Wise Circulation Redesign

Overview

The Wise Console is a modern, cloud-based library management platform built to replace the legacy Wise Client—a desktop-based system.

When I joined the project, foundational features like customer management and catalog functionality had already been migrated to the new platform. However, several major workflows—including acquisitions, point of sale, configuration, and circulation—had yet to transition.

Circulation and hold fulfillment were next on the roadmap. I was brought in to lead the UX design strategy for these workflows, to ensure the new experience would not only replicate the legacy system—but evolve it.

Goal

Reimagine the circulation and hold fulfillment experience from the ground up to:

  • Minimize unecessary steps

  • Accelerate task completion for library staff

  • Improve coordination across locations

My Role:

Senior UX Designer

  • Conducted a gap analysis to compare the old and new systems.

  • Performed a UX audit of navigation, workflows, and wireframes.

  • Interviewed & shadowed library staff to uncover pain points.

  • Partnered with product managers, engineers, and designers to refine solutions.

  • Led usability testing to validate design improvements.

  • Contributed to shared design system.


Timeline:

March 2022 - July 2024

Discovery & Research

Methods used:

  • An audit of the Legacy Wise Client and the new Wise Console build.

  • Review of Check-In & Check-Out wireframes.

  • Shadowing sessions with library staff at multiple branches.

Key Problems:

  • Too Many Clicks To Reach Key Tasks

  • Interface Overload

  • Outdated Printed Hold List

The system forced users to click through nested menus to reach daily tasks.

Early wireframes exposed too many options on screen at once, overwhelming users and increasing the risk of error.

Hold fulfillment relies on outdated printed lists by the time they’re used.

Defining the Strategy

I held an alignment workshop with the Product, Development, and QA teams to prioritize what changes would deliver the most value.

This exercise helped reframe the project not as a simple migration—but as an opportunity to rethink the experience around users’ actual needs.

Improvement Opportunities

1. Optimize Navigation

Reduce unnecessary clicks and streamline menu structures for faster access and to scale for future modules.

2. Improve Workflow

Minimize redundant steps, eliminate unnecessary screens, and simplify the lending process to speed up check-in/check-out .

3. Enhance Collaboration

Provide digital tools that replace printed hold lists, allowing better coordination across multiple library locations.

4. Support Multi-Tasking

Improve information visibility so staff can quickly reference customer and collection details to make informed decisions without disrupting workflows.

From Insight to Concept

Before jumping into wireframes, I translated early research insights into low-fidelity task flows and layout sketches. We used “How Might We” questions to guide ideation, such as:

  • How might we reduce confusion when switching between check-out, customer, and catalog modules?

These quick visual explorations aligned the team early and informed the structure of our wireframes.

Wireframe Ideation & Testing

Design Focus

I created wireframes for three core areas of the circulation experience:

  1. Navigation

  2. Check-In & Check-Out

  3. Hold Fulfillment Pick List

User Testing

We tested the wireframes with library staff from multiple branches and roles to validate usability, efficiency, and alignment with real-world workflows.

Design Iteration Highlights

Based on usability testing, we made several key improvements:

  • A horizontal tab navigation model was adopted to align with user expectations and reduce disorientation during task-switching.

  • Ensured that navigating away from the check-out screen returned users to their session until it explicitly ended—minimizing task disruption and reducing errors.

  • Optimized layouts to be mobile-friendly, making it easier for staff using tablets to search for and pull items directly from the shelves.

Evaluate: Navigation clarity in horizontal and vertical tab layouts

Evaluate: Task completion rate during check-in/out workflows

Evaluate: Effectiveness of the new pick list filters and live updates

Final Design Solution

  1. Optimized Navigation

Before

The old deep menu structure required too many clicks, users had to navigate through multiple layers, slowing down workflow efficiency.

After

Simplified tabbed navigation, keeping essential functions one click away.

  • Eliminated unnecessary nesting, allowing staff to quickly switch between tasks without losing context.

2. Streamlined Check-in & Check-out

Extra steps, screens, and unrelated features created unnecessary processing time in the lending workflow.

  • Refined the workflow, making checkout as easy as three steps.

  • Result: 40% faster checkouts, significantly improving circulation desk efficiency

3. Improved Digital Hold Fulfillment

Designed a real-time digital picklist, replacing printed workflows, eliminating duplicate pulls.

  • Introduced dynamic actions for marking items as Found or Fulfilled, ensuring better coordination across locations.

  • Implemented a refresh system to prevent workflow disruption while keeping data current.

  • Added an option to print a simplified list, offering flexibility for staff who still preferred a physical copy.

Digital Pick List

Design System Integration

To support long-term consistency and scale, I led efforts to establish a shared design system across the Wise Console platform. This helped unify design and development workflows while laying a strong foundation for future features.

Key Contributions:

Defined Core Components

Partnered with engineering to create foundational components—buttons, tables, inputs—and introduced color, spacing, and typography.

Built a Centralized Figma Library

Created a reusable component library with 40+ documented variants, aligned with our codebase to streamline design-to-dev handoff.

Established System Guidelines

Documented usage, accessibility, and behavior standards and introduced a lightweight model for evolving shared patterns across teams.

Outcomes & Impact

Time Savings

Hold fulfillment time was reduced by 40%, allowing staff to complete tasks faster and focus more on patron service.

Improved Accuracy

Real-time updates significantly lowered errors and reduced the need for reshelving, leading to smoother coordination across branches.

Happier Staff

Library staff described the new workflows as “more predictable and way easier to manage,” resulting in higher satisfaction and greater confidence in the system.

Reflection

What began as a “lift and shift” turned into a full transformation. By embedding myself with users, listening to their frustrations, and iterating closely with the team, we delivered a tool that didn’t just digitize the past—it designed for the present and future.