Vancouver Public Library: Rearranging Self-Checkouts

Title:

Description:

CRITICAL THINKING, INCLUSIVE DESIGN, USABILITY, USER RESEARCH

Vancouver Public Library: Rearranging Self-Checkouts

Reconfiguring space and user experience.

The Problem


  • The two checkout areas (standard and self) fed toward each other upon exit, creating a bottleneck during busier hours
  • Self checkout stations were not well marked or well maintained
  • Multiple people had trouble with the self checkout and moved to a standard checkout line

User Surveys


  • Users at the library prefer self-checkout because it is fast. We now know that the users value efficiency.
  • Trends: Majority has a Do-It-Yourself mindset and a preference for Interactive systems.

View Full Infographic of Survey Results

View Full Persona Writeup

The Solution


  • Create better flow at checkout by rearranging the ordering of the self checkouts & having the standard checkout connected to the return section behind the glass.
  • User needs met: To enhance efficiency, 2 more self checkouts are added to the 8 existing checkouts

Targeted Nonprofit Organization