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Digitalising and Transforming User Journeys for the Hong Kong Public Libraries

IN PARTNERSHIP WITH LEISURE AND CULTURAL SERVICES DEPARTMENT

Industry

Public & Social Sector

Services

Ethnographic Design Research
Change Management
Digital Strategy and Transformation
UX & UI Design
Service Design Strategy

Research Methodology

Ethnographic Observation & Interview
Co-creation Workshop
Design Thinking for Innovation

©Brandnographer

As Hong Kong is modernizing the city under the Smart City Blueprint scheme, Brandnographer was chosen to redesign the Leisure and Cultural Service Department’s Smart Library System (SLS) through leveraging design thinking to transform their user experience.

The Challenge

LCSD’s Smart Library System (SLS) serves a wide range of users across all ages, occupations, backgrounds and levels of tech-savviness, with more than 80 libraries operating in Hong Kong.

With the multiform of different users, LCSD needs to create an all-comprehensive user journey that enhances not only the quality and friendliness of the facilities and services of Hong Kong Public Libraries (HKPL) but also to bolster city-wide reading culture while advocating Hong Kong’s development as a smart city.

Our Solution

Blending design thinking and user research with innovative know-how, Brandnographer has addressed limitations of the current service processes and systems, and designed a seamless physical experience and an all-new rebranded and upgraded SLS that is interactive, engaging and user-friendly, allowing agility, flexibility and scalability for even further growth for HKPL.

To identify and define user’s concerns and pain points in varying touchpoints, Brandnographer applied its end-to-end expertise and composed a comprehensive user journey map, encompassing the crucial design principles guiding prototype development, through holding 15 internal and external stakeholder interviews, compiling and translating insights from over 700 users’ self-completion surveys and conducting digital and face-to-face workshops with over 120 public library users and library staff.

Results

Blending design thinking and user research with innovative know-how, Brandnographer has addressed limitations of the current service processes and systems, and designed a seamless physical experience and an all-new rebranded and upgraded SLS that is interactive, engaging and user-friendly, allowing agility, flexibility and scalability for even further growth for HKPL.

To identify and define user’s concerns and pain points in varying touchpoints, Brandnographer applied its end-to-end expertise and composed a comprehensive user journey map, encompassing the crucial design principles guiding prototype development, through holding 15 internal and external stakeholder interviews, compiling and translating insights from over 700 users’ self-completion surveys and conducting digital and face-to-face workshops with over 120 public library users and library staff.

Impacts

90%

Targeted offline-online service conversion rate

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