The Importance of Design Thinking for Libraries
During my time at university, I was always encouraged to think about the whole problem instead of each individual part while working on projects. I always advised to think about the end-user, the audience who was interacting with my design work. From the first day to the last, I was encouraged to not only think visually, but contextually as well. After four years, I was trained to implement design thinking into almost every aspect inside and out of my career.
When my career navigated towards the library a few weeks ago, it was apparent that this mode of thinking was not present. Services and programs were created in hopes to increase patron engagement and activity. After months of meetings, planning, and anticipation the staff found themselves disappointed when the results of their efforts were not what they expected. Although a few projects stuck when thrown to the wall, many went unnoticed by patrons and have fallen through the cracks.
The major issue with this mode of thinking is the solutions were not always appropriate for their patrons. And even when they were appropriated, the methods of execution and marketing weren’t (another design thinking problem for another day). It turned out, the library was trying to create events and provide services that promoted ‘wow’ factor more than they solved issues. Unfortunately, this is how a lot of libraries are still trying to attract the attentions of their patrons today. Although many libraries across the world that are implementing innovative services like social media gurus, maker spaces, and training programs for adults, only a few are trying to solve their patrons’ problems through design thinking.
Design thinking can take on many different definitions based on the context of the situation, but it can be boiled down to as the iterative process that utilizes empathy and intuition to understand problems that people often overlook. It is more of a way of thinking than a method or utility. It approaches problems through holistic solutions. Design thinking is rarely used on a case per case basis, but usually as a framework for everyday thinking. Once this way of thinking is fully embraced, it is difficult to break away from.
Depending on who is asked, people typically have one of two opinions about design thinking; they either hate it or love it. Many people, designers and non designers alike despise design thinking, and regard it as a useless, money-making tactic that elitists try to up-sell to unsuspecting clients. Or as a method of the design process that has been overhyped is no longer useful. But these are arguments to discuss another time. I think the main issue people have with design thinking is it over-promises that all results will be innovative and ground-breaking. This has caused design thinking to develop its bad reputation that it has to be expensive, it is wasteful, and it is laughable. But in reality, it mainly just requires talking with patrons and learning more about them. Making this approach perfect for libraries.
Libraries are currently at an interesting crossroad when it comes to their placements in their communities. They are stereotyped as being antiquated, out-of-touch, and outdated. Although 80% of Americans still believe libraries should continue to provide books many Americans still think that libraries should incorporate other services as well. The institution needs to continuously evolve as a space for the free sharing of information. There are countless studies provided by the Pew Research Center that delves into how libraries should adapt to the changing times, and what services they should be providing. These services range from including education on 3D printers, increasing digital literacy, and offering job training services. Although all of these services are fantastic additions to every library, it is unrealistic for every one to do so. The amount of time, money, and energy to be able to incorporate these services is surreal, especially to smaller library systems that receive extremely limited funding. For the libraries that can afford to provide these services, it still does not mean that they will be useful or beneficial to their patrons. For example, the library I work at provides almost all of these services previously mentioned, and has resulted in a minute increase in patron activity and engagement. This is because these programs are not specifically tailored to the demographics of the patrons in our community.
This is where design thinking becomes extremely valuable to libraries. Design thinking empowers libraries to address the specific problems that their own patrons have. As a result of addressing these specific problems, the library will improve their reputation as a vital institution in their community. Which, in turn, will increase patron engagement and activity. By solving these specific problems, libraries will save money in the long run by not wasting time and resources from just creating services and programs in hopes that they would draw positive results. Even better, libraries will most likely come to discover that most of the problems that their patrons have can be solved relatively inexpensively.