An interview with the library director (see eJournal 1) was conducted to identify the primary instructional need that the organization needs to address. The primary problem expressed by the library director is way finding among patrons. She also provided a document, particularly a report from an unannounced visit (see Appendix C) where the same problem is raised.

Particularly, there is a noticeable gap in the patron's current and desired states across behavior, skills, and attitudes. Currently, patrons often appear confused and disoriented when navigating the library. Ideally, they should feel confident and empowered. In terms of skills, patrons struggle to locate resources and require direct staff guidance, but the goal is for them to become self-directed and capable of utilizing maps, signs, and digital tools to find what they need. Finally, regarding attitude, many patrons feel unwelcome or excluded, whereas the desired state is for them to feel welcomed and included. These gaps mean that there is an instructional need that must be addressed. In light of this, the design case is expressed as follows: Patrons struggle to navigate the library independently.

In addition to this primary need, another instructional need was identified beneath the surface: the need to train library employees to update and manage the library map. Currently, a map exists, but it has not been updated in a long time. This represents a second instructional need: library employees needs to be trained to update and maintain the library map using accessible, user-friendly tools.  In light of this, the second design case is expressed as follows: Library staff are not able to update the library map.

For the first design case, patrons struggle to navigate the library independently, it is found that the root cause of the problem is an outdated map and that the concern is mostly on finding meeting rooms and study spaces. This aligns with the study of Li and Klippel (2012), which found that requests for directions are among the most frequently asked questions in library helpdesks.

The patrons of Hamden Public Library will be the target learners for this instructional goal. Generally speaking, the majority of the patrons are over the age of 24. Most of them finished college or have had some college education. Their gender is mixed, but it leans heavier on the female side. They come from diverse cultural backgrounds, including White, African Americans, Indians, Koreans, Chinese, Latinos, among others. It is a microcosm of the Hamden community. Most are proficient in the English language.

Almost everyone owns a mobile phone and has a subscription to a data connection, but some have limited access to computers and printers. For some, this is the reason why they visit the library. As for their digital literacy, it spans both ends of the spectrum; some are very advanced, while others struggle even with the basics.

Most patrons are physically able, but as the library director admits, the Miller Memorial Library is not very disability-friendly, even though, among the three branches, it is the most accessible because it has an elevator. However, she mentioned that at times she sees patrons with mobility impairments, as well as those who are visually impaired or hard of hearing. She also mentioned that there are times when elderly individuals from specialized care homes visit the library as a group.

As for their extrinsic motivation, they come into the library because they need to find something, whether it be books, printers, a quiet space, or a space to socialize. So, this motivation would align with an instructional material that allows them to find what they need and get to where they need to be more easily. As for their intrinsic motivation, they want to feel that they belong in the community, that they have the support they need, and that they are valued.

As for their general learning preferences, it really varies. Some would prefer visual, auditory, or kinesthetic learning methods, and that's why the library provides resources to cater to these preferences. Some would also prefer to be on their own, while others would prefer to have someone assist them.

With regard to the contextual factors that could affect learning, the context is largely positive and supportive. 

The library, as a lifelong learning institution, has a supportive organizational culture, and this is even reflected in their mission (see Appendix C) expressed as follows: “The Hamden Public Library, the community's information center, provides a variety of library resources, access to innovative technology, and a knowledgeable staff to improve the quality of life and meet the informational, educational, and cultural interests of the entire Hamden community.” 

As for the patrons, their general attitude towards learning is positive. Their presence in the library shows that they are eager to learn and committed to lifelong learning. 

As for the support mechanisms, they are readily available as observed during the site visit conducted and as confirmed by the library director. There is an information desk and circulation desk with knowledgeable staff that are always ready to assist patrons. There is also a Center desk with brochures and computers for browsing the library’s catalog. Moreover, there are also signages based on the Dewey Decimal system attached to the bookshelves. Computers, internet access, printers, and other learning resources are also available throughout the library.

For the second design case, library staff are not able to update the library map, the needs analysis revealed that the root cause of the problem is that the existing map is developed in AutoCAD—a software that the current employees do not have access to and are not proficient in using. As a result, they are unable to make updates to the map, which is problematic given that layout changes in the library occur frequently. This same problem of outdated maps was brought up in the study of Cumberbatch et al. (2023), but the issue of using AutoCAD or other expensive software did not come up.

For this instructional goal, the target learner are employees of Hamden Public Library. Most are female, ranging in age from their late 20s to late 60s, with the majority identifying as White or Caucasian. All employees have completed college, and some hold graduate degrees. They are all proficient in the English language. 

Additionally, all of them own a mobile phone, have access to computers, and maintain a subscription to a data connection. However, their digital literacy varies. Some are highly comfortable using various software tools and platforms, while others require more guidance and support. This variation in skill level should be considered when designing training materials to ensure accessibility and effectiveness for all employees.

No disabilities were reported among the employees at the time of the needs analysis.

As for their extrinsic motivation, employees are encouraged by the expectations of their roles and the recognition they receive from supervisors and peers for acquiring new skills that improve library services. As for their intrinsic motivation, many employees expressed a strong personal commitment to serving the community and improving the library experience for patrons. They value learning opportunities that empower them to be more effective in their roles and take pride in being knowledgeable and resourceful members of the library staff.

With regard to the contextual factors that could affect learning, again, the context is largely positive and supportive. To reiterate, the library, as a lifelong learning institution, has a supportive organizational culture, and this is even reflected in their mission.

It is determined that employees are eager to help patrons and resolve the wayfinding issue. Their general attitude towards learning is positive. Moreover, it is determined that employees are eager to help patrons and resolve the wayfinding issue. Their general attitude towards learning is also found to be positive, as seen in their engagement in continuous professional development efforts. 

As for the support mechanisms, they have active Microsoft subscriptions, so it is preferable that the new map be developed using software that is part of the suite. They all have their own personal computers and have access to internet connection both in the library and their respective homes.