Library of Things
Making borrowing better than buying
Library of Things is on a mission to make borrowing better than buying, for people and the planet. Over 2 years, I worked with the team to design a scalable borrowing platform with a joyful user experience.
The Problem
80% of household items are used less than once per month. Incomes and living spaces are squeezed, especially in cities.
At the same time, electronics have become the largest waste type in UK landfill, increasing at double the rate of plastic. If everyone in the world consumed resources at the rate we do in the UK, we'd need 3.5 planets to sustain us.
The Solution
Self-serve kiosks in shared spaces to borrow useful things for your home, projects and adventures. More affordable, more convenient and kinder to the planet.
Challenging the norm
For many, borrowing rather than buying is a new concept. To challenge that norm, we worked to make this change feel effortless. Audience research told us that ease of use, proximity and availability are the key factors that determine convenience. Meeting these user needs was the basis of delivering the proposition.
Making borrowing better
But to make borrowing better, utility alone isn’t enough. Brand principles guided the design of the borrower experience – amplifying what sets Library of Things apart from the alternatives.
These were embedded across user journeys from marketing comms, to digital product and spatial design.
Scaling up
To take Library of Things from pilot stage to a replicable model, I established systems and processes that have seen the platform scale from one to multiple sites across London, with more locations across the UK in the pipeline. This approach has meant new features are quicker to launch, demand for new sites can be understood and brand communications can be managed across a decentralised network.
Decision-making power in the hands of platform stakeholders
To build a platform that reflects the needs of it’s users, we made sure the right people had the right level of input, at the right time.
This ranged from audience research to inform new features, demand mapping to initiate new sites, co-design sessions with end users and testing throughout development to ensure usability.
Open and collaborative
Whilst the community were involved in defining the requirements, we made sure the service was desirable by working with industry experts in design and build, ranging from Seymour Powell on industrial design to Jay Covers on illustration.
This open and collaborative approach meant that our design decisions were rooted in reality, connected with people and deliver on the mission of making borrowing better than buying.
Decision-making power in the hands of platform stakeholders
To build a platform that reflects the needs of it’s users, we made sure the right people had the right level of input, at the right time.
This ranged from audience research to inform new features, demand mapping to initiate new sites, co-design sessions with end users and testing throughout development to ensure usability.
Open and collaborative
Whilst the community were involved in defining the requirements, we made sure the service was desirable by working with industry experts in design and build, ranging from Seymour Powell on industrial design to Jay Covers on illustration.
This open and collaborative approach meant that our design decisions were rooted in reality, connected with people and deliver on the mission of making borrowing better than buying.
Impact
Library of Things is now rolling out across multiple sites in London and UK with a replicable borrowing platform that creates value for people and planet.
90% of borrowers say they now have more money to spend on things important to them and each new site saves 10 tonnes of waste 22 tonnes of CO2 emissions.