The document discusses user experience (UX) techniques to engage library users effectively, presented by Leo Appleton at the CILIP Annual Conference in June 2017. It outlines various methods for gathering feedback, such as observing user behavior, conducting focus groups, and using reflective logs, along with a detailed schedule for implementing these techniques. The emphasis is on enhancing student satisfaction and improving library space and services through responsive planning and analysis.

1. Exploring the user experience:
engaging library users through UX
techniques
Leo Appleton
Director of Library Services, Goldsmiths, University of London
@leoappleton
CILIPS Annual Conference, 5th June 2017

2. Library design and space planning – who
should be involved?
 The Concept
 Just-in-time retail inventory
 The Opportunity
 Reduced overhead costs
 Increased customer satisfaction
 The Potential

3. How do we engage students / users / customers?
Image credit: coolanthropology.com

4. Why user experience (UX) ?
 A different way of gathering
feedback
 Commitment to user engagement
 Focus on student behaviour and
usage of space
 Planning for new build projects
Image credit: CSM Library; Ana Escobar 2015

5. Method / Student engagement
 Mapping
 Observing
 Love letters
 Touchstone tours
 Focus groups
 Reflective logs
Image credits: LS UX Project: LCC; Leo Appleton, 2015

6. Schedule
Phase Activity Timeframe
Phase 1 Recruitment to observation team April 2015
Briefing and training of observation
team
April 28th 2015
Movement observations 29th April – 13th May 2015
Static observations 29th April – 13th May 2015
Touchstone tours 29th April – 13th May 2015
Phase 2 Focus groups May – June 2015
Phase 3 Reflective logs June – July 2015
Phase 4 Briefing analysis team July 2015
Analysis July – August 2015
Phase 5 Reporting and next steps October 2015

7. Mapping

8. Observations / Touchstone Tours
Image credit: Tania Olsson, LCC, 2015

9. Focus Groups
 Observer feedback: informed focus group themes
 In-depth and reflective theme-driven discussion:
 Types of space
Silent or quiet / group / IT
 Layout of space
Environmental: heat / light / signposting
 Proportions and amount of space
 Behaviours in space
 Staff support

10. Love Letters

11. Reflective logs

12. So what?
 Analysis and reporting
 Actions – feedback to students
https://spark.adobe.com/video/HkqN9yvE

13. Impact
 Quick fixes – responsiveness
 Long term planning
 Student satisfaction (closing the loop)
 Influence and lobbying
 Embedded methodology

14. Find out more
 User Experience in Libraries: applying ethnography and human-centred design,
editied by Andy Priestner & Matt Borg, 2016, Routledge
 Engaging students through User Experience at the University of the Arts, London /
Jayne Batch, Central Saint Martins, Leo Appleton, University of the Arts London,
Sandra Reed, University of the Arts London and Tania Olsson, London College of
Communication, SCONUL Focus, 67, 2016
https://www.sconul.ac.uk/sites/default/files/documents/14_20.pdf
 User Experience (UX) in Libraries: let’s get physical (and digital). Insights, 29(3),
2016 http://insights.uksg.org/articles/10.1629/uksg.317/

15. Questions and Answers
Thank you for listening
@leoappleton
l.appleton@gold.ac.uk