What if we do this COMPLETELY differently? Tips, tricks and strategies for bringing a UX perspective to what we do in libraries

Description

How can we make sure our activities and services are truly user-centred?

Members of the BC User Experience Interest Group (BC UXIG) will briefly share highlights and strategies from some recent projects, then lead this lively and active workshop where you'll stretch your imagination and build some UX-perspective muscles.

We’ll give most of the time to lively small-group discussions around challenging assumptions and our own “expert” perspectives to bring a more user-centred approach to what we do. Be prepared to dismantle some of your assumptions!

The BC UXIG is an informal grassroots collection of librarians that has been hosting events and workshops around UX for the past five years, including sessions on wayfinding and Google Analytics.

Author

Janis McKenzie, Tania Alekson, Joyce Wong, Michel Castagné

Conference Year

2019
Materials
Source Library
Presentation Topic
Presentation Format

Find A Way… To Engage Students! Student Outreach Events At Robertson Library, UPEI

Description

Let’s try it out – Robertson Library actively promotes the Library not only as a research and study environment, but also as a welcoming space for students to relax, engage, learn, and have fun! We offer various outreach events throughout the academic semesters – escape rooms; a stargazing evening; a PJ party; pop-up surprises and a stress free zone with games, crafts, and a photo-booth during the exam period; book, movie, and research talks in collaboration with various campus faculties and departments; Spooktacular tales; an Open Mic evening– to name a few. Discover which events were the most successful!
Learning Objectives:

  • Gain new ideas for library outreach events
  • Learn which outreach activities were successful and which were not
  • Recognize the benefits of collaborative relationships with campus faculties and departments

Author

Cindy McKenna

Author E-Mail

cmckenna@upei.ca

Conference Year

2019
Materials

Presentation File

Source Library

Patron Experience: More Than Customer Service

Author

Marigold Library System

Description

As our roles evolve, so must our approach to customer service. Examine how successful patron interactions can build patron loyalty and strengthen team confidence and job satisfaction. Learning Objectives: - Consider ways to strengthen the image your branch is presenting to the public - Understand how patron experience can build loyalty and improve team morale Presented by Mark Reinelt Mark Reinelt is the System Circulation Coordinator for the Okanagan Regional Library, responsible for training new team members and introducing them to the culture of the ORL. 30 years of frontline and customer service experience gives a strong background in forming a framework regarding Patron Experience.

Resource Type (defunct)

Video
Source Library

Patron Experience: More Than Customer Service

Author

Marigold Library System

Description

As our roles evolve, so must our approach to customer service. Examine how successful patron interactions can build patron loyalty and strengthen team confidence and job satisfaction. Learning Objectives: - Consider ways to strengthen the image your branch is presenting to the public - Understand how patron experience can build loyalty and improve team morale Presented by Mark Reinelt Mark Reinelt is the System Circulation Coordinator for the Okanagan Regional Library, responsible for training new team members and introducing them to the culture of the ORL. 30 years of frontline and customer service experience gives a strong background in forming a framework regarding Patron Experience.

Resource Type (defunct)

Video
Source Library

Service Journey Mapping - 2018 Bilbiography

Author

Christopher Koth

Description

Assessing and planning customer/patron 'service journeys', whether that involves steps to accessing a library card, or planning for a new holds-management system, requires work to identify what happens from the point of view of the customer, as well as what is commanded of the staff and back-end systems to make that all happen. This brief, annotated bibliography is the work of UBC MLIS practicum student Corinne Shortridge (May, 2018) who as part of her practicum was asked to provide a quick scan of the literature, with a goal of identifying how tools used in service journey 'mapping' and 'blueprinting' can help libraries. 
Borrowing from other sectors (retail, airlines) service mapping and blueprinting is a methodology that is practical, tangible, with value for libraries in aid of identifying key areas for service improvement from front-of-house, back-of-house and user points of view. 

Resource Type (defunct)

PDF

Cracking the Customer Experience at the Library

Description

Let us help you “stand up” for and improve the customer experience (CX) of the groups and individuals that your library serves! Learn how to evaluate the customer experience at your library through the lenses of your customers and staff. This hands-on session will cover design thinking techniques, customer journey mapping, and service blueprinting to devise an exceptional customer experience at your library.
Learning Objectives:

  • Understand the value of customer experience (CX) for libraries
  • Identify how to assess the CX through the lenses of your customers and staff
  • Explore tangible CX techniques to apply at your library

Author

Céline Gareau-Brennan and David Mucz

Conference Year

2018
Materials
Source Library
Presentation Topic

Putting the User in the Center: Design Thinking in Digital Literacy Services

Description

You’ve heard of UX and design thinking, but probably wondered how it related to technology work in libraries. This session combines theory, discussion, and illustrative hands-on activities that will bring that connection to life in a way that applies to public libraries of all sizes. We will provide a brief overview of user centered design and design thinking, framing these both as strategies to understand user needs and as a broader approach that integrates user experience planning into the design and continual improvement of library services. Come learn how design thinking and user centered service design practices are particularly information rich, low-cost approaches to engaging communities in everything from digital literacy instruction to the design of new digital services.

Author

Holly Arnason & Lydia Zvyagintseva
Conference

Conference Year

2017
Materials
Source Library
Presentation Topic

Service-Led Change: Intro to Service Design for Libraries

Description

Thu Apr 20 2017, 11:00am–12:15pm, Tuscany Room
 
SESSION DESCRIPTION
Generously Sponsored By: Vancouver Public Library
 
From common stumbling blocks experienced by library patrons to broader challenges facing libraries in the 21st century, this hands-on session provides a practical introduction to service design methodology that can be used to improve the quality of library services and prepare libraries for new services that might lie ahead.
 
Service design is an emerging discipline that combines user research, business strategy, and design practice to innovate the way services are traditionally conceived of and implemented. This methodology is based around interactions with users, touchpoints, service personnel, and stakeholders. It uses design thinking as an approach and follows a structured and organized process.
 
Drawing from our user experience and design expertise, we will highlight case studies of service design and user-centred design in practice with examples from the Vancouver Public Library and in other nontraditional design environments. We introduce participants to processes and strategies that can be used to identify or frame problems, test potential solutions, and implement evidence-based outcomes in their own libraries and communities.
 
Participants will be encouraged to bring their own experiences to the table as they engage in a collaborative design exercise that challenges them to apply these strategies to a real-life service problem in a library setting. Attendees will walk away from this session with a stronger understanding of how service-led approaches that put library users front and centre can powerfully impact the way libraries operate and adapt to change.
 
 
SPEAKERS
Mary B Castellanes, B.Des, Vancouver Public Library Biography: Mary Castellanes is a Web Graphics Designer at Vancouver Public Library with formal training in communication design, who has grown up with libraries very much a part of her life. She is interested in the open nature of web technologies, and the thoughtful application of design in our everyday lives. As a member of the Digital Services Web Team, Mary has been involved in the redesign of VPL.ca. The firsthand observations and feedback gathered from consultation and testing sessions with the public helped inform many of the visual design decisions for the new website.
 
Jessica Whu, MLIS, Vancouver Public Library Biography: Jessica Whu is a Web Librarian at Vancouver Public Library. Most recently, with her work on VPL’s website redesign project, she’s worked with staff across departments to assess and design web content that supports effective service delivery. Jessica loves how her work in information design, web development, and user experience intersect with her passion for people, communities, and user-centred services.

Author

Mary Castellanes & Jessica Whu

Conference Year

2017
Materials
Source Library