CX DESIGN
Color Your Own Bookmarks
for the Richfield Branch of the Akron-Summit County Public Library
Goal: Find a low-contact way to reintroduce joy into patron interactions during the pandemic.
BACKGROUND
When the library reopened to the public during the pandemic, we placed half of the furniture into storage and streamlined the flow of the floorpan to enable patrons to safely enter the building by giving them the maximum possible space to keep the recommended distance. This meant the removal of tabletop activities, including placemaking and crafts.
As the pandemic wore on, staff had many discussions about how to reengage patrons safely, bringing elements of surprise and delight into their time in our location that made patrons want to return, but not require them to stay for the duration of a typical craft of activity.
PROCESS
Ongoing discussions with fellow staff, reflecting a minimal budget and the requirement to produce something in-house.
Conversations with patrons particularly after the release of the first set in the series.
Drawing at the desk and showing my work, so patrons could see the process and how their suggestions become part of the work.
Observing which designs were most popular with various age groups, and in particular engaging with young patrons who brought their colored bookmarks back in to show me and paying attention to which elements of a design captured their imagination.
Action: Created six sets of Color Your Own bookmarks, including concepts, original illustrations, and print production.
INSIGHTS
Role of joy in defining a sense of place was highlighted during the pandemic, when the inversion of social norms in physical space impacted children in particular
I observed the role of conversation and community building in public spaces and the essential role derive jobs play in holding a community together.
I appreciated the directness of the process, being able to create, distribute, and observe people interact with the work over a two year period.
I was surprised at how beloved the bookmarks were by patrons of all ages. Some adults wanted to collect the entire series, and would carefully color them in and really use them as bookmarks.
Great conversations were sparked with other local illustrators.
Co-workers at other locations and in other systems started requesting the files to print and put out in their library, leading to distribution in 8 separate locations throughout Ohio with no promotion, just from word of mouth.