My work describes creative methods to improve the holistic user experience of student visitors. Since 2012, I am chairing the “Take5” committee that creates and facilitates positive, stress-relieving initiatives, activities and events at Kennedy Library. Fostering new engagement strategies and creative outreach methods, we are helping students to manage and reduce excessive stress, particularly in preparation for and during examination periods. The presentation focuses on opportunities and challenges of this established public program. Going beyond the physical and virtual user experience, we cater to the whole student and apply integrated strategies to improve mental wellbeing of the library’s visitors. Often, people associate UX directly with user interfaces or other digital experiences. I would like to spark conversations that re-focus the field of UX on holistic experiences. Airports, universities and libraries are exploring animal-assisted interventions to foster engagement and help with stress relief. My example from our academic library will help attendees to understand the program and real-world outcomes. I believe that many facilities recognize the benefits of public programs like Take5, but don't know where to start or imagine high costs associated with organizing events. My presentation will help to understand how easy it is to start the program, and what the potential outcomes can be. While it's hard to base the outcomes on quantitative data, I can share qualitative results from our research at Kennedy Library.

1. Conny Liegl, Senior Designer (she/her/hers)
Robert E. Kennedy Library, California Polytechnic State University

2. • Cal Poly San Luis Obispo is part
of 23-campus California State
University system
• Comprehensive undergraduate
education, combines technical
and professional curricula with
arts and humanities in Learn by
Doing-setting
• About 20,500 students enrolled
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

3. “If each senior project achieved
what it was intended to achieve, it
would require a student to be
creative, innovative, accurate,
factual and to solve a problem for
which there was no known solution.”
– Robert E. Kennedy
Experiential learning
§ students actively learn from experience
of testing hypotheses and assumptions
Discovery learning
§ faculty member sets solvable but
challenging problem for a student and
allows them to discover the solution
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4. • Preferred space for study
and collaboration for
students across all
disciplines
• Annual average: 1.5
million visitors (and
counting)
• 24-hour open hours
• Supportive of
experimentation
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5. §More than 80% of college students reported
feeling overwhelmed
§Nearly equal numbers of students felt exhausted,
and not from exercise or physical activity
§Mental health concerns are among the top reasons
students withdraw from or leave school
Source: jedfoundation.org/overwhelmed-and-exhausted-college-student-the-norm-or-another-way/
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

6. @connylieglCountering ruff days: Improving library UX with the help of therapy dogs
Source:ACHA, Reference Group Executive Summary, 2013.
ACHA, Reference Group Undergraduate Students, 2013

7. Transitions
§ Adolescence → Adulthood
§ Family home → Student housing
§ Working identity → Mature-student
identity
§ Certainty & familiarity → Unknown
territory
§ Home country/language → New
culture/language
§ Relative financial security → Debt
and financial strain
§ Familiar friends → New social
environment and people
Stressed about
§ Making future plans
§ Obtaining adequate sleep
§ Intimate relationships
§ Finances, Body image, overall health
§ Extracurricular activities, social life
§ Living conditions
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs
Source: Sources and Outlets of Stress among University Students: Correlations between Stress and Unhealthy Habits,
Jacqueline Britz, Eric Pappas: James Madison University

8. “Stress increase(s) as we reach dead
week and finals, and for those on
academic probation. Freshman have
concerns about moving away from
home/living in dorms, feeling lonely,
managing their time and money. Seniors
have concerns about completing work,
pursuing career goals, financial
obligations, and moving into the working
world.”
Physical diagnoses frequently related to
stress include “sleep disorders, anxiety,
headaches, depression, gastro-intestinal
disorders, and sometimes substance
misuse (stimulants, mainly alcohol.)”
– Karen Hord, M.D., Director of Health
Services, Cal Poly
“(Suicide) is a very commonly presented
issue on our campus. Typically we find
that we see more suicidality during
high pressure times like midterms and
finals.”
– Dr. Chris Marrer-Howieson, licensed
psychiatrist, Cal Poly Health Center
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

9. § Libraries re-define their new
identity as multipurpose spaces
supporting student success
§ Inclusive, collaborative place to
build community
§ Spending time in an academic
library is linked to positive
learning outcomes (Oakleaf,
2010)
§ Campus climate concerns all
colleges and departments
§ “Get them through the door”,
expose students to library
services and resources in new ways
§ New ways of library interaction
caters to the whole student
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10. @connylieglCountering ruff days: Improving library UX with the help of therapy dogs

11. “Take5 creates and facilitates positive, stress-relieving
initiatives, activities and events helping students to manage
and reduce excessive stress.” – Take5 mission statement
• Public program of Kennedy Library
• Established in 2009
• Annual funding: $1,500 from Academic Services funds
• Events and activities are always free for all participants
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

12. Take5 members…
• lead by example
• listen to feedback
• are actively involved
• organize activities that
meet the changing
needs of students
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13. § Dogs are bred to understand,
interpret and respond to human
gestures
Interactions with calm dogs can…
§ Lower the heart rate
§ Lower blood pressure
§ Increase oxytocin levels
§ Decrease cortisol levels
§ Reduce feelings of isolation,
homesickness, stress, depression
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

14. Distributed at
current library
therapy dog
events in
2017/18

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Stress level before Stress level after

16. §Stress levels drop by
almost 4 points
§ALL attendees have
marked higher stress
levels prior to the
event, lower stress
levels after
Stress level before
Stress level after
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17. Do you think the dogs
contribute to your
academic success at
Cal Poly? (n=195)
§92.78% YES
§6.70% not sure
§0.51% no
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18. § they're so cute and they remind me
to enjoy the day and take time to
appreciate the present / what's
around!
§ They help us remember school's not
everything!
§ It helps me relax and feel at home
§ They calm me down so I can
actually get things done
§ They really brighten my day and
motivate me to keep the grind
going.
§ The dogs are a great way to
destress and help us feel better
about school & missing pets @
home.
§ They are the only good thing on
campus.
§ Brightens up my day after failing
a midterm
§ In college we don't get enough
animal interaction and it reminded
me of home
§ pure, genuine joy & love
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19. How do you rate this
event? (n=195)
§Scale:
§ 1(hate it) –10 (love it)
§Rating median:
9.93
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20. § Everyone talks about the dogs when
they're here. They're necessary!
§ I love it and please never get rid of
it bc it is the highlight of my day.
§ Currently still dealing with the loss of
my Golden, she passed away young
and was one of my best friends.
Having some beautiful Goldens on
campus definitely helps ease the
stress that is coming from this.
§ They have a way of making me feel
at home & comfortable.
§ I love when the dogs come to
campus! I've become friends with
some of the owners and absolutely
love when the dogs remember me.
Petting the dogs makes my day
100% better!
§ NEVER STOP DOING THIS!
§ Thank you so much this is the best
day of my week and I will be back
<3<3<3
§ I love these dogs as friends!
§ makes for a very happy campus
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

21. @connylieglCountering ruff days: Improving library UX with the help of therapy dogs

22. • TDI licenses therapy dogs
• Offers liability insurance for
dog/handler teams
• Collaboration with P.U.L.S.E. (Cal
Poly Health and Wellbeing)
• Cal Poly class projects on dogs
• Events usually last for 2 hours
• 5-10 volunteer dog-handler
teams (1-2 dogs plus owner)
• Costs: $4 per volunteer (for
sponsored guest parking tickets)
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

23. § Most popular events on social media
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§ Covered by campus news outlets:
mustangnews.net/therapy-dogs-relieve-midterm-stress
mustangnews.net/dog-therapy-helps-destress-students-finals

24. Dog post
engagement
always spikes
Before/during/
after events
HOW DID YOU HEAR ABOUT IT?
friends: 74
facebook: 61
walking by: 45
flyers: 22
digital signage: 19
instagram: 17
snapchat: 10

25. @connylieglCountering ruff days: Improving library UX with the help of therapy dogs

26. “The Take5 program is
committed to making a
difference to each individual
student, and to contribute to
a healthy Cal Poly campus
climate. We will find and
foster partnerships at Cal
Poly, and raise awareness for
stress-relieving programs and
relevant services on campus.”
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

27. Event pictures – CC:BY Robert E. Kennedy Library, flickr.com/photos/kennedylibrary/
@connyliegl

28. Therapy Dogs International
https://www.tdi-dog.org/
U.S.A. Therapy Dogs
http://www.usatherapydogs.org/
Alliance of Therapy Dogs
https://www.therapydogs.com/
Pet Partners (therapy animals)
https://petpartners.org/
Love on a Leash
http://www.loveonaleash.org/
The Bright and Beautiful
http://www.golden-dogs.org/
American Kennel Club List
https://www.akc.org/sports/title-
recognition-program/therapy-
dog-program/therapy-dog-
organizations/
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

29. Emotional Service Animals
(ESAs), Therapy Animals or Pets
are not permitted in the library.
SERVICE
ANIMALS
ONLY
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

30. § Test 1: TDI entry table (simulated
as a hospital reception desk)
§ Test 2: check-in and out of sight
(time: one minute)
§ Test 3: getting around people
§ Test 4: group sit/stay
§ Test 5: group down/stay
§ Test 6: recall on a 20 ft. leash
§ Test 7: visiting with a patient
§ Test 8: testing of reactions to
unusual situations
§ Test 9: leave-it; part one
§ Test 10: leave-it; part two
§ Test 11: meeting another dog
§ Test 12: entering through a door
to visit at the facility
§ Test 13: reaction to children
Note: At check-in the owner must
present a current rabies certificate and
any other state or locally required
inoculation certificates and licenses.
Prior to being admitted to the
evaluation, a brief temperament test
will be performed on the dog by the
evaluator.
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs

31. CATS!
BABY GOATS!
GAME NIGHT!
SILENT DISCO!
CRAFTING!
COLORING BOOKS!
@connylieglCountering ruff days: Improving library UX with the help of therapy dogs