Library Hold Pickup Window
Design a library hold experience that explains queue progress, pickup readiness, and expiry without pressuring patrons.
The brief
Understand the problem
Background
A requested item may move through a queue, transfer between branches, wait on a pickup shelf, and expire. Patrons need honest estimates and accessible options when they cannot reach the branch in time.
User context
Arthur's large-print novel is ready at a branch across town, but he is recovering from surgery and cannot collect it before the listed expiry date.
Product problem
The service should clarify each hold state and offer policy-compliant alternatives without exposing borrowing history.
Objective
Create hold detail, pickup preparation, extension or proxy request, and expiry resolution for a public library.
What to design
Define the experience
Required experience
- Track queue and transfer status
- Review pickup location, shelf window, and access details
- Request an extension, alternate branch, or authorized proxy
- Resolve an expired or missed hold
Screens and states
- Hold status
- Pickup detail
- Pickup assistance request
- Expiry outcome
Core user flow
Follow the critical path
- 01
Arthur receives a private ready-for-pickup notice
- 02
He opens branch access and expiry details
- 03
He authorizes his daughter as a one-time proxy under library policy
- 04
The pickup record closes without exposing the book title on her lock screen
Product rules
Requirements and constraints
Requirements
- Use distinct queued, in transit, ready, collected, expired, and canceled states
- Show which dates are estimates and which are deadlines
- Support branch access information and non-digital contact
- Protect titles and borrowing history in notifications and proxy flows
Constraints
- Extension options depend on waitlist and item policy
- A proxy may require verified identification
- The system cannot promise transfer arrival dates
Reality check
States worth considering
Ready-to-use content
Mock data
Use this content to test hierarchy and realistic data states. You can expand it when the concept needs more depth.
Hold events
- Requested August 4
- In transit August 18
- Ready August 20
- Pickup expires August 27
Finish line
What to deliver
- Four responsive screens including a proxy pickup and an unavailable extension
Optional direction
Visual resources
Use these as a starting constraint if you want one. They are not part of the required solution.