How might we statement that helps anchor the challenge and the opportunity?
The challenge
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The approach
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The solution
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We worked with Harrow Council to conduct a user-centred consultation that focused on new and improved uses of the Library. Uses aimed to attract 18 to 35-year-old non-users and to increase use amongst existing users. We developed an initial set of ideas with staff and users in the Library - using sketches on iPads to collect and evaluate ideas. We followed a similar approach with non-users but spoke to them in places where they currently engaged in activities related to these ideas.
From this engagement, we identified four Idea Groups with the most potential to attract and sustain use, and we explored how these ideas could work during a drop-in consultation event in the Library. Staff, users and non-users came by to provide feedback and to build out these Idea Groups through interactive floor plans of the Library. People also expressed how willing they were to pay for services associated with each idea. This exercise uncovered both design tensions - such as providing both a lively space for kids to play and a quiet place for others to read and work - and service opportunities - such as renting out private meeting spaces for students and independent workers.
The findings from this consultation work then formed part of the brief for the physical redesign of the Library. Shortly after its launch in April 2015, the Library saw a 48% increase in members since the previous year, including an increase in student visits. The Council is also harnessing the work done here to inform consultations and refurbishments of other local libraries, such as the Kenton Library.
In the press.
