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Tackling wicked problems: A social policy planning framework for addressing library user experience

The presentation introduces the concept of wicked problems and their application to library user experience design. It defines wicked problems as having no clear definition or solution, with ongoing consequences. Ten key characteristics of wicked problems are outlined. The presentation then discusses approaches to resolving wicked problems, including authoritative, collaborative, and competitive methods. A case study of redesigning a library website is used to illustrate how it posed a wicked problem with conflicting stakeholder perspectives. The presentation concludes by arguing the wicked problems model can change how user experience practitioners approach defining success and solutions.

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Tackling Wicked Problems A Social Policy Planning Framework for Addressing Library User Experience Kimberly Vardeman Texas Tech University @kimberlibrarian Presenters: Joy Perrin Texas Tech University @jmpttu John Ricker Texas Woman’s University
Presentation outline □ Introduction to wicked problems □ 10 characteristics of wicked problems □ Super wicked problems □ Library case study □ Approaches to resolution □ Discussion 2
Library UX is a wicked problem 3
Type 1: Simple or "tame" problems Also known as “tame problems.” The simplest type of problems— everyone knows what is wrong and agrees on the solution. Type 2: Complex problems The problem solvers agree on what the problem is; however, they disagree on the solution. Type 3: Wicked problems There is no agreement on the problem or the solution. These problems involve higher-level conflict among the stakeholders. 4 Problem types Roberts (2002)
Wicked problems Rittel and Webber (1973) identified 10 characteristics of a wicked problem 5
6 There is no clear definition of the problem. 1.
7 There is no stopping rule to the problem. 2.
8 There is no conceivable end-point to the problem. 3.
9 There can always be a better solution , and the problem solver at some point simply says “That’s good enough.” 4.
10 Wicked problems have no right or wrong answers. There are myriad solutions that can only be scaled better or worse. 5.
11 Implementing any solution to the wicked problem immediately causes changes to the problem; therefore, there is no way to test a solution. 6.
12 Even if two wicked problems have a very long list of similarities, there will be at least one distinguishing property between the two. 7.
13 Every problem is a symptom of a larger problem or issue. 8.
14 Changing perspectives can change the problem and the approach to a solution for the problem. 9.
15 Wicked problems affect real people and have real consequences. 10.
Super wicked problems Levin, Cashore, Bernstein, & Auld (2012) 1. Time is running out. 2. The individuals who cause the problem also seek to provide the solution. 3. The central authority needed to address the problem is either weak or non-existent. 4. Responses discount the future irrationally. 16
Metadata standards Long, Thompson, Potvin, & Rivero (2017) 17 Developing a metadata standard for electronic theses and dissertations (ETDs) that satisfies all member institutions in the Texas Digital Library was a wicked problem .
18 Case study library website redesign Feedback on the redesign was ambiguous or contradictory. Changes regarded by some as problems were seen by others as improvements.
Resolution 1. Authoritative 19 Adapted from Roberts (2002)
20 Personal librarians disagreed about how to represent LibGuides on the webpage. Case study library website redesign
21 Some librarians didn’t want Google Scholar on the website. Others thought Google Sch0lar was more usable than the discovery tool and wanted it to be the only service on the home page. Case study library website redesign
Resolution 2. Collaborative 22 Adapted from Roberts (2002)
23 The web librarian chose a collaborative solution: using the official name of the colleges and dividing the largest college by subject areas. Case study library website redesign
24 The web librarian chose a collaborative solution: placing Google Scholar in a less prominent position than the discovery tool. Case study library website redesign
Resolution 3. Competitive 25 Adapted from Roberts (2002)
26 Case study library website redesign Design A Design B Design C We compared 3 designs in A/B tests—a competitive solution with a winner and losers.
Discussion 27 How can the concept reframe the case so that stakeholders can decide how to move forward?
Discussion 28 Identify the level of conflict and from where it arises. To determine resolution strategies, understand who holds the power to solve the problem.
Discussion 29 Focus on whether the issues are made better or worse instead of looking for the "correct" answer.
Discussion 30 Don't waste time deciding between two clumsy solutions .
Conclusion 31 The wicked problems model changes how UX practitioners define success or approach solutions .
□ Levin, K., Cashore, B., Bernstein, S., & Auld, G. (2012). Overcoming the tragedy of super wicked problems: Constraining our future selves to ameliorate global climate change. Policy Sciences, 45(2), 123-152. □ Long, K., Thompson, S., Potvin, S., & Rivero, M. (2017). The “wicked problem” of neutral description: Toward a documentation approach to metadata standards. Cataloging & Classification Quarterly, 55(3), 107-128. □ Rittel, H. W., & Webber, M. M. (1973). Dilemmas in a general theory of planning. Policy Sciences, 4(2), 155-169. □ Roberts, N. (2000). Wicked problems and network approaches to resolution. International Public Management Review, 1(1), 1-19. □ Verweij, M., et al. (2006). Clumsy solutions for a complex world: The case of climate change. Public Administration, 84(4), 817. □ Presentation template by SlidesCarnival. References 32
thanks! Any questions? 33 ? Kimberly Vardeman Texas Tech University @kimberlibrarian Joy Perrin Texas Tech University @jmpttu John Ricker Texas Woman’s University