users need to do for my first sketches of the key path. It made me more focussed of the context and goals of the user while sketching screens for the main key path scenario you saw in the storyboard.
When I search for a specific book, I want to be guided to the exact location so that I can find a book quickly and do not take longer than necessary and
I feel efficient.
When I stop by the library, I want to immediately find the books in my list in 1 route so that I can quickly grab them all and I feel efficient.
When I enter the OBA, I want to look on the spot at the book I have in mind, so that I can see if I can borrow it and I don’t have to look for a book that is not available so that I feel assured.
When I have used the app for a while and am looking for tips, I want to be offered relevant tips in the app based on books that I have borrowed so that I can find new relevant books and I can feel inspired.
First UI sketches
For the rapid prototype I made the first sketches of the app based on the job stories. The rapid prototype was intended quickly test a very simple design of the concept and to see it in operation. It was a good start to give me an idea of how users interact with my concept.
While making new designs, I explored te following HMW question:
“How might we break up the flow of searching for a book, and provide the visitors with smaller bits of information?”
Animating in Principle for Mac
After I thought trough every microinteraction, I animated the flow of the keypath in Principle for Mac to showcase how the user doesn’t have to do anything but look as they walk to the book!
After designing the keypath in more detail, it was time to start testing again. I did this with library visitors who search for specific books. The main objective was to see if the users could easily understand the flow, could search for a book (or list of books) and spot opportunities to improve the usability.
With the eye tracking test I wanted to see how someone completes a task, which content attracts attention, and which content diverts it.
Heat map van de key path
After usability tests and heuristic evaluations, I iterated on my UI designs again. In these iterations I mainly adapted the names / labels that caused confusion during the tests and evaluations.
Trust the process
When I carried out the project with the double diamond model. It was very rewarding to see how you can improve a process with research you have done yourself. Especially when you involve the target audience early in the process. I carried out the major part of this project in the library. Even when when I did work that didn’t require any contact with the target group.
Communication with the client is essential
In the project I learned what it is like to work with a client. When I did not communicate, I had many questions that I could not answer and I often got stuck. I notice that it is important to keep communicating with the client. Even if it concerns small updates, stay involved with each other.
Learn to think in detail
Thinking in detail about your designs can make your designs 10x better. This is because you can often elaborate them better and the difference between a normal design and a good design is often in the details.
User experience design internship
A description about my experience as a User Experience Design intern, devising the user experience by creating flows, wireframes and prototypes like there’s no tomorrow, laying the functional foundation for the visual designers.