Workshop and presentation exploring methods to understand user needs and behaviours in relation to library space, for the CILIP Academic and Research Libraries Group (ARLG) Conference 2016 ‘‘Are you being served? Serving our learners in a changing climate’’

2. NOT THIS ONE

3. ARE YOU BEING SERVED?

4. CONTEXT:
THE UNIVERSITY
OF EAST LONDON

5. DOCKLANDS LIBRARY

6. EXERCISE 1
• WHAT METHODS OR APPROACHES COULD WE HAVE USED TO GATHER FEEDBACK PRIOR TO STARTING
REFURBISHMENT?
• PLEASE ADD ANSWERS TO PADLET
• 10 MINUTES

7. CUSTOMER FEEDBACK
• NSS, PGTES, PGRES AND ISB SURVEYS
• AD HOC SURVEYS
• PROGRAMME COMMITTEES
• OUT AND ABOUT SESSIONS
• CUSTOMER JOURNEY MAPPING
• SURVEY KIOSKS
• FLIP CHARTS
• ETHNOGRAPHY

9. KIOSKS
OUT AND
ABOUT

10. CHILDREN IN LIBRARIES SURVEY

11. CUSTOMER JOURNEY MAPPING

12. FLIPCHARTS

13. ETHNOGRAPHY

14. FROM DATA TO DECISIONS

15. EXERCISE 2
• IN GROUPS
• TAKE A FEEDBACK PACK AND FIRST INDIVIDUALLY THINK OF WAYS OF ADDRESSING THE CONCERNS
RAISED WRITING EACH IDEA ON A SEPARATE POST-IT NOTE (5 MINUTES)
• IN GROUPS ARRANGE THESE IDEAS INTO THE PREPREPARED GRID
• HOW? ORIGINAL IDEAS THAT SEEM DIFFICULT TO IMPLEMENT
• NOW: NORMAL IDEAS THAT ARE EASY TO IMPLEMENT
• WOW! ORIGINAL IDEAS THAT ARE EASY TO IMPLEMENT (10 MINUTES)
• FEEDBACK THE TWO “BEST” IDEAS

16. ACKNOWLEDGEMENTS
• IMAGES FROM: PIXABAY (CC0 PUBLIC DOMAIN), UEL AND PRESENTER’S OWN