Columbus Metropolitan Library: Rebuilding digital outreach.
Serving patrons from early readers to lifelong learners, CML supports education, workforce development, digital access, and community connection across all ages, backgrounds, and abilities. With a mission rooted in equitable access to information, the library plays a critical role not just as a physical space, but as a trusted public resource—one that must be welcoming, inclusive, and easy to navigate whether you’re walking through the front doors or logging in from home.
The Columbus Metropolitan Library website had reached a tipping point. While rich in content and resources, the experience felt dated, dense, and difficult to navigate—especially for users with accessibility needs or lower digital confidence.
CML serves one of the broadest audiences imaginable: children, teens, parents, job seekers, seniors, and community members with varying levels of visual, motor, and cognitive accessibility requirements. The existing site wasn’t meeting users where they were, and critical information often required too many clicks, too much scrolling, or too much guesswork.
The challenge intensified during the COVID-19 pandemic. With physical locations limited, the website became the primary touchpoint between the library and its community. Unfortunately, many online-only resources were underutilized—not because they lacked value, but because users struggled to find or understand them.
CML didn’t just need a refresh. They needed a reimagined digital experience that felt modern, inclusive, and genuinely supportive.
Before jumping into design, we focused on understanding both the organization and its users.
This phase included:
Stakeholder interviews to align on goals, constraints, and future vision
A comprehensive content audit to identify outdated, redundant, or inaccessible material
An accessibility audit reviewing contrast, typography, navigation patterns, and assistive technology compatibility
Customer journey evaluations across key user groups, from first-time visitors to power users
These insights revealed consistent friction points: unclear navigation labels, overwhelming page density, and a lack of visual hierarchy. They also highlighted opportunities—particularly around surfacing digital services and reinforcing CML’s role as a trusted, modern community resource.
A Digital Library That Shows Up for Its Community
Rather than simply refreshing the look and feel, the solution focused on redefining how the Columbus Metropolitan Library connects with its community online. The website became a true extension of the library’s mission—designed to meet patrons wherever they are, on whatever device they use, and with whatever access needs they bring with them.
Accessibility was built into the foundation, not layered on at the end. Navigation was simplified, content was restructured, and key resources were surfaced intentionally to reduce friction and increase confidence for users of all ages and abilities. Clear pathways replaced clutter, and digital-first services were woven directly into everyday user journeys—making online resources feel just as essential and approachable as the physical stacks.
Several key metrics that would be monitored following the release, to ensure our users were as excited about the redesign as we were:
User Experience & Accessibility
Task Success Rate: How easily patrons complete key actions like finding books or accessing online resources
Digital Resource Engagement: Increased use of e-books, catalogs, and online programs
Business & Community Impact
Website Traffic & Engagement: Pageviews, session duration, and return visits
Content Update Efficiency: Faster, easier updates using reusable templates and components
Program Participation: Registrations for virtual workshops, events, and classes
Resource Utilization: Increased access and downloads of digital materials
The redesigned experience would now support both quick, task-based visits and deeper exploration—transforming the website from a static information hub into an active tool for digital outreach, inclusion, and community connection; while more intentionally monitoring performance longer-term.
Impact
The success of the redesign isn’t just measured in clicks—it’s measured in community connection and organizational impact. These metrics show how the website helps patrons of all ages and abilities find resources, engage with programs, and feel supported, while also helping the library reach more people, reduce friction for staff, and ensure long-term sustainability. In short: the site strengthens the library’s mission, one digital interaction at a time.