Your voice,
our promise
An improved interactive visitor feedback system for the Glenroy Community Hub library. The feedback nook, built into the architecture of the building, aims to create a feedback solution that is inclusive and accessible on the front-end, and easy to quantify and compare on the back-end.
By first understanding the demographic of Glenroy, we have placed careful focus on language and ease of use.“Your Voice, Our Promise” is accompanied by a mobile app accessed via NFC stickers, a paper form, and a comprehensive back end that synthesises the community’s qualitative and quantitative feedback.
ROLE
UX Researcher & Back-End Prototyper (Design Student, Group Project)
DURATION
3 months (3-person group project)
HIGHLIGHT
Product Demos to Glenroy Library Committee Panel
ACHIEVEMENT
UX Design Awards:
Selected for submission, funded by Monash University
Front-End Feedback System
As part of my team, I visited the Glenroy Library and collaborated closely with staff to gather insights into the user demographics. Site visits identified key pain points as language and survey accessibility, highlighting opportunities for innovative solutions and design developments.
Using these insights, I created user personas and empathy maps (e.g., Diyar, an English learner) to better understand the needs of our diverse users. This shaped our main goal for the front end: to democratise feedback by proposing location-specific features that support multiple languages and prioritise ease of use.
Back-End Feedback Review System
I was solely responsible for developing the back-end review system. My focus was on creating an intuitive feedback review experience, tailored specifically for staff without data analysis expertise.
I designed and built a digital dashboard that consolidated feedback into one central location, allowing library staff to easily pinpoint areas for improvement without the need for advanced data analysis skills. Additionally, I implemented semi-automated flagging processes to ensure timely action on negative feedback
My Time Constrained Back-End Demo for UX Design Awards
MY Focus
1
Research and user testing
I used card sorting to structure the Glenroy Library experience, uncovering insights into visitor behavior and interactions.
Through user testing of low-fidelity wireframes, I prioritised reducing cognitive load on the data dashboard by displaying only essential information. During testing, users raised privacy concerns regarding the display of library members' names attached to feedback. I addressed this by removing names and instead displaying ratings by demographic metrics, such as age (e.g., 40% of 4.5-star ratings were from visitors over 50).
2
Adapting to Glenroy Hub and front-end product
The colour palette, with hues of blue reflecting light and air, mirror the Living Building requirements for a space that blurs the lines between inside and out. This design supports accessibility and inclusivity while respecting the building’s regenerative principles, enhancing user experience and maintaining its sustainable ethos.
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