A six-slide proposal for a two-week trial at one library branch.
Members currently call a desk to request a book. This proposal tests online holds at Central Library before expanding to other branches. The scenario, estimates, and success criteria are illustrative.
Members can search the catalogue but call the desk to request a hold.
A full rollout would change the workflow at every branch at once.
How can we test the service with a small operational commitment?
Run a two-week pilot at Central Library with a daily staff review.
The effort estimates cover the hold request and confirmation flow. They exclude catalogue replacement and changes to the existing circulation system.
A member searches for a book, chooses Central Library, places a hold, and sees a confirmation. Staff review the queue each day. Renewals and saved searches stay outside this trial.
preserve the query when filters change
show the selected book and pickup branch before confirmation
show its status in My holds
staff check new requests each working day
These are proposed acceptance criteria. Record observations during the pilot; none of the values below represents a measured result.
| Check | Proposed criterion | Owner |
|---|---|---|
| Task completion | At least 8 of 10 test participants place a hold without help | Product designer |
| Request accuracy | Every test hold names the intended book and branch | Engineer |
| Staff workload | Staff can review the queue within the agreed daily time budget | Branch lead |
| Recovery | Staff can pause online requests and direct members to the phone desk | Engineer |
Request approval for one branch and two weeks. The product designer schedules the member sessions. The engineer checks failure and recovery paths. The branch lead confirms the daily review budget before the trial starts.
Keep other branches on the existing process during the trial.
Record failures and staff feedback alongside completion counts.
Extend, revise, or stop the pilot based on the agreed checks.