The Challenge
What Library Machine Was Facing
Library Machine's automated lending kiosks had been deployed across 40 branches with locally customised interfaces, resulting in an inconsistent experience where borrowers who moved between branches needed to relearn the system each time. Accessibility audits further revealed that 18 of the 40 deployments failed basic WCAG contrast and touch-target requirements.
The Solution
What We Built
We conducted a cross-branch UX audit, benchmarking all 40 interface variants against a shared usability rubric, and ran inclusive design workshops with librarians and borrowers including elderly and visually impaired users. The output was a unified design system with a strict WCAG 2.1 AA token set and a branch-customisation framework that allowed local branding without breaking the core interaction model.
Results