Columbus Metropolitan Library’s (CML) group technology classes structured around a pre-determined goal historically have had low attendance and engagement. In 2021, CML and the Columbus Foundation conducted a human-centered design sprint to understand our community’s needs and wants related to technology help. The most important finding was that customers wanted readily available, non-judgmental, customer-directed help. CML connected with Digital Equity Coalition partners to create a digital skills training course model that could incentivize customer engagement and solve multiple digital inclusion needs. The organizational partners created Digital Skills Hub, a 10-hour skills course that includes a free device upon completion. After running four cohorts at two branches in late 2023, courses had a 100% registration rate and a 60% completion rate, far exceeding traditional technology class metrics.

CML and the pilot partners collaborated to design shared curriculum and centralized registration on the promotional website, which added efficiencies for the different partners. Using findings from the technology help human-centered design sprint, CML offered four course options at two branches during a five-week period to maximize flexibility for customers seeking to complete the required courses. Participants trained on and received an Acer Chromebook, boosting their confidence in using their new device. Digital inclusion work focuses on connecting customers with high-speed broadband, the right device for their needs, and the adequate digital skills to achieve their goals. Digital Skills Hub solves two of three digital inclusion needs in one program.

After CML facilitated the first cohorts, 32 customers completed the course and received their Acer Chromebook: 60% of registrants completed the 10-hour course. Because the initial course was a pilot, upon completion program facilitators focused on how to improve and further scale the Digital Skills Hub program. Greater efficiency can be created with dedicated facilitators who will need less ongoing training. CML plans to assign a Digital Navigator as the lead facilitator for the expanded program, scale the program to multiple locations and help onboard 14 new partners with funding from the city of Columbus and Franklin County. The Franklin County Digital Equity Coalition plans to reach 10,000 Digital Skills Hub completions by 2027- and community anchors like Columbus Metropolitan Library will play a key role in achieving that success.