Pratt Manhattan Library Service: Prototyping Way-finding Concept and Iterating

Introduction

Pratt libraries has been well known for its outstanding services and access to a resource-rich environment that facilitates critical thinking and creative teaching and learning in the Pratt community. The PMC (Pratt Manhattan Center) offers a collection of monographs, serials, and a wide range of electronic resources. However, previous co-creation workshop has identified a series of pain points for Pratt library patrons when using its services, especially for first time library users. Our team proposed several new interactions and touchpoints with a focus on the way-finding concept, and enacted them for further iterations.

Enactment Session

Two weeks ago, we facilitated a co-creation workshop with the goal of improving the book borrowing experience at Pratt Manhattan Library. It became clear that users often struggled with navigating to and within the library. To tackle this, we chose to concentrate on enhancing the library's wayfinding system, identifying "Indicating floor information" as our primary focus for developing new user interactions. Our approach includes designing and refining several new touchpoints to make navigation more intuitive for library users.

The workshop involved participants who infrequently use the library services. They were tasked with locating and borrowing a physical copy of "Emotional Design" by Don Norman. This session allowed us to refine the user flow, emphasizing the need for clear guidance on the book's location, the path to the library, and the checkout process.

In response to the redesigned user flow, we crafted a series of directional signs intended to serve as new interactive touchpoints throughout the campus. Additionally, we updated the library's website to present location information more intuitively, further easing the navigation process for users.

Insights

Digital Touchpoint - Website

1 ) Jargon constantly causes confusion in locating books, but simple rephrasing solved it.

In the co-creation workshop, we noticed that users had difficulty understanding the connection between call numbers and the physical location of books, largely due to unfamiliarity with library-specific terminology. The participants, who were infrequent library visitors, were not well-versed in these terms. Consequently, users found themselves needing to learn the library's classification system to successfully locate books.

To address this issue, we changed the terminologies into plain expressions., e.g., call number to serial number. We simplified the terminology, for example, by rephrasing 'call number' to 'serial number'. Our goal was to make all the information on the library's website instantly understandable. Feedback from the enactment session was encouraging, with participants reacting favorably to the revised terms and quickly identifying the location information of books.

“I would just copy this number and go (to the library).”
— Participant A

2 ) New gap: Users still have to memorize location information manually.

In the previous workshop, we didn’t see navigation problem on the library map. In this session, we printed this page out as a physical material for digital end enactment.

In the enactment session, it was observed that participants employed their own methods to remember the information from the website. One participant chose to take a screenshot before heading to the library, while the other, misunderstanding the purpose of the provided printout, took the paper along as a guide to locate the book. In a brief interview that followed, the latter participant expressed that she would prefer to take a screenshot of the page as well, indicating a need for a more seamless way to retain information from the library's website for in-library use.

The feedback from the digital in-library map touchpoint highlighted a cognitive load issue for users of the Pratt Library. The online system currently relies on users taking manual steps to connect the digital information with the physical location of the book, creating an additional burden on their memory.

Physical Touchpoint - Campus/Library

1 ) Redesigned touchpoint - new signs – help users understand the library location.

Following suggestions from co-creation workshop participants, we focused on improving signage to make it easier for Pratt members to navigate to the PMC library. We repositioned the existing floor plan on the first floor and introduced additional wayfinding touchpoints. New additions included a detailed map of PMC's 4th floor and a digital sign displayed on a TV screen, indicating the library's location at the rear upon exiting the elevator. These enhancements were designed to guide users, encouraging them to consult these signs first as they find their way to the library, thereby facilitating a more intuitive navigation experience.

Participants reported that the updated user flow, augmented by the strategically placed signs, significantly improved their ability to locate the library. These signs, positioned for immediate visibility upon entering and exiting the elevator, effectively communicated the library's location, ensuring users could easily find their way.

“The (TV) sign really helped because the first time I was just looking around the space and be like, what, where, where is the library?”
— Participant A

2) Users know the location well, but are unclear about routes to navigate to the location.

The map touchpoints, including both the floor map and the in-library map, effectively highlighted the library's location as well as the specific whereabouts of the book. Users were then directed to use these maps to navigate through the library to reach the book's location.

Despite the presence of map touchpoints, participants experienced difficulty in understanding how to navigate to the specified locations, leading to confusion. With the floor map, they struggled to pinpoint their current location and determine the route to the library. Similarly, when using the in-library map to locate a book, they found it challenging to ascertain the correct direction, aisle, and shelf, resulting in delays. Additionally, the layout and prioritization of information on these maps contributed to their confusion, indicating a need for a clearer information hierarchy.

“I hope there is a ‘you are here’ to tell me where I am and where I should go.”
— Participant B

The enactment session revealed an issue with the new wayfinding system: an imbalance in the information provided by the added touchpoints. While these touchpoints offer a general overview of the space, they lack actionable guidance to specific locations. Furthermore, the maps tend to skimp on essential details needed for precise navigation, instead offering an excess of secondary information, such as legends, which may not be immediately useful to users seeking direct paths to their destinations.

Iterations

There are five iterations that can be made based on the insights above.

Modifications on created touchpoints

1) Use straightforward expressions on the navigation.

To further simplify navigation and avoid jargon, phrases like "Map It" on the button to access the in-library map can be replaced with more straightforward language. For instance, changing "Map It" to "Book Location" offers clear, direct guidance, making it immediately obvious to users that they can find the specific location of their book with a simple click.

Before

After

2) Redesign the map from actual library user’s perspective.

Spatial: It is recommended to vertically mirror the current in-library map to align with the actual pathways users take within the library. Implementing this adjustment would facilitate a more intuitive navigation experience, enabling users to more easily identify book aisles and locate their desired books.

Content: For better alignment with user expectations, the map's content should be reorganized. Using the book's title as the main heading instead of the call (serial) number will improve user resonance. Also, the legend should be downscaled to a supplementary role, rather than competing with the book's location for prominence.

Before

After

3) Navigation information can be added to the floor map.

Adding a "You are here" marker on the map would assist users in orienting themselves and deciding their next move. Furthermore, while a legend is essential for map comprehension, it should be incorporated in a way that does not overshadow the map's main content.

In addition to revisions to existing touchpoints, another additional concept is proposed to facilitate the library book finding flow.

4) Introduce self-service kiosks throughout PMC to easily locate books and utilize library services on all floors.

The current PMC floor plan is only located on the first floor, leaving many unaware of the library's location. Installing self-service kiosks on all floors could significantly improve the borrowing process, providing essential library services including information, book status, and self-service checkout and returns. This change would allow Pratt members to easily access library details and services without having to visit the first floor or go online, simplifying their ways to books.

5) Create shortcut to bridge the digital and physical book location gap.

The in-library map can be enhanced with share and save features, enabling users to save the map to their devices or email it, eliminating the need for memorization. Additionally, the self-service kiosk could offer a quick print option for a physical copy of the map. These improvements would simplify navigation to books within the library.

Example Self service kiosks with printing service (image credit: https://stglibrary.wordpress.com/2018/12/07/new-self-service-kiosks-in-the-library/)

Conclusion

The prototyping/enactment session revealed that updates to the digital touchpoints (website) improved patrons' ability to locate books. New signage effectively clarified the library and book locations. Yet, challenges remained in bridging digital and physical touchpoints and navigating the library/campus wayfinding system. To address these issues, we propose revising the website's content and phrasing, and introducing new interactions and touchpoints via self-service kiosks in the library.

Appendix