I led a team to craft meaningful Library help services through effective process auditing and org-wide transparency.
In 2019, I embarked on the most ambitious journey of my early design career - starting my own design consultancy. Our core group was nested under an academic flag, but we moved independently and were able to define ourselves as a non-profit design organization.
One of the first clients we secured was UC San Diego's Geisel Library - one of the nation's top 25 academic universities as they employed knowledge to research, education, patient care, & public service missions. The scope was loosely defined - at its core we realized we had opportunities to bring in more hands that were hungry to work in user research and UX design.
The result of our organization was a 7-month effort in auditing both the digital and physical spaces of the Library and providing recommendations on improving the service experience when library patrons need help accessing Library resources.
Early on in our discovery phase I had proposed for our team to perform a redesign of specific help modules across the website. It was a quickly shot-down idea - our client contact let us know that there hasn't been any design support to the Library website except herself. She gave some great advice that stuck with me for the duration of the project - "the solution you bring doesn't have to look amazing, it just needs to work for our patrons."
Taking this apart, I preached Jakob's Law and the idea of consistency with creating a net-new recommendation. We were solving a need, not trying to make a drastic change - otherwise users could be potentially confused by this unfamiliar improvement. This was a quite difficult feat however, as the Library did not have an existing design system for their website, we took it upon ourselves to forge one from scratch.
I'm happy to chat more about my work at Basic.Space. Send me a ping at firstname.lastname@example.org if you'd like to learn more!