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Woman v. Library Self-Checkout Kiosk
Author: Jeannie Walters
May 8, 2008
Check this out!
Remember the library? I know many of us don’t use it as much as we should now that there are cushy chairs awaiting us at the local Barnes and Noble. But I happen to love my local library. Oak Park, Il, where I call home, opened a better version of the public library in 2003. There are comfortable reading spaces, an amazing children’s section, study rooms for groups and knowledgeable librarians to steer you in the right direction. But it’s the building itself and the way it’s designed that is really inviting. It truly is a community space.
There is something quaint about the idea of a library in this day and age. They actually let you borrow things, use them and then return them all at NO charge. Amazing!
One of the things I love most about my library is the self checkout feature. The kiosks are positioned throughout the building and are incredibly easy to use and efficient. The beauty is their speed and efficiency. Here’s the process. I quickly scan my card, stack my books in any old way – no need to open or prop or even lay flat out on the counter, and the machine checks them out. I see everything that’s happening on the easy-to-read screen. Similar to the grocery self checkout, I then have the option to print a receipt, complete with an itemized list of what I checked out and when each piece is due.
The receipt has saved me on more than one occasion. Have you ever checked out books with a 3-year- old? You leave with a stack of oddly shaped books – some shaped like ducks or fire engines, while some are no bigger than your hand. You’re pretty sure you checked out four only to discover you actually have six! So having a checklist makes getting them all back on time much easier. The self checkout machines have helpful and very clear instructions complete with photo illustrations, next to each station. So any environmental issues I would have highlighted here are null and void. They really seem to have thought of everything.
Being a dutiful taxpayer, I’m more than happy to support employees who are there to recommend and help, not just check out books. The machines do a fine job at that!
| Machine Tested | Usability Criteria | Score / Grade |
|---|---|---|
| Library Self-Checkout Kiosk | Orientation / Wayfinding | A: Navigation is a cinch! |
| Search / Help Features | B: While I don’t think there is a clear help option at the machine, librarians are nearby if you get stuck. | |
| Legibility | A: Very clear and easy to read. | |
| Intuitiveness | A: Who needs instructions? | |
| Ease of Use | A: This is my favorite machine so far! |
And the Jeannie factors:
Cleanliness: B — As usual, cleaning wipes nearby would be appreciated. Although the machines seem clean, I’m sure there are a lot of dirty fingers hitting that screen.
Feeling secure: A —All the self checkout stations are inside the library building. No problems here.
Convenience: A+ — No lines, no wait, and a helpful receipt at the end.
Environmental Factors: A — This particular library has self checkout stations well placed all over, exactly where you’d expect them. There are a few in the children’s section, a few near fiction, etc. There are also a few options in the lobby, close to the main checkout desk - where the real people sit.
This experience gives me hope! The whole process really does improve the customer experience, leading to a loyal customer…. me.
