As part of Hong Kong’s Smart City Blueprint, we redesigned the Leisure and Cultural Services Department’s Smart Library System using design thinking.
The challenge
The Smart Library System serves people of every age, background and level of tech-savviness across more than 80 libraries. LCSD needed one journey that works for all of them, improves facilities and services, and supports a city-wide reading culture.
Our approach
We interviewed 15 internal and external stakeholders, analysed more than 700 self-completion surveys, and ran digital and face-to-face workshops with over 160 library users and staff. From this we built a journey map of pain points across every touchpoint, with the design principles that guided the prototypes.
The result
We went beyond designing prototypes and trained internal and external stakeholders to rebuild current services and design interfaces from scratch. Together we co-designed, built, tested and validated three sets of system prototypes, which became working UX and UI solutions and mock-ups for the public to test. We also delivered venue design recommendations for a seamless physical experience that can scale as the service grows.
