Libraries have jumped on the User Experience bandwagon of late, rethinking our tools and services with a new focus on patron needs. But we still see things differently than our patrons. Where we see discrete services supporting our larger mission, patrons only see a confusing website. Without a holistic view, we spend our time solving the wrong problems.
Fortunately, we have everything we need locked up in data silos. In this presentation, I'll talk about how to get that data out of the dark and make it a powerful tool in reshaping your library's commitment to service.
Libraries are starting to recognize the importance of User Experience research. We're analyzing usage data, talking to patrons about their needs, and performing usability tests to improve our online tools. But we do these things once or twice on specific tools or services, never asking how those tools interact with our other services and tools. But the truth is, our patrons often interact with several of our tools during the course of a single task. Because we're busy focusing on the individual tool, we don't see how the problems patrons face are created or exasperated by problems in other systems. For instance, we often saw problems with our Interlibrary Loan software that were caused by labeling in our Link Resolver. Without a way to see our tools holistically, we'll never be able to identify the real problems that our patrons struggle with.
Luckily, Libraries collect a lot of data. At GVSU, we've worked hard to build a culture of UX, and in this presentation I'll share many of the techniques we used to share user data throughout the library so that new projects began with a good understanding of existing user behavior. I'll share practical tips for conducting tests of all kinds, as well as how to get reluctant (or overworked!) colleagues on board. The goal is to have folks walk away with several things they can try to help improve their libraries, and hopefully improve the experience for their library's patrons.
Hello ,
I would love to have access to this presentation. Your abstract seems very interesting . Looking forward to it. Thank you .