The University of Derby Library launched an internship program to better understand student needs. Michael Varela was selected as an intern to help with the Learner Journey Project, which aims to map student experiences and inform service improvements. Michael conducted literature reviews, developed interview questions, and interviewed students. He learned about library resources and data analysis skills. The internship enhanced his skills and helped the library gain insights from a student perspective to improve support.

1. Sensitivity: Internal
The never ending
journey: improving
student support
and understanding

2. Sensitivity: Internal
Your presenters
Jacqui DaCosta
Library Academic Services Manager
Michael Varela
UG student (Year 2) – BSc (Hons)
Electrical & Electronic Engineering

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Library Learner Journey Project 2018
Aim:
• To map the learner journey to better understand
the needs and preferences of students
• To inform and support changes to services to
ensure that the student experience matches needs
at key transition points
Focus:
• Induction / Transition
• Final Year
• Postgraduate Research Students

4. Sensitivity: Internal
On-Campus Internship Scheme (OCIS)
• Launched November 2017
• Provides ‘free’ intern for up to 120 hours
• Customer Service
• Research
• Projects / Events / Marketing
• Successful with 4 Library bids
• Michael employed in the Research
category
• Both new to this!

5. Sensitivity: Internal
My Contribution
• Conducted a literature review of ethnography methods either
used by different Universities or for specific projects that
would help shape methods to be used for info gathering
• Developed an annotated bibliography for each study that was
reviewed
• Presented findings via PowerPoint to library senior
management team
• Drew a final conclusion as to which methods would best suit
our project
• Developed interview questions with library management team

6. Sensitivity: Internal
What I did during the project
• Interviewed students ranging from undergraduate, to PhD
students at place of research, to online students in Egypt
• Conducted online interviews via Blackboard Collaborate
• Brought Excel skills which were developed from previous work
experience and studies
• Analysed data from interviews which led to the creation of
graphs, charts, and word clouds
• Conducted practice interviews with supervisor and a fellow
student intern
• To put students at ease, it was decided to adapt interviews
into a semi-structured format that focused more on
conversation

7. Sensitivity: Internal
What did I learn from librarians?
• How to use Library Plus (EDS) and search for specific topics
using the advanced search function which enhanced my
digital literacy skills
• I was taught what an annotated bibliography was and how to
properly write one in clear and precise detail
• How to use Blackboard Collaborate (web conferencing
software)
• How to create word clouds based on data from interviews that
would reflect the most common answers to specific questions

8. Sensitivity: Internal
What were the benefits of working on this
project?
• Helped shape the Library’s future enhancements
• Increased the understanding of the library staff
• Shortlisted for Intern of the Year
• Met the Senior Management Team and gained a better
understanding of their roles
• Enhanced my public speaking skills by presenting my findings
to the management team
• Promoted the University’s facilities and services to my fellow
students
• Had the opportunity to meet students from many different
countries and programmes of study

9. Sensitivity: Internal
Four interns and a placement student: what
else did we do?
• Touchstone tours
• User experience testing
• Reading Lists Online
• Citing and referencing
• Benchmarking on peer university libraries’ services to PGR
students
• Student poll on awareness of Enhance Your Learning
Toolkit
• Reviews of online support materials, the Library’s social
media, the accessibility of online resources

10. Sensitivity: Internal
What were the benefits of working with the
students?
• Recognising our misplaced assumptions
• User experience testing
• Increased our understanding of what really matters to the
students
• Getting out and talking (GOAT)
• Implementing the Derby co-creation philosophy
• Saving us time!
• Respect for the dedication of our students

11. Sensitivity: Internal Photo:

12. Sensitivity: Internal
Jacqui DaCosta
Library Academic Services
Manager
University of Derby
Email: j.dacosta@derby.ac.uk
Telephone: 01332 592028
Michael Varela
UG Student
University of Derby

13. Sensitivity: Internal
Some results from the research (if there’s
time)

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