Getting buy-in on
user centricity
Coral Sheldon-Hess
LITA Forum, 2013
sheldon-hess.org/coral
@web_kunoichi
Organizational change
UX/Consideration Model
Active consideration
(even for coworkers!)

Active engagement with
users
Good general practices
Wha...
Active consideration
(even for coworkers)

Active engagement with
users we’re
Now

here(ish)
Good general practices

What ...
We’re … getting there
My toolbox
• Find common ground
• Haters will hate – and that’s OK
• Stick to general principles
• Build empathy for users...
Good news!
Also good news

3%

11-15%

60-70%

11-15%

3%

can’t handle
change

curmudgeons

steady, reliable,
but will move with goo...
Tell
*

Sell

*Unless you can
convince a rustler.

3%

11-15%

60-70%

11-15%

3%

can’t handle
change

curmudgeons

stead...
Stick to general principles
Get them in their user shoes

• Don’t Make Me Think: A Common Sense Approach to Web Usability
(2nd Ed.), by Steve Krug
• C...
Be patient, persistent, and
consistent
Build trust with pilot projects

“Can we just try it? We can fix it if it doesn’t
work.”
(Then you have to actually fix it...
Prove you’re an expert
Let’s discuss
Photo credits
• Cat herding:
•
•
•
•
•
•
•
•
•
•

www.paulandstorm.com/archives/show-094-flophouses-and-cat-herders/,
geor...
Getting buy-in on user centricity - LITA Forum 2013
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Getting buy-in on user centricity - LITA Forum 2013

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Description from the LITA Forum website:

It isn't a new argument: "The library website is for patrons." "But the people who use it the most are staff! What about our needs?"

This session will start with a presentation, outlining my experience building trust within my library, getting buy-in from (most of) the library's staff, and ultimately developing a plan for the library's web presence--a plan in which website analytics and usability testing with patrons are given primary importance.

The remainder of the session will be a discussion, allowing attendees the chance to share their successes and challenges and to get ideas from one another.

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Getting buy-in on user centricity - LITA Forum 2013

  1. 1. Getting buy-in on user centricity Coral Sheldon-Hess LITA Forum, 2013 sheldon-hess.org/coral @web_kunoichi
  2. 2. Organizational change
  3. 3. UX/Consideration Model Active consideration (even for coworkers!) Active engagement with users Good general practices What staff wants users to want What STAFF wants
  4. 4. Active consideration (even for coworkers) Active engagement with users we’re Now here(ish) Good general practices What staff wants users to want Our level in 2009 What STAFF wants
  5. 5. We’re … getting there
  6. 6. My toolbox • Find common ground • Haters will hate – and that’s OK • Stick to general principles • Build empathy for users • Be patient & persistent • Do “pilot projects” • Prove your expertise
  7. 7. Good news!
  8. 8. Also good news 3% 11-15% 60-70% 11-15% 3% can’t handle change curmudgeons steady, reliable, but will move with good reason early adopters, leaders over the horizon well poisoners rustlers settlers scouts explorers Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.
  9. 9. Tell * Sell *Unless you can convince a rustler. 3% 11-15% 60-70% 11-15% 3% can’t handle change curmudgeons steady, reliable, but will move with good reason early adopters, leaders over the horizon well poisoners rustlers settlers scouts explorers Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.
  10. 10. Stick to general principles
  11. 11. Get them in their user shoes • Don’t Make Me Think: A Common Sense Approach to Web Usability (2nd Ed.), by Steve Krug • Creating the Customer-Driven Academic Library, by Jeannette Woodward
  12. 12. Be patient, persistent, and consistent
  13. 13. Build trust with pilot projects “Can we just try it? We can fix it if it doesn’t work.” (Then you have to actually fix it.)
  14. 14. Prove you’re an expert
  15. 15. Let’s discuss
  16. 16. Photo credits • Cat herding: • • • • • • • • • • www.paulandstorm.com/archives/show-094-flophouses-and-cat-herders/, georgetteoden.blogspot.com/2011/12/gracie-bullyproof-teaches-more-than.html, adamsmith.wordpress.com/2008/11/19/10183/, cheezburger.com/2054909696 UX Chart for Organizations: www.sheldon-hess.org/coral/2013/07/ux-consideration-cmmi/ Tools: guysthatknow.com/2013/05/31/tools-every-man-should-have/ Agree to agree: www.newgrounds.com/art/view/waldflieger/let-s-agree-to-agree-wallpaper **Change chart: Becky Schrieber & John Shannon, at PNLA Leadership Institute. (Hire these people to teach leadership classes! They’re great!) www.schreibershannon.com Books: www.flickr.com/photos/lucamascaro/4934854016/, goodreads.com Stones worn down by water: zazzle.com, www.environmentalgraffiti.com/featured/waterfall-cavescaverns/13402 Plan-do-check-act: www.kaizen-analytics.com/2011/07/web-analytics-plan-do-check-andact.html Web Plan: not available online, but I am happy to share it with you Four leaf clover: onlyhdwallpapers.com/high-definition-wallpaper/four-leaf-clover-by-shadow-angel-looking-fordesktop-hd-wallpaper-477910/ Barrel of coffee: imgc.allpostersimages.com/
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