Overlap Between Business Goals, User Goals, and Technical Considerations

  • A system that can remain organized through staff and technology changes so that users can always find what they need

Business Goals

  • Ensure information gets to the people who need it (like nannies) to help the day run smoothly

  • Staff time is spent helping people who really need them- not people who would have done things online if they could figure out how, or forwarding emails to the right person

  • Encourage continued community investment in the library by being an essential part of the town

User Goals

  • Be able to access or learn about the library’s services just from visiting the website

  • Be able to do things on the library’s website that one has come to expect from a store- like paying fines or seeing the status of a request

  • Learn about & register for events, get notifications and calendar invites

  • Easily rent spaces

  • Renew/reserve/request books/media, see status of each

Technical Considerations

  • Software used has limitations and is determined by non-users

  • Software may change at some point

  • Catalog is managed by county

  • Help system that creates tickets, auto-forwards, maybe chatbot to pre-filter?

Overlap Between Business and User Goals

  • Users can help themselves or get help quickly and from the right staff member

Overlap Between User Goals and Technical Considerations

  • Catalogue system that can provide detailed information on items by user

Overlap Between Technical Considerations and Business Goals

  • Staff can make updates to homepage themselves