Connecting Voices: Elevating the ALOUD Event Experience
A User Experience design initiative to enhance attendee engagement, streamline event navigation, and foster deeper connections during the Library Foundation of Los Angeles’ ALOUD events. Final deliverables included a volunteer program accompanied by a comprehensive volunteer guide, conversation starter stickers to spark attendee interactions, and a seasonal program highlighting upcoming events.
Project Brief
The Library Foundation of Los Angele’s (LFLA) ALOUD Program connects authors, artists, scientists, etc.—in general GREAT THINKERS—with a live, public audience to exchange ideas through conversations, performances, screenings and other experiences.
The goal of this collaboration is to use the ALOUD program to drive awareness of the LFLA and its mission as well as enhance the overall in-person event experience.
My Role
Year
Design Research
UX Design
Product Design
Steakholder Comms.
Fall 2024
Length
16 weeks
Team
Isabel Bautista
Carey Corrow
Ryn Rangel
Problem
Attendees often experienced difficulty navigating venues and connecting with others during ALOUD events, resulting in missed engagement opportunities. Additionally, the limited and often unrecognizable ALOUD staff made it challenging for attendees to find assistance when needed.
A volunteer initiative aimed to enhance attendee engagement, streamline event navigation, and foster deeper connections during the LFLA’s ALOUD events. The ultimate goal is to turn moments of uncertainty into moments of connection and inspiration, ensuring that ALOUD events continue to foster a sense of community and excitement.
Solution
Insights
After attending multiple ALOUD events, our research uncovered key pain points contributing to attendee frustration:
1) Logistical Confusion:
Insufficient communication regarding parking, arrival times, and check-in processes left attendees feeling uncertain.
3) Limited Engagement Opportunities:
Attendees expressed a desire for better interaction with event speakers, volunteers, and fellow guests, along with opportunities to extend their experience post-event.
2) Venue Navigation Issues:
The lack of clear wayfinding signage and visible staff created barriers for first-time attendees unfamiliar with the venue.
4) Staff Visibility:
Staff often lacked tools (like uniforms or materials) to make their roles recognizable and impactful, reducing their ability to assist attendees effectively.
Analyzing engagement types and functions of in-person events to understand what motivates attendance.
Research & Observations
Secondary Research
Based on my secondary research, there’s an opportunity to enhance the in-person event experience at ALOUD events by integrating digital or physical engagement tools and fostering a sense of community through audience engagement.
The Case For Eating Lunch With Your Colleagues
NY Times Article
Opportunities:
1) Leveraging digital tools, such as QR codes for newsletter sign-ups, live polling, or ticket scanning at check-in, can create interactive and streamlined experiences for guests.
The Art of Gathering
by Priya Parker
2) Building intentional, community-focused moments can deepen audience connections and make events more meaningful.
Unreasonable Hospitality
by Will Guidara
3) By incorporating shared experiences like storytelling or meal-based gatherings, ALOUD can foster a deeper sense of belonging among attendees.
Field Observations
We made observations through attending multiple ALOUD events of the Fall 2024 season.
Learning From ALOUD Events
There is currently no signage available at Central Library to direct people where to go for the ALOUD events.
No announcements or marketing near the library entrances stating there will be an ALOUD event happening.
Upon entering the Mark Taper Auditorium, there is no clear indication of where people should line up as this is sectioned off, appearing closed to the public, again, no information about whether people are in the right place.
Field Observations to Customer Journey
Subject Matter Expert Interviews
Gwen Howe
Writer/Producer, Former Creative Director – Four Day Weekend
“Even just highlighting what's going to happen there gives [the audience] confidence. It gives them a mental roadmap.”
Motivation
The main priority was engaging with the audience, reassuring them of the decision they had made to attend the event, and curating a space for interaction between the audience. And get the audience talking!
Frustrations
Offered more suggestions that could help the engagement and overall audience experience.
Most memorable moment
Suggested having a Q&A format allowing audience questions throughout the event, highlighting the need for a host to provide clear transitions.
“Banned Books” Event Survey
Data Synthesis:
New attendees expressed an interest in opportunities for networking, casual mingling, and gaining access to exclusive content or material.
Insight:
These elements could enhance their overall experience and encourage repeat attendance.
Data Synthesis:
New attendees flagged logistical challenges such as parking and travel arrangements.
Insight:
Directions and communications could be streamlined to make events more approachable.
77%
of respondents expressed strong interest in access to exclusive content or materials.
67%
of respondents showed strong interest in interactive elements or hands-on activities.
50%
of respondents were highly
interested in casual mingling
with other attendees.
Recommendations Based on the data:
Introduce programs or elements specifically designed to welcome and engage new attendees, such as guided introductions or welcome packet.
Provide clear, accessible directions for parking and transportation to reduce barriers for first-time attendees.
Expand opportunities for post-event mingling, interactive discussions, and exclusive materials to leave a lasting impression on new or less frequent attendees.
Proposed Solutions
The team brainstormed solutions addressing attendee frustrations and staff visibility, resulting in designs for volunteer guides and badges, conversation starter stickers, and seasonal programs.
1) Volunteer Badges
Designed by me with the assistance of
the Donor’s Team
2) Volunteer Guide
Designed by me
3) Conversation Starter Stickers
Designed by Ryn
4) Seasonal Program
Designed by Isabel and Ryn
1) Volunteer Badges: To make volunteers easily recognizable and embody the ALOUD brand, we designed badges and lanyards that stand out yet feel professional. Each badge includes the ALOUD logo and role, ensuring attendees could quickly identify and approach our team.
2) Volunteer Guide: Volunteers are dedicated to fostering inclusivity, serving with excellence, and working together to ensure a seamless event experience. The guide covers communication, punctuality, and preparedness, empowering volunteers to support the program’s mission and connect with the community.
3) Conversation Starter Stickers: Volunteers handed out custom-designed stickers to attendees—a memorable takeaway and a way for attendees to feel connected to the event and its community spirit. The stickers served as a form of engagement as an icebreaker that opened up opportunities for conversation. Many attendees noted that they loved the freebie stickers.
4) Seasonal Program: We created a seasonal program that serves as both a keepsake and a guide, featuring event highlights, schedule details, and further information about what to expect in the upcoming events. Available in both digital and printable formats, the program allows attendees to engage with ALOUD long after the event.
Testing Our Proposal
Our team transformed ourselves into Volunteers at one of ALOUD’s final events of the season. We identified specific areas where we could have the biggest impact based on foot traffic: greeting guests, assisting with check-ins, providing information, and ensuring smooth transitions throughout the event.
When asked to support ALOUD, we envisioned an experience where volunteers are more than support staff—they’re ambassadors of the event’s mission. Our goal was to enhance the attendee experience through approachable, visible, and informed volunteers, ultimately creating a more engaging environment for everyone.
We distributed stickers, guided attendees as they arrived at the venue, welcomed guests as they made their way to the auditorium, and answered questions throughout the event. Our professionalism and friendly demeanor contributed to a welcoming environment.
Capturing Feedback: Post Event Survey
Following the event, we gathered feedback to gauge the success of our volunteer program through a survey curated by our team member, Carey. Survey data captured attendee satisfaction, perceived helpfulness of volunteers, and overall event experience. These insights are invaluable as we continue refining our approach to ensure ALOUD attendees feel supported and welcomed.
The Goals:
Understand the visibility and impact of event volunteers.
Identify reasons for non-engagement with volunteers.
Explore opportunities to improve volunteer-audience interactions.
The Implementation:
The survey was distributed via QR code at the event and through a post-event email.
The survey designed was to capture feedback from both attendees who interacted with volunteers and those who did not.
Achieved a 10% response rate.*
*As of 11/17/2024
The Results
4.8/5
Volunteer Approachability
129
Stickers Handed Out
78%
of respondents noticed volunteers
Participants rated our volunteers’ approachability a 4.8/ 5. Volunteers were highly regarded for their friendliness and accessibility, indicating a strong point of connection between attendees and the event.
We distributed 129 stickers, which exceeded the number of attendees thanks to the universal love for free stickers.
And 78% of participants noticed the volunteers presence at the event, confirming that volunteer lanyards and cohesive attire increased volunteer visibility and recognition.
Our Impact & Lessons Learned
What Worked:
Our volunteer program and the assets we created were a tremendous success, helping to elevate the ALOUD experience for attendees and volunteers alike. Feedback has shown that our efforts made a noticeable difference. Reflecting on our experience, this is what worked:
Volunteers provided attendees with a clear first point of contact, reducing confusion about parking and check-in, offering guidance to late arrivals, and fostering a welcoming atmosphere that encouraged engagement and even attracted newcomers.
Volunteers enhanced attendee engagement by distributing stickers and initiating conversations, contributing to a welcoming atmosphere.
Proactive volunteer interactions encouraged attendees to explore available materials intended for them like magazines and clarified event details, ensuring they felt acknowledged and informed.
What Didn’t Work:
Once check-in started and doors opened, we realized we could’ve better positioned ourselves to accommodate for the hotspots in foot traffic.
Not having a designated point person or volunteer to manage magazines and physical assets intended for attendees once doors opened created confusion, attendees were unsure whether or not they could grab what was placed on the open table.
Based on the volunteer attire, they might not have pockets to place materials, in our case the stickers.
Very few people wore their stickers, which might’ve been due to the nature of the event and the political association with the color red. But some attendees expressed being shy and not wanting to start conversations at the event, but shared they would be putting their sticker on their water bottle or other personal items later on.
There was no clear check-in opening time, so this created a sense of uneasiness among attendees who had arrived before or at 6:30pm, and were expecting to begin the check-in process.
Recommendations:
Clearer guidelines of roles and expectations that could be provided by ALOUD staff, so volunteers can better assist and contribute effectively at the event.
Strategic positions in high traffic areas, such as the library lobby, check-in area, auditorium lobbies, and tables with promotional materials.
Providing hospitality training for volunteers so that it ensures that every individual knows how to properly approach attendees and successfully contribute to a welcoming environment.
Volunteers could assist with set-up and break-down of event spaces.
Future stickers could include an ALOUD logo or hashtag for brand recognition outside of the ALOUD event space.
Looking Forward: A Vision for ALOUD’s Future
Based on this experience, we envision scaling the volunteer program, enhancing training, and further aligning volunteers with ALOUD’s mission. Each new season will be an opportunity to bring in fresh faces, strengthen community ties, and create memorable experiences for all who attend ALOUD, in-person.
REFLECTION
Collaborating with a non-profit like the Library Foundation of Los Angeles (LFLA) offered valuable insights into the realities of designing within constrained environments. With smaller budgets and teams, we had to ensure our solutions were practical, scalable, and aligned with the foundation's capabilities for implementation. Presenting directly to the president and CEO was an incredible opportunity to gain leadership insights and tailor our recommendations to meet organizational goals.
Additionally, LFLA's connection to the LA Public Library—a government organization—introduced unique operational restrictions. For example, the library’s commitment to constituent trust means no data collection at their centers, limiting LFLA's access to useful metrics for evaluation and outreach. Despite these challenges, we learned to design empathetic, low-tech solutions that prioritized user experience while respecting these boundaries.
The highlight of this project was working with my team. Every member showed up and contributed equally, supporting each other when we needed to step away due to personal circumstances. Through moments of uncertainty, like stakeholder communications and testing our final solutions, we brought laughter, joy, and camaraderie to the process. I’m incredibly proud of the work we produced and will carry this experience into future collaborative projects.
A significant learning experience came from navigating unforeseen circumstances, such as the shooting that occurred on campus during our project. This event underscored the importance of adaptability, resilience, and communication when working within real-world constraints.