NCompass Live - June 17, 2020 http://nlc.nebraska.gov/NCompassLive/ How often does your library make decisions about services offered without checking with library users first? Are library administrators or external agents making decisions on behalf of library patrons without understanding their needs? Are you puzzling over why some of your programs are poorly attended, or services under utilized? Do you sometimes feel like you are floundering in the dark, trying to make sense of patron behavior? Have you done usability testing, but need to go beyond that to learn even easier methods for assessing and improving library services? In this session we will discuss ways to know your users better through some powerful UX techniques like: creating user personas, diagramming user journey maps, conducting focus groups and surveys, field studies, and card sorting. This session, conducted by a librarian at a university and a UX professional from the private sector, will include demonstrations showcasing both qualitative and quantitative UX methods. Attendees will leave with ready models to put to work in their library. Presenters: Jennifer DeJonghe, Reference and Instruction Librarian, Metropolitan State University; Rich Harrison, User Experience Consultant, Horizontal.

2. Jennifer DeJongheRich Harrison

3. Real and
practical
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4. Reflect for a
moment:
How often do you include
patrons in decisions about
library services?

5. Libraries are
in trouble (?)
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6. Let’s flip that script

7. Users are in
trouble
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User Experience is a social
justice issue!

8. Reframe the
problem
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9. Bad
solutions
Users:
Us:

10. You can’t
change users
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12. Librarians are the Original UXers!

13. Reference
interviews are
mini field tests

14. We’re trained
to put users’
needs first

15. User Experience Methods

16. User
Experience

17. Who are the
users?
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You are not the user!

18. UX in five steps

20. User research

21. Usability
Testing
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22. Contextual
inquiry
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23. Learn their
mental models
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24. Build personas
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26. The persona’s
journey
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credit: cxl.com

27. Organizing
the map
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credit: floridavoterrestoration.com

28. Card sorting

31. A/B testing
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32. Other ways to
observe
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33. What you
need
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34. In summary

35. People often ask
for the wrong
things

36. Give users only
what they
need
credit: xkcd.com
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37. We don’t test;
we observe
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38. Right tools at
the right time
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39. What can trip
you up
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40. Tell the story,
not the facts
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41. No money, no time?

44. Two books and one website

45. Lean UX
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46. 18F methods
(cards)
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47. Information
Architectur
e
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48. Go forth and test
the things. Your
users are waiting
on you.

49. Resources
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50. Contact