MEASURE THE FUTURE
OVERVIEW
The project helps the Seattle Public Library meet its strategic goal of using data driven decision making to build their infrastructure to enable institutional success. We will be looking into the existing solutions which are a part of the ‘Measuring the Future’ initiative which has been implemented in various other libraries and recommend solutions based on the present data collection procedures. Reimagine the utilization of library spaces such that it enables better community engagement and anticipates the needs, pain- points of the patrons.
Using a qualitative data-driven approach we want to make recommendations that reimagine the space.
ROLE
Product Manager - Experience Design
CONTRIBUTION
Data Collection
UX Research
Interviews
Surveys
Literature Review
Change Management
INTRODUCTION
Seattle Public Library has 27 locations of varying size and layout, serving a wide variety of patrons in different neighborhoods with varying information needs with a budget of 89 million and population served of 686,800 (2016 Washington Public Library Statistical Report,2016). The organization’s strategic direction is in 3 focus areas (Seattle Public Library,2020) :
1. Deliver core Library services to support individual needs through easy and equal access, civic engagement, cultural enrichment
2. Achieving lasting community impact by serving as Seattle 's primary point of access to information, lifelong learning, economic development and creative expression, connecting the community to Seattle’s culture and legacy, using innovative technology and digital resources and reimagined library services to suit changing times.
3. Build the infrastructure to enable institutional success by focussing on model areas of workforce development, using data and metrics to guide decision making, long term sustainability, racial and social justice and strategic promotions to encourage usage of the library services by the Seattle community.
This project is aiming to use or implement the tools available as a part Measuring the Future (a public initiative to enable libraries and librarians to make the tools that measure the future of the library as physical space using open hardware and open source software). We will be working with the Information Technology Department of Seattle Public Library.
INFORMATION PROBLEM ADDRESSED
“Understand how library spaces are being utilized to enable the Seattle Public Library customize and design their spaces to meet the needs of their patrons”
Help SPL better design and use their library spaces as per customized patron use cases
Understand Patrons usage patterns and gather their requirements
Define Metrics that can be used to understand usage of physical spaces
Research data collection methods successfully implemented at other libraries
APPROACH
SURVEYS
Surveys were taken by 100 regular patrons of the Seattle Public Library to understand their expectations and needs ,usage patterns and pain points of users
INTERVIEWS
Interviews with librarians and managers at SPL would give us a reflection of what was working and what needed some work to help patrons use the space better.
LITERATURE REVIEW
Performed literature survey to understand the various data collection methods in other libraries and the door counter technology features that could benefit SPL.
KEY PERSONAE
JENNA MCAIN
Tech Help
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Needs to use a computer and print out few resources for her assignment
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Likes to borrow a laptop instead of working at cramped workstations
DAVID REED
Clear Intentions
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Knows exactly what books, CDs, resources to check out
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Average visit duration less than 1 hour
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Not aware of what other resources library provides
SAM COOPER
Seeking Community
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Spends more than 6 hours @ the library, as he suffers from unstable housing
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Proactively utilizes social services, job fairs, and library programs with free food
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FINDINGS
Two of the major patterns we found were that 90% of people visit the library in the afternoon or just before closing.
And two of the major complaints was noise at 37% and physical environment not suited to studying at 20%
Most complaints came from cramped computer stations, lack of power outlets and availability of one meeting room.
The People counters/Door counters are electronic sensors that count people as they walk into a library facility or zone. There are certain features that we identified are necessary to have a good data collection mechanism in place.
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The features which we identified as necessary were:
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Thermal Imaging
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Data Storage during a power loss
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Data backup to cloud
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Directional Sensing top-down and bi-directional
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Tamper proof setup
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Height detection
Manual Methods
The literature survey helped us understand that the observation studies and manually collecting data through surveys and interviews on usage is labor intensive and time intensive but hugely customizable and can be deployed faster with any changes.
Technology based Methods
The literature survey identified mobile technology like mobile apps(Counter+, CloudOn) is an efficient method to collect data which results in complex data but is quicker and needs fewer people. Using automated and intelligent technology like door counters yield consistent yet little information on what patrons actually do Used Geographical Information Systems allow the possibility to visualize any type of spatial data, including seating sweeps, if the data are collected on copies of a library floor plan.
DATA COLLECTION METRICS FOR USAGE
1.
The first of the six metrics is Wifi session/Device/Hour. Measuring devices logged onto the library wifi network, observe trends to see how many personal devices are used vs workstations. This metric when compared against the door count, can also help us better understand the purpose of visit of the patron.
2.
The next is Events/Months. The count of events organized at the library. The frequency of these events can measure how the space is being used. Both third party events & SPL events can be a part of this. With data about this SPL can better design their spaces to have more/ less meeting spaces vs working spaces.
3.
The third metric is about measuring the usage around the workstations at the library. These have a 90 minute window of usage and automatically log off after this. The count of Workstations used/Hour relates to the computer station usage that reflects the usage pattern of patrons. The waiting time for a workstation will reflect the need for more desktops.
4.
The fourth metric relates to the engagement and social capital of the Seattle Public Library. The metric Attendees/ Event measures the participation at events which also reflects the usage of the meeting rooms. The number of attendees also reflects what kind of events tend to attract more participation from patrons. Measuring the number of attendees for an event will drive the kind of events the library takes part in putting on.
5.
The fifth metric is one that we also researched the technology for.While this is a simple one it is still a powerful one. Door count/Day the Library has door counters installed at the entrance and exits that help get a generic idea of frequency of visitors. Trends observed can help plan events by gauging the busiest parts of the day. When this metric is observed over a longer period of time aka months it can help understand seasonal trends as well.
6.
The last metric measures the usage of a fringe facility provided by the library. The success of such an extra offering can help determine if the community is open to using the library in more unconventional ways. Count of Prints/ Day is the printing service at the branch and is offered at affordable prices.Measuring the number of prints taken per day can reflect on how this service offering attracts patrons. Many other such services such as a technology loan program that offered patrons laptops and tablets on loan to use within the premises were pioneered a few years ago but have now retired due to the cold response from the patrons and users of the library.
RECOMMENDATIONS
The reference desk to be closer to the computer station as most help requests and complaints are related to computers and a distinction of space between quiet and hangout space.
Larger computer station with more space and privacy partitions, as this is often the most cramped space in the library and more charging stations at the tables, as a sizable group of users visit the library to use the internet.
Starting a program that loans devices to patrons within the premises. Many patrons have voiced the need to be able to have more than 90 minutes of computer time as well not be chained to workstations.
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More accessibility improvements for the ADA. This will include a ramp to a meeting room in the building and more computer setups with Braille.
SOCIAL IMPACT
The Library Building is a cornerstone of its community, but we don’t think they are being used to their fullest. The bare handful of tools that we have to collect metrics about our building usage haven’t changed in decades. We have the ability to do so much more with our library buildings, they have so much untapped potential that we can unleash.
That’s what we’re going to do at Measure the Future.
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The project would help create stable baselines to help measure usage accurately through metrics. This would mean defined, scheduled and practiced maintenance routines, It would also make the Seattle Public Library adaptable to changing perception of the patrons and their requirements.
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The project would also improve the accessibility of the Seattle Public Library by helping cater to ADA standards and thus include all the patron sections. The project would help make the utilization of Seattle Public Library spaces more effective by catering to needs that were specifically identified in our research.
