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From UX Study to UX Service: Using
People-Centered Research Methods to
Improve the Public Library Experience
Lisa Chow | S...
People-Centered Methods
and Design Course
User Experience (UX)
Study of a Public Library’s
Self-Service Model
Book a Libra...
UX Study: What We Did
People-Centered Methods
and Design Course, Spring
2008
User Experience (UX)
Study of a Public Library’s
Self-Service Model...
Evaluate the
self-service
model
Methods Used:
Fly on the Wall
Flow Analysis
Quick & Dirty Prototyping
Behavioral Mapping
Analyze user
interactions in
the library
Methods Used:
Task Analysis
Error Analysis
Be Your Customer
Interviews
Word Assoc...
Affinity Diagram Behavioral Mapping Be Your Customer Camera Journal
Card Sort Character Profiles Co-creation Cognitive Map...
Identify gaps in
library services
Recommendations:
Book a Librarian
Single Service Point Model
Roving Librarian
UX Study: What We Learned
● Don’t get stuck on designing a plan
● Start then tweak
● Fail early and often
● Be flexible & adaptable
● Ask for help &...
● Be SMART
● KISS
● Consider & reconsider online tools
● More strategic with record keeping
● Lots of walking & talking ch...
UX Service: What We Did
Book a Librarian (BAL)
Development to Implementation
1 Year
Initial
Brainstorming
July/August
2008
Proposal Pitch
to Direc...
Design
What’s the project purpose,
scope, and plan?
● Purpose and scope -
design a personalized
reference service model
● ...
Develop
What are the tasks, milestones,
and priorities of the project?
● Patron process
● Staff process
● Web presence
● M...
Affinity Diagram Behavioral Mapping Be Your Customer Camera Journal
Card Sort Character Profiles Co-creation Cognitive Map...
Analyze
How is the project going?
● Soft launch
● Market at branch level
● Different ways of marketing
● How is the proces...
Evaluate
Did you successfully
complete the project?
● Google Analytics
● Outcome based evaluations
● Patron & staff survey...
UX Service: What We Learned
● Design under assumption of no funding
● Sustainability & maintainability
● Better process for record keeping
● Project c...
● Describe work in # of hours
● Work in beta
● Soft launch
● Sell idea to staff
● Have a sponsor
● Avoid scope creep
● Pri...
Tools & Resources
Tools and Resources
(formerly wetpaint)
Design Thinking, User Experience, and Project Management
1. This is Service Design Thinking by Marc Stickdorn and Jakob Sc...
People Interact Consultancy
~It’s about people.
We work with libraries and nonprofits to implement creative solutions to e...
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From UX Study to UX Service: Using People-Centered Research Methods to Improve the Public Library Experience

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December 8, 2016 presentation by Lisa Chow and Sandra Sajonas at Amigos Online Conference: Driving Library Change with User Experience Design

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From UX Study to UX Service: Using People-Centered Research Methods to Improve the Public Library Experience

  1. 1. From UX Study to UX Service: Using People-Centered Research Methods to Improve the Public Library Experience Lisa Chow | Sandra Sajonas People Interact Consultancy December 8, 2016 Driving Library Change with User Experience Design
  2. 2. People-Centered Methods and Design Course User Experience (UX) Study of a Public Library’s Self-Service Model Book a Librarian (BAL) Reference Service People-Centered Methods Project Management UX Approach (Design Thinking) Tips Strategies Challenges Lessons Learned
  3. 3. UX Study: What We Did
  4. 4. People-Centered Methods and Design Course, Spring 2008 User Experience (UX) Study of a Public Library’s Self-Service Model Course Project: Use a selection of principles and practices from design thinking and design research methods to collaboratively develop and complete a LIS-related project.
  5. 5. Evaluate the self-service model Methods Used: Fly on the Wall Flow Analysis Quick & Dirty Prototyping Behavioral Mapping
  6. 6. Analyze user interactions in the library Methods Used: Task Analysis Error Analysis Be Your Customer Interviews Word Association
  7. 7. Affinity Diagram Behavioral Mapping Be Your Customer Camera Journal Card Sort Character Profiles Co-creation Cognitive Maps Character Profiles or Personas Collage Social Network Mapping Stakeholder Meeting Still Photos Guided Tour Extreme User Interviews Cross-Cultural Comparisons Storyboarding Quick & Dirty Prototyping Flow Analysis Draw the Experience Surveys & Questionnaires Predict Future Headlines 5 Whys? Error Analysis Time Lapse Video Paper Prototyping Fly on the Wall Expectation Map Try it Yourself Narration Foreign Correspondents Historical Analysis Shadowing Service Safaris What if...? Competitive Product Survey Word Association Task Analysis Interviews Charrettes People-Centered Research and Analysis Methods https://peopleinteract.wordpress.com/tag/method/
  8. 8. Identify gaps in library services Recommendations: Book a Librarian Single Service Point Model Roving Librarian
  9. 9. UX Study: What We Learned
  10. 10. ● Don’t get stuck on designing a plan ● Start then tweak ● Fail early and often ● Be flexible & adaptable ● Ask for help & guidance ● Identify risks & problem areas early ● Qualitative & quantitative combo Tips, Tricks, and Lessons Learned
  11. 11. ● Be SMART ● KISS ● Consider & reconsider online tools ● More strategic with record keeping ● Lots of walking & talking charrettes ● Analyze the UX process ● Open communication Tips, Tricks, and Lessons Learned
  12. 12. UX Service: What We Did
  13. 13. Book a Librarian (BAL) Development to Implementation 1 Year Initial Brainstorming July/August 2008 Proposal Pitch to Director October 2008 BAL Soft Launch September 2009 BAL Team Committee Formed October 2008 Patron focused Staff focused People-Centered Methods Project Management UX Approach (Design Thinking)
  14. 14. Design What’s the project purpose, scope, and plan? ● Purpose and scope - design a personalized reference service model ● Information gathering - looked at other BAL models ● Sent an email to director with proposal (project sponsor) ● Project plan was a PowerPoint presentation ● Informal risk assessment to address executive board questions and potential issues
  15. 15. Develop What are the tasks, milestones, and priorities of the project? ● Patron process ● Staff process ● Web presence ● Marketing ● Record keeping ● Team: divide & conquer working groups
  16. 16. Affinity Diagram Behavioral Mapping Be Your Customer Camera Journal Card Sort Character Profiles Co-creation Cognitive Maps Character Profiles or Personas Collage Social Network Mapping Stakeholder Meeting Still Photos Guided Tour Extreme User Interviews Cross-Cultural Comparisons Storyboarding Quick & Dirty Prototyping Flow Analysis Draw the Experience Surveys & Questionnaires Predict Future Headlines 5 Whys? Error Analysis Time Lapse Video Paper Prototyping Fly on the Wall Expectation Map Try it Yourself Narration Foreign Correspondents Historical Analysis Shadowing Service Safaris What if...? Competitive Product Survey Word Association Task Analysis Interviews Charrettes People-Centered Research and Analysis Methods https://peopleinteract.wordpress.com/tag/method/
  17. 17. Analyze How is the project going? ● Soft launch ● Market at branch level ● Different ways of marketing ● How is the process working? ● How is the service working?
  18. 18. Evaluate Did you successfully complete the project? ● Google Analytics ● Outcome based evaluations ● Patron & staff surveys ● When is a project finished? When can you as project manager end the project? Project Program/Service
  19. 19. UX Service: What We Learned
  20. 20. ● Design under assumption of no funding ● Sustainability & maintainability ● Better process for record keeping ● Project closure ● Holding team members accountable ● Backward/reverse planningTips, Tricks, and Lessons Learned
  21. 21. ● Describe work in # of hours ● Work in beta ● Soft launch ● Sell idea to staff ● Have a sponsor ● Avoid scope creep ● Prioritize - MoSCoW method Tips, Tricks, and Lessons Learned
  22. 22. Tools & Resources
  23. 23. Tools and Resources (formerly wetpaint)
  24. 24. Design Thinking, User Experience, and Project Management 1. This is Service Design Thinking by Marc Stickdorn and Jakob Schneider 2. The Ten Faces of Innovation: IDEO's Strategies for Defeating the Devil's Advocate and Driving Creativity Throughout Your Organization by Tom Kelley and Jonathan Littman 3. The Design of Everyday Things by Donald Norman 4. A Project Manager's Book of Forms by Cynthia Stackpole Snyder 5. Project Management for the Unofficial Project Manager by Kogon, Blakemore & Wood 6. DK Essential Managers: Project Management by Peter Hobbs
  25. 25. People Interact Consultancy ~It’s about people. We work with libraries and nonprofits to implement creative solutions to effectively improve individual and organizational performance. Our objective is to enhance organizational effectiveness by focusing on the human element. Our services include impact-based evaluation, unconferences for organizational development, and leadership and career development. http://bit.ly/peopleinteract Presentation slides and resources: http://peopleinteract.wordpress.com/blog Email us: peopleinteractconsulting@gmail.com

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