Schlow Centre Region Library

Schlow Centre Region Library serves as a hub for patrons across multiple townships in Centre County, Pennsylvania. With a lengthy list of available assets but also a number of user frustrations, they partnered with us for a ground-up redesign driven by our Voice of Patron® data. They sought to ensure that all of their area residents could have easy access to everything the library has to offer. 

Making happy users even happier 

Like many libraries, Schlow enjoys high ratings from patrons who appreciate everything they can access for free, even when there are a few hoops to jump through. By helping Schlow Region Library remove some of these hoops, we aimed to make their happy users even happier. We reorganized their informational architecture based on the results of our Voice of Patron® user data and built a dashboard that integrates with their payment processing system to simplify the handling of fines. 

Throughout the process, we used extensive usability testing to confirm our user experience and design decisions, and the results reflected that. We improved Schlow’s already-high user success and satisfaction levels and won a Davey Award for outstanding design.

When the COVID-19 pandemic struck, Schlow, like many libraries, faced a sudden shift in their goals and priorities as they sought to make their online services and resources even more accessible while physical locations were shuttered or open at limited capacity. We helped the library’s web team create and refine Schlow at Home, a one-stop-shop for the latest library updates, access to digital collections, sign-ups for services including doorside pickup and public computing appointments, and even personalized reading suggestions from Schlow’s expert staff. Through the Voice of Patron® data we’ve gathered throughout these events, we can help ensure that the changes the library makes online don’t disrupt other areas of user success and are targeted to the goals and tasks most in need of extra support. 

In the years since our initial rebuild, we’ve forged a lasting partnership and are now embarking on a complete upgrade to Drupal 9. We’re fine-tuning search, refining content, and adding new design elements that we are confident will make Schlow’s patrons even more successful and satisfied with their online experience. 

Success factors 

• Integrated payment processing for fines 
• Extensive usability testing to refine design and UX
• Integration of multiple platforms and data sources
• Ongoing partnership for continual innovation and improvements