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Transforming Organizational Culture Using UX Strategies


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Many libraries hope to reimagine and transform their organizational cultures as well as their physical and digital spaces to better represent their expertise, collections, and resources, and to meet the evolving needs of their user communities. Some libraries use assessment and user experience methodologies to "prove" their value and to demonstrate student success. In this 60-minute presentation, the presenters will discuss the importance of how establishing user-centered values for the library can be an impactful strategy coupled with empowering library staff to become UX advocates. They will present methods, team structures, and approaches used within their libraries aimed at facilitating organizational and cultural change that puts the user at the center of service design, collaborative partnerships, and strategic and data-driven decisions.

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Transforming Organizational Culture Using UX Strategies

  1. 1. Transforming Organizational Culture using UX Strategies Rachel Vacek, University of Michigan Krista Godfrey, University of Waterloo December 11, 2019
  2. 2. Hello! That’s Krista Godfrey That’s Rachel Vacek
  3. 3. Understanding your organization
  4. 4. Organizational Cultures There are many different types of organizational cultures ● Communal ● Fragmented ● Networked ● Mercenary
  5. 5. What is User Experience? “User experience encompasses all aspects of the end-user's interaction with the company, its services, and its products.” - Don Norman and Jakob Nielsen, founders of NN/G User Experience “Honeycomb” by Peter Morville
  6. 6. UX in Libraries ● Physical vs. virtual ● Individual vs. team vs. department ● Centralized vs. distributed ● Administrative vs. non-administrative
  7. 7. Poll: How is UX work performed in your organization? A. Solo B. Team C. Department D. Library wide E. No work is being done
  8. 8. UX Maturity Levels “When an organization is well and truly steeped in UX, with total awareness of and buy-in on user-centered thinking, its staff enact those principles, whether they’re facing patrons or not. In short, UX thinking makes a person considerate.” - Coral Sheldon-Hess
  9. 9. Poll: What’s your library’s UX maturity level? A. Level 5 B. Level 4 C. Level 3 D. Level 2 E. Level 1
  10. 10. UX in your organization Mission, Vision, Values
  11. 11. Poll: How is UX work reflected in your organization? A. Stated in your library mission, vision, or values statement B. Stated in your library strategic plan C. Some of the above D. All of the above E. None of the above
  12. 12. Any questions so far?
  13. 13. Why do we care about organizational culture?
  14. 14. Culture drives what we do in the library
  15. 15. Transforming your spaces
  16. 16. Transforming your services
  17. 17. Transforming your decision making
  18. 18. Transforming your culture
  19. 19. Change management is key
  20. 20. The importance of buy in, or even better, join in
  21. 21. Do you need a champion to be successful? YES
  22. 22. YOU can successfully transform your organizational culture using UX strategies
  23. 23. Krista Godfrey Head, Digital Initiatives University of Waterloo @weelibrarian Rachel Vacek Head, Design & Discovery University of Michigan @vacekrae Contact us!
  24. 24. Questions?
  25. 25. Images