Chillicothe Public Library: Exploring the User Experience

C H I L L I C OT H E

P U B L I C L I B R A RY

EXPLORING THE USER EXPERIENCES 1

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cont e n t s

Introduction

mission statement dilemma statement

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Inspiration

qualitative research site research interviews quantitative research data gathering location inspection

Ideation

scenarios the patio self-scan kiosk storyboard interactive display concepts sign location plans product ideations sketches pictograms logo alterations pattern development

6 10 14 16 19 20 24

Implementation

mockups exterior designs interior designs patio solutions prototypes self-scan kiosk storyboard interactive display personas personas explained solutions

Conclusion Sources

46 48 50 54 66 72 74 76 78

26 28 34 36 38 40 42

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Mission Statement

i nt roduct i o n

The mission of the Chillicothe Public Library District is to provided friendly, helpful service in an environment which furthers the acquisition of knowledge through reading, research and technology.

Dilemma Statement Although the Chillicothe Public Library provides the community with many valuable services, most of those services are left unused because of a lack of awareness. How do we increase the awareness of the library’s functions and services to better address the needs of individuals and the town of Chillicothe?

The drive of this presentation will solidify the design needs. We will create a unified design campaign that feature exterior and interior wayfinding elements. The design campaign will include a study of logo and architectural alterations. Finally, the development of user-centered technology such as self-scan kiosks and creativity displays will be introduced.

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qu al i t i t a t i ve res ea rch

Introduction

i ns pi r a t i on

One of the methods for research on the Chillicothe Public Library involved qualitative processes. These included interviews with patrons and gathering photos of the site.

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s i t e res e a rc h

Another source of qualitative inspection was to utilize descriptors that were based on observation. These are gathered from several interviews and through the photographs of the site.

How would you describe the outside of the library?

Modern architecture Unique compared to the town’s other structures

Surrounded by corn fields Large building Modern architecture 7

qu al i t i t a t i ve res ea rch

What is it like to be inside the library?

i ns pi r a t i on

Bright because of the daylight and windows

There is a desire to pick up and play

The loud rain on the metal roof overpowers the normal quietness

Smells like book coffee someti

Quiet There are many diagonal lines

There are sounds of computer keys clicking

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Light walls brighten up the rooms

Feels large, very spacious

s i t e res e a rc h

The Chillicothe Public Library is a location that relies heavily on the senses of hearing and seeing.

Although, the sense of smell supplies a feeling of nostalgia from the books.

ks and imes

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i ns pi r a t i on 10

Interviews One of the most important forms of research that will serve the Chillicothe Public Library is through interviews of the patrons of the library. Through the interviews, it was determined what changes the library may need to incorporate to better the user experience. Through some questions, issues arose such as book checkout privacy and awareness of services.

Also, many positive experiences are recorded, representing the support for the library and recognizing the changes the library has gone through.

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qu al i t i t a t i ve res ea rch

Interview Questions 1. What services do you know that the Chillicothe Public Library provide?

2. Please share a positive experience you had recently at the library.

3. What are some changes you would like to see happen at the library?

i ns pi r a t i on

4. What is your experience with locating an item within the library?

5. How much information can you share about checking out an item or renewing an item?

Interview Answers Tony & Alex 1. The library provides books, audio, internet, meeting rooms, video games, and game nights.

There are summer reading programs too.

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straight from their website. They might already have that option, but we don’t know.

2. During the reading program, we won a Kindle by reading a lot and filling out the sheet.

4. Tony: I don’t have much experience looking for books.

Alex: I mostly browse until I find something. Sometimes, I do ask a librarian. What I would suggest is to have big signs for people to see so they can find their way easier.

3. There should be more children’s books, science, and art books. One other thing the library can do is allow you to check out books electronically,

5. We use the library card, or type in the ID, or a phone number?

There isn’t a better way renewing books. We just give them the book and they renew it.

i nt er vi e w s

Tom & Kim 1. They have books, haha, audio visual, movie and video games.

There’s a place for getting something notarized, and they stay up-to-date with all of their services. And, they have 3-D printing.

2. Many of our positive experiences are focused around the many kid programs they provide. The library also continues to provide new books, and put our taxes to good use for the community.

3. There is this outdoor space, though, a patio, that is underutilized because it is too hot. If they can provide shade and maybe pair it up with the coffee, it would be a more inviting space.

4. It’s a small enough library that it is clear cut on how where the sections are.

5. It is pretty easy to check out books.

But, we have been to other libraries that use a self-checkout system. This library might be too small for that.

But a small self-serve kiosk might provide privacy for some the people.

I’m sure that’s something desired.

Mike 1. Aside from books and movies, there is Internet if you don’t have the Internet, or you can print something if you don’t have a printer. Or, you can get some work done there because it’s a quiet place with fewer distractions than home.

2. I have always been treated really well, and it’s never too busy because they have plenty of people working there.

They are always helpful.

3. The best thing they could do is some marketing campaign to advertise

more of their services. It’ll help draw more people in so that they realize the library’s capabilities, to let you know how your taxes are being used.

4. If you don’t know where something is, the librarians are really helpful to find it, and if it is not at our library, they are really good at finding it at another library to send it here.

5. A nice thing about checking out an item is that there is a receipt to let you know the due date.

It’s your responsibility to bring your item back.

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qu ant i t a t i ve res ea rch

Introduction

i ns pi r a t i on

The quantitative research that regards the Chillicothe Public Library exists in the forms of building statistics, the amount and type of user data, and an overview map of the site.

Library Services The Chillicothe Public Library serves the community in a number of services: Books Audio / Visual Resources Public Meeting Areas Board Games Reading Programs Genealogy Fax and Photocopier Notary Publics 3-D Printing Public Computers WiFi Printing Youth Activity Room Study Rooms Home Delivery for Assisted Living

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da t a ga t he r i n g

Library Hours Monday-Thursday Friday Saturday Sunday

7:30a - 8:00p 7:30a - 6:00p 9:00a - 5:00p 12:00p - 5:00p

Library Statistics

264 1:00-4:00 items are checked out or renewed every day*

tend to be the busiest times during a day*

11.2

2

2004

computer uses are checked in a day*

times a week 3-D printer is used*

Chillicothe Public Library moved to its current site

* Based on averages collected from June, 2018

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qu ant i t a t i ve res ea rch

Map

Video Games Console

Young Adult Fiction Study Area Fiction

i ns pi r a t i on

Patio Graphic Novels

Video Games Console

Movies

Nonfiction YA Nonfiction Juvenile Reading Area

Children’s Library Desk

New Books Reference Desk

Magazines

Youth Activity Room

Audio Books

Public Computers

Play Area

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Study Area

Public Meeting Room

Cafe

Boar Game

l oca t i on i ns pec t i o n

Local History Room

Patio

Play Area

Public Computers

New Books

Reference Desk

Board Games

Study Rooms

rd es Offices

Circulation Desk Lobby

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i dea t i on

Ideation Introduction After researching the Public Library, it is now time to brainstorm ideas to improve the user experience. This process will involve storyboards of problems, locating places for new signs, pictograms and icons, and other designs. All of this will address the problems mentioned earlier in the dilemma statement.

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i dea t i on

scen a r i os

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The guest wants to visit the patio.

The guest arrives at the patio.

Under closer inspection, there are 3 alarms located on and around the door.

To be sure, the gue patio is available.

t the door that leads to

est asks the librarian if the

t he p a t i o

The guest is unsure about this door. It doesn’t seem like it’s open.

A solution is to consider signs that invite the guests to visit the patio.

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i dea t i on

scen a r i os

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When the guest visits the outdoor patio, the patio seems empty.

The sun also shines b patio.

The sun and heat makes the patio uncomfortable.

Furniture such as umb constructed pergola a

bright, heating up the

t he p a t i o

One idea to enhance the user experience of the Chillicothe Public Library is to make the users aware of all of the places and services of the library. One such place is the patio. Though access to the patio is open, the doors are arrayed with alarms which deter users from using it. Another deterrent is the lack of shade in the patio.

The patio is rather warm in direct sunlight.

Some solutions to this would be to first make the public aware of the patio and to make it a welcoming spot. To do this, signs and wayfinding elements are essential to create the invitation. To dress up the patio, patio furniture needs to be updated to include umbrellas and tables. Also, an idea to incorporate a pergola will provide the potential for a more welcoming atmosphere. The pergola can be adorned with vines and hanging plants, as well as outdoor lighting.

brellas and a add shade.

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scen a r i os

i dea t i on

One concern in the library is that users may want to explore the library on their own.

Also, the librarians may be unavailable to help if they are occupied with other users.

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The guest goes to see the librarian to find a book, but there is a line.

Unfortunately, time and they are in a hu

With this idea, the guest can look up the book and check out the book.

With 2 screens, the availability and refe

s el f - s ca n k i o s k

A self-scan kiosk with the ability to locate books, display a map, and access the users account may allow users more freedom, confidence, and privacy.

e is short for the guest, urry.

The guests notices the new self-scan kiosk.

e guest can see the book er to the map.

The guest is successful locating the book.

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scen a r i os

i dea t i on

Another issue that can be explored is the concern to keep users to engaged in the library.

The “Storyboard� is a concept that allows users to create a collaborative story every month.

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The guest notices a new Storyboard electronic display in the main lobby.

At the keyboard an begins to type a sto

Not only can the user read the collaborative story, but he can listen to it as well.

Other patrons can e content is appropri

s t or yboa rd i nt er a ct i ve d i s p l a y

Users may add images from a provided gallery, add to the story, and even edit existing story content. The process of a community-led story will encourage both reading and writing.

nd screen, the user ory.

The story goes onto the large screen. The user may manipulate the large screen, too.

edit to make sure iate for younger readers.

Other guests read the ongoing story and add to it via keyboard or large touch screen.

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i dea t i on

conce pt s

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s i gn l oca t i on p l a n s

Exterior Ideations The exterior of the public library represents a utilitarian design. However, it lacks visual attraction and information.

Using banners that incorporate the new design elements and motifs, users will: • feel more welcome • know what to expect • and become more aware of special events.

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i dea t i on

conce pt s

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s i gn l oca t i on p l a n s

Legend most common route at a single point of time most frequently visited locations possible locations for exterior banners

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conce pt s

i dea t i on

Banner Designs

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The new design elements will include street banners that adorn the drive highlighting services of the library such as books, public WiFi, and reading programs.

The banner that will placed on the large tower focuses on public interactions in the library. The elements of the design will be similar to each other in style and colors, however they will not be identical images.

This will provide a more welcoming feel to those that visit the library.

s i gn l oca t i on p l a n s

A new design campaign will create a more attractive exterior with a fresh feel.

Driving to the parking lot reveals new design banners with the library’s services.

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i dea t i on

conce pt s

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product i dea t i o n s

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conce pt s

i dea t i on

Sign Sketches From the original logo, it was easy to apply some of the characteristics to a pictogram set. For instance, the tall tower and slanted form of the windows works well to be a repeated symbol for wayfinding. Each pictogram uses the book tower as a beginning form. Then, the element that represents the pictogram is designed into the slanted polygon area.

Another important consideration was how to use patterns throughout the signs and banners. Choosing a small pattern will fill backgrounds of different media such as library cards, brochures, and banners.

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s ket c h e s

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i dea t i on

conce pt s

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Audiobooks

Fiction

Movies

Patio

pi ct ogr a m s

Computers

Study area

Non-Fiction

Reference desk

Wifi

Children’s

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conce pt s

i dea t i on

Logo Variations

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The Chillicothe Public Library uses the current logo on the top in full color. The other versions represent a black logo, a white logo for use on color backgrounds, and a single color version.

l ogo a l t er a t i o n s

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conce pt s

i dea t i on

Pattern Variations The patterns that were developed were based off of the tower from the current logo. With these forms placed side by side, it creates an impression of bookshelves. The opacity is dropped to 50% for most of the forms, 22% for some of fhe other forms, and 77% for the rest.

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pa t t er n devel opm e n t

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mo ckups

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Exterior Decorations

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With the patterns in place, exterior mockups were implemented. These banners are placed in the main drive to add environmental awareness to the community. They showcase available library services. Also, the front wall features more color with the related color scheme and patterns while still unifying the design theme.

ext er i or des i g n s

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mo ckups

i mpl ent a t i on

Interior Implementations Designs on the inside focused primarily on signage for wayfinding. In the library, endcaps are important for showing what the shelves contain and where you are in the library. Most signs are for the library contents, but it is also important to show how to access to patio.

Fiction Hoo - Kin

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Kin - Lew

i nt er i or des i g n s

Audio Media

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mo ckups

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The Patio

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The patio is one area that needs improvement. First, there is confusion on how to enter. Signs that lead to the patio are needed. Another concern is to make the patio space cooler in temperature. A movable sign and exterior architecture will help library guests know how to enjoy this space and feel welcome.

pa t i o s ol ut i o n s

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pro tot ypes KIOSK SELF-SCAN

i mpl ent a t i on

SCAN CARD

RENEW ITEM

RESERVE COMPUTER

RESERVE STUDY AREA

REQUEST ITEM

SEARCH FIELDS

FIND IN THE STACK

REQUEST ITEM

CHECKOUT

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H

N KS

s el f - s ca n k i o s k

SEARCH CATALOG

BROWSE SUGGESTIONS

BOOKS

MOVIES

AUDIOBOOKS

BOARD GAMES

VIDEO GAMES

T

Interior Implementations One of the new products to be introduced is a self-scan kiosk. This device allows users to checkout their own items. The top screen displays current library events, maps, and other services. The lower screen allows the user to search the library catalog, view suggestions, and locate books. A user may also sign in via the library card, request items from neighboring libraries, and reserve areas in the library.

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Wireframe Screens The home screen demonstrates how the user first approaches the self-scan kiosk. They are given two choices of either searching the catalog or scan their card to access their account. If the user scans in their library card, they will have several options of discovering information about their account. They also can access several of the services of the library. chillicothe public library

chillicothe public library

welcome (USER NAME) account ďŹ nes holds logout

welcome to

chillicothe public library Scan your card

Renew an item

Search our catalog

Reserve a study area

chillicothe public library

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welcome (USER NAME) account ďŹ nes

scan your card to see your account access account with pin

Renew Titles Which titles do you want to renew?

holds

Search Res Reserve public computer

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Request an item

Due: 08/17/2018

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Due: 08/17/2018

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Due: 08/17/2018 Renew an item

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Scan your card

s el f - s ca n k i o s k

chillicothe public library scan your card to see your account access account with pin

...

Reserve public computer

Q

Request an item

sults : 14 items

xtraordinary Life of a Mediocre Jock . . . by Ted Kluck

Christian Gentleman's Smoking Comp . . . byTed Kluck

ehold Gods by Ted Kluck

de Down Football: An Inside Look at . . . by Ted Kluck

eason For Sports: A Christian Fanife . . . by Ted Kluck

ger, Restlesser, Reformeder: A Good . . . by Ted Kluck

, I Love You: Adventures in Adoptive . . . by Ted Kluck

We're Not Emergent: By Two Guys . . . by Ted Kluck

View suggestions

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chillicothe public library welcome (USER NAME) account ďŹ nes

Reserve a Computer Reserve public computer

holds logout

Thank you!

Your computer is reserved.

We will see you at: 3:00 p.m. August 5,2018 for 1 hour.

Request an item

Reserve a study area

Logout

Renew an item

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pro tot ypes

chillicothe public library

chillicothe public library

welcome (USER NAME)

scan your card to see your account access account with pin

account fines

The Reason For Sports: A Christian Fanifesto

by Ted Kluck

holds

0 Copies available at this library. Reserve a copy from a different library.

logout

Reserve Copy

Start New Search

Logo

i mpl ent a t i on

View suggestions

Scan your card

chillicothe public library

chillicothe public library

scan your card to see your account

scan your card to see your account

access account with pin

access account with pin Reserve public computer

Please hold your card in front of the scanner.

Request an item

Reserve a study area

Renew an item

chillicothe public library

chillicothe public library

welcome (USER NAME)

welcome (USER NAME)

account

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fines

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Reserve public computer

holds logout

Welcome (USER NAME)!

You have 2 books due soon.

You have $0.00 in fines.

Rese

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holds logout

Request an item

5

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Logout

Time...

Renew an item

56

26 27

s el f - s ca n k i o s k

chillicothe public library welcome (USER NAME) account Reserve public computer

Congratulations!

Your item is renewed.

ďŹ nes

Reserve public computer

holds

Congratulations!

Your item is reserved at (ANOTHER LIBRARY).

You will be notified when it arrives.

logout Request an item

Request an item

Start New Search

out

Reserve a study area

Reserve a study area

Start New Search

Logout

Renew an item

Renew an item

chillicothe public library scan your card to see your account access account with pin

Enter PIN

Reserve public computer

Scanning and retrieving . . .

Request an item

Reserve a study area

Q View suggestions

Renew an item

Scan your card

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When would you like to use a computer?

Reserve public computer

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2

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14

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Request an item

Reserve a study area

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Renew an item

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i mpl ent a t i on

chillicothe public library

chillicothe public library scan your card to see your account access account with pin

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Q View suggestions

Scan your card

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s el f - s ca n k i o s k

The top screen of the the kiosk offers a rotating slideshow of upcoming events, services, and a map of the library. Users may swipe through content or watch the automated scroll.

Users can search through the catalog using a displayed keyboard. On these screens, the user may also access their account while scanning without losing this screen.

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i mpl ent a t i on

pro tot ypes

60

s el f - s ca n k i o s k

Kiosk Mockup A mockup of the self-scan Kiosk shows its location near the exiting door. The placement of the kiosk allow people to enter and perform quick searches. Also, having it near the exit helps users to check out and leave with ease.

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i mpl ent a t i on

pro tot ype

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The guest wants to search the catalog at the self-scan Kiosk.

The guest enters th want to find in the l

The item is not at the library but can be reserved from another library.

The guest must sca order to reserve a c

s el f - s ca n k i o s k

he title or author they library.

A list of items is display and the guest scrolls to find the item.

an their library card in copy.

The item is reserved. The guest may logout or conduct a new search.

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pro tot ypes STORYBOARD INTERACTIVE

LARGE SCREEN

SMALL SCREE

i mpl ent a t i on

MOVE CONTENT

SCROLL STORY

COMMENT

ADD TO THE STORY

ADD PICTUR

THEME

EVERYDAY

ADVENTURE

FANTASY

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s t or yboa rd i nt er a ct i ve d i s p l a y

L EN

ADMIN ACCESS

RES

ES

EDIT CONTENT

PEOPLE

DELETE CONTENT

SCIENCE FICTION

UPDATE SOFTWARE

ANIMALS

Interior Implementations A strategy to engage the users of the library longer could be a collaborative story creator. This device Storyboard allows users to create new content to the displayed story, edit current material, and comment on the story. As a censoring aspect, other users may access the editing panel to ensure content is appropriate for young readers. The story can be enjoyed by all users and users may take pride in building a story that is worked and reworked.

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BLAST OFF

i mpl ent a t i on

by Chillicothe Library Guest

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s t or yboa rd i nt er a ct i ve d i s p l a y

July 2018

contributors

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Word Count 12,201

Images 14

Edit

Add comment

This sample screen of the Storyboard Interactive Display is based off of the large screen meant for reading the current story. On this screen, users may comment.

These comments are outlined until the user touches the outline. Then, the comment is readable. Users may also edit and add comments on this screen, move forward through the pages, or turn back to previous pages.

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Storyboard Mockup The location of the Storyboard Interactive Display is best suited in the large space between the magazines and the public computers. The space is used for various displays, and still has enough room for the Storyboard. The space accommodates for several users to view the story, move around the Storyboard, or edit comfortably.

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Personas Explained The Chillicothe Public Library aims to serve the community. As a broad survey of guests of the library, these personas represent a range of uservs from those that frequent the library every week to users who look for more reasons to go to the library. The goal of displaying these personas is to provide a sample of different types of patrons who visit the Chillicothe Public Library.

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pe rsona s

“The library is a quiet place to help me focus on my studies.�

Tony & Alex

i mpl ent a t i on

Profession: Engineer and child

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Ages: Father (35) and son (10) Reasons to be patrons: Tony, a married father of three children, frequents the library mostly for his family. In most visits, Alex, his youngest son, looks for books about science and art. Since Alex is too young to drive, library trips serve as father and son trips. An interest in science is shared by both, however Tony is less interested in art. There are times that Tony needs to go to the library on his own. As an adult student going back to college, Tony finds the library to be a place where he can get his homework and studying finished without distractions.

One of the benefits of the library they both look forward to are the reading programs. If they finish their reading targets, they are eligible to win prizes. Since they are part of a family that takes reading serious and with fun, they have no problem accomplishing their goals.

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“The library feeds our children’s reading passions.”

Tom & Kim Profession: Radiologist & Law Reporter Ages: 38 and 37 Reasons to be patrons: Tom and Kim have been married for 15 years and have two children, ages 11 and 9 years old. Tom and Kim are faithful library patrons who use many of the services of the library including checking out books, using the notary public services, printing and copying, and borrowing movies. They are highly active in their children’s education, desiring the best opportunities for them. Taking their children to the library is a weekly occurrence, checking out books, movies, board games, and video games. The library becomes a part of the family adventure.

One of Tom and Kim’s favorite activities is to enjoy the outdoors which translates into their experience at the library hoping to enjoy the outdoor patio if it is not too hot. As parents, they try to keep their children’s passion for reading through the library’s reading programs.

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“The community needs to know how great the services at the library are.�

Mike

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Profession: Jr. High Teacher Age: 45 Reasons to be patrons: As a Jr. High teacher, Mike finds the library as a place to relax. Though he wishes he uses more of the library services, Mike believes that much of the community is unaware of what the library can offer. Primarily, Mike enjoys the quiet atmosphere and likes how much work he accomplishes at the Chillicothe Public Library.

Another purpose Mike uses the library is to borrow movies for the weekends that he gets to be with his 10 year old son. He takes his son to the library where they walk around, spend a few minutes to talk, and then choose their movie or video game to checkout.

The library helps to build a memorable weekend.

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“Part of my routine is to visit the library, meet some friends, and read quietly.”

Paul Profession: Retired Corrections Officer Age: 73 Reasons to be patrons: Paul is a patron who severely enjoys reading during his retirement. As a highly social person, he interacts with the friendly staff as well with recurring patrons of the library which he considers to be his friends. As a history fan, Paul is one of the few guests that visits the Local History Room, mostly to enjoy the quietness to catch up on reading.

Another perk of the library that Paul uses is the coffee shop area known as “Chapters.” Here, Paul purchases a cup to fill up as much coffee as he would like throughout the visit. Since Paul uses the library throughout the day, that adds up to a lot of coffee and socialization.

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Conclusion As the Chillicothe Public LIbrary faces the concerns of the community, the library can look forward to positive results of users’ experiences. With wayfinding signs as a primary issue, the Chillicothe Public Library can approach this through designed patterns, a review of their current signage, and adding signs in locations that are lacking. This first concern will inform the public on all of the available services within the library and how to use them.

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To answer the need to stay current in technology, self-scan kiosks and other displays will add security, privacy, and freedom to the guests of the library. The hopes of the Chillicothe Public Library is that the users enjoy an enriched experience through the proposed changes. Through implementation of newer technologies and updated wayfinding systems, guests of the library will be more aware of all that the Chillicothe Public Library offers.

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Image Sources The Claremont Colleges Library. Digital image. The Claremont Colleges Library. https://library.claremont. edu/collections/. (accessed August 17, 2018).

s ources

Google. Google Maps. https://www.google.com/maps /place/Chillicothe+Public+ Library+District/@40.9122707 ,-89.5025473,16.19zdata=!4m12!1m6!3m5!1s0x880a490 90597c867:0x7b66e71f6a7cb501!2sChillicothe+Public+ Library+District!8m2!3d40.914341!4d89.499832!3m4!1s0 x880a4909059-7c867:0x7b66e71f6a7cb501!8m2!3d40.

914341!4d-89.499832 (accessed July 10, 2018).

Michigan Photography. “Writing: Think of the Basics and Find a Personal Process.” Digital image. 2013. University of Mighigan. https://ssd.umich.edu/article/writing-think-basicsand-find-personal-process (accessed August 16, 2018).

Oxford Learning. “11 Bad Study Habits to Avoid...and Become a More Successful Student.” Digital image.

Oxford Learning. https://www.oxfordlearning.com/11bad-study-habits-avoid/ (accessed August 13, 2018).

Skubella, Maja. “4 Level Plan for Study Search: What Should I Study?” Digital image. Aug 18, 2015. Berufebilder. https://berufebilder.de/en/4step-plan-study-space-search-merely-study/.

Research Sources Fyke, Gary. “The First Paved Street in Chillicothe.”

Chillicothe Historical Society. http://chillicothehistorical. org/history/ (accessed July 11, 2018).

Population.us. “Population of Chillicothe, IL.” Population.us. http://population.us/il/chillicothe/ (accessed July 11, 2018).

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