The Problem
Seattle Public Library faced a challenge—choosing a mobile app that met its community’s diverse and changing needs. They wanted a digital platform where users could easily browse and check out books, register for events, see library hours, and manage their accounts.
After shortlisting 2 apps, 1 question remained: Which one was the best fit?
To ensure they made the right decision, Seattle Public Library prioritized inclusivity. The app needed to be functional, accessible, and easy to use, especially for underserved communities. This included older adults, low-income people, people with disabilities, communities of color, and non-English speakers. The library’s main goal was to provide everyone with equal access to its many resources, no matter their background or abilities.
The Solution
Seattle Public Library asked us to help choose their ideal app by using human-centered design to focus on accessibility.
Step 1: Custom Review Standards
We created custom standards to review the 2 apps based on Web Content Accessibility Guidelines (WCAG) 2.2 AA and our 10 Facets of Great User Experience (UX). Our team used them to assess functionality, accessibility, and usability.
We conducted usability testing at local libraries with a diverse group of patrons, including older adults and people with disabilities.
Step 2: User-Centered Research
We conducted usability testing at local libraries with a diverse group of patrons, including older adults and people with disabilities. Our specialists then assessed both apps for navigation ease, task flow, clarity, and screen reader compatibility on iOS and Android. Observing real users helped us compare the 2 apps’ strengths and weaknesses.
Step 3. Final Report
We then turned our findings into clear, data-driven recommendations. Patrons completed 6 tasks across 26 interfaces on iOS and Android, allowing us to capture success rates, task times, errors, and individual feedback. Seattle Public Library received a report comparing both apps, providing insights to inform their decision.
The Impact
From this research, Seattle Public Library chose a mobile app that exceeded their goals. This human-centered approach prioritized patrons’ experiences and gave Seattle Public Library a scalable framework for basing future decisions on accessibility and usability.
Downloadable Resource
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