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Learning from library users: User experience and libraries by Bryony Ramsden

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Bryony Ramsden takes us through the concept of thinking about user experience in a library setting and how it can be used to provide a user-focused experience in the library that leads to positive patron responses. He provides us some ways to find out about the user experience as well.

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Learning from library users: User experience and libraries by Bryony Ramsden

  1. 1. Learning from library users User experience and libraries Bryony Ramsden Subject Librarian, University of Huddersfield
  2. 2. User Experience in Libraries Telling stories…
  3. 3. Too many numbers… All stats courtesy of Dave Pattern
  4. 4. Feedback… “We need more computers” “There aren’t enough books” “Where are the books?” “The journals/ebooks/[insert any kind of electronic resource here] don’t work” “You should come up with a system to organise your books by categories”
  5. 5. What is user experience? How much time do you spend in your library as a library user? Do you use your library’s services?
  6. 6. User experience is about everything that happens during any interaction (physical or virtual) with something you provide: feelings, sensations, what can be seen/heard.
  7. 7. “Wink” by Tom Hilton licenced by CC BY 2.0 “Margaret Mead stamp” by John Curran licenced by CC BY 2.0
  8. 8. Designing for who? Jacques Carelman: Coffeepot for Masochists
  9. 9. What people ask for vs. what is actually useful… “Hunt Library, NC State Univ.” by Payton Chung licenced by CC BY 2.0
  10. 10. UX in context “During our pilot survey, some 33 different kinds of activity were observed. Of these, 22 suggested distraction or relaxation, with some students endlessly checking their watches as if they were about to leave, others chatting continually with their neighbours or getting more involved in what their friends were doing than in their own work.” Bourdieu and de Saint Martin, research conducted in 1964
  11. 11. How do we find things out? Observations Photo by Guilherme Romano on Unsplash
  12. 12. Cognitive mapping
  13. 13. Retrospective process interviews
  14. 14. User journey/empathy mapping Photo courtesy of Andy Priestner
  15. 15. How do we find things out? Photo diaries Photo by sarandy westfall on Unsplash
  16. 16. Touchstone tours Photo by Aron on Unsplash
  17. 17. Graffiti walls/boards
  18. 18. Love/break up letters
  19. 19. Dealing with the data ◦ Don’t trust what people say they want, watch what they do. ◦ 6/8/5 – 6 to 8 ideas on post-its in 5 minutes ◦ Prototype, experiment, test, but always ‘fail forwards’
  20. 20. Library users and UX Gif via Giphy
  21. 21. Questions? b.j.ramsden@hud.ac.uk Twitter: @librarygirlknit Photo by Emily Morter on Unsplash
  22. 22. References/further reading ◦ Delcore et al. (2009). The library study at Fresno State ◦ The ERIAL project (2012) http://www.erialproject.org/ ◦ Foster, N. Fried, & Gibbons, S. (2007). Studying students: the undergraduate research project. ◦ Hobbs, K., & Klare, D. (2010). User driven design: using ethnographic techniques to plan student study space. doi:10.1080/07317131003766009 ◦ Lanclos, Donna (2015). Cognitive mapping http://www.donnalanclos.com/cognitive-mapping-at-acrl2015/ ◦ McKay, D., & Buchanan, G. (2014). On the other side from you: How library design facilitates and hinders group work. doi:10.1145/2686612.2686625

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