One of the fundamental principles of the visual workplace is to build solutions for common mistakes directly into the physical workstation. As an increasing number of library services are offered online, the computer is quickly becoming a common library workstation. How libraries design and present interactive web services is more important than ever. Written instructions for patrons need to be as clear and self-evident as possible. If patrons express confusion with a web-based form or procedure, libraries can address these problems with online visual solutions.
Take the following confusion over patron I.D. numbers. The library's former web-based interlibrary loan service directed students to login using their student I.D. number. Confusion and frustration developed when students routinely used the shorter number on the front of their card, instead of the desired 13-digit library patron number on the back. To address the problem, the library inserted images of the card into the web-form to underscore the correct I.D. number required to login. This simple visual solution eliminated further confusion.
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