Right Service at the Right Time (RS/RT) | Urban Libraries Council

The RS/RT project provides a “create once, serve many” option that also provides the user with a level of privacy that generally face-to-face reference interviews cannot. The product was designed from a user’s stand point. Understanding that many service seekers have little experience with technology, we designed a clean and simple interface, requiring only a few actions to progress to the next step. We worked with a 4th grade reading level and provided 3 language options (English, Spanish, and Haitian Creole). To carry usability one step further we created a touch screen interface with kiosks in 14 library locations. Many E- Gov sites require the user to navigate to the service they need. RS/RT guides the user to appropriate services by using an iterative process to learn about both the user and their need to scope for appropriate matching.