Front Door Assessment and Redesign

Looking down the staircase at the Hatcher Graduate Library

Project goals: 

Assess the current project intake system for library IT

Skills applied: 

User research methodology, qualitative analysis, quantitative analysis, iterative development

Tools used:

Qualtrics, Google Apps, Co-design workshops, Dedoose

Duration + type:

August 2016 through June 2017; internal assessment


The problem:

The initial project intake process (The Front Door) was created to ensure transparency about which projects were accepted for development by the library IT department. After over a year in action, assessment was needed to determine what steps to take in redesigning the process.

The results:

We conducted user interviews and distributed a survey participants to identify users’ current pain points with the process. From these findings we are now in the process of redesigning the project intake system for the next iteration.

Assessment phase

Survey detail page screenshot describing how to tailor questions based on implementation rather than tools involved.

We wrote an all-staff survey (16% response rate) with different questions based on a user’s home division and prior experience with the project intake process. During this time we asked users for feedback on the impact of the process, rather than the mechanics behind it.

At the same time as the survey, we scheduled and conducted 7 in-person conversations with 31 participants across key user groups to get a better sense of the process’ effect.


Redesign phase

Two handwritten index cards with responses from in-person LIT department feedback events.

We identified common pain points in the process from the assessment phase user data. We compiled these in a report for the Library Information Technology leadership. These findings are now guiding our redesign plans.

The full redesign will hopefully encompass:

  • Communication strategies based on user role including a reorganization of the Trello boards

  • New back-end roles, responsibilities, and training

  • Co-design sessions with different user groups

  • New service value propositions, goals, and objectives

  • Updated timeline for project vetting

  • Redefinition of the types of projects that enter the process