Library Fines and Borrowing Policies UX Study
In March 2017, the UX Team investigated users’ perceptions and behaviours associated with library borrowing and fine policies.
- What do users’ know and think about the library’s borrowing and fine policies?
- How do users behave with respect to the library’s borrowing and fine policies?
- We conducted interviews with 8 users
- We then conducted 7 guerrilla interviews with users who were in the process of checking out books at the self-checkout machines
What did we Learn?
- Most users were not aware of the library ’s fines and borrowing policies
- Users who were aware that money from library fines supported worthwhile causes had a more positive attitude towards fines
- Most users expressed concern that if fines were eliminated there would be little incentive to return books
- The threat of a fine does not factor strongly into users decisions to return a book. The primary reasons users do not return a book is forgetfulness.
- Explore the possibility of eliminating fines
- Communicate to users about what the library does with money collected from fines
- Improve email communications about due and overdue books
- Improve the timing of email notifications
- Explore text message notifications
- Improve communications about borrowing policies
Year of Study: