October 23, 2016

The User Experience

Usability and Desirability | The User Experience


Spend five minutes brainstorming—or looking around your library—and I’m sure you’ll be able to come up with a list of ten things that aren’t as easy as they could be. Common library pain points include the OPAC, computer access, printing, self-check interfaces, locating items, and wayfinding quirks. Ironing out these wrinkles is important because making our libraries easier for people to use improves their experiences.

Take Out the Books | The User Experience


The Inter-Faith Council (IFC) in Chapel Hill, NC, in fall 2015 opened the doors to its new residential men’s shelter, the Community House. Included in the new building was a room designated as the shelter’s library. Seemingly within minutes of its existence, generous book donations had filled the small space, but the residents didn’t use it. When Stephani Kilpatrick, residential director of IFC, asked if the Chapel Hill Public Library (CHPL) would help turn this space into something more useful, we jumped at the chance.

Asking the Right Questions | The User Experience


“Let’s ask people what they want from the library.” I’ve heard this said in a few meetings, and I’ve seen related questions in surveys from libraries. I’m not so sure that this is the most productive way to think about creating a user-centered library.

Data-Driven Design | The User Experience


My two most recent columns shared some background about a librarywide UX improvement project at North Carolina’s Chapel Hill Public Library (CHPL), as well as some actual projects on which we’re working. Now I want to spend some time on the role of data.

Watch and Learn | The User Experience


In my last column, I shared some background about a librarywide user experience (UX) project at the Chapel Hill Public Library (CHPL), NC. I focused there on communication, which, while not directly a UX topic, is essential to any ongoing, meaningful library UX work. Now I’d like to dig into some of the changes being explored.

Getting Everyone on Board | The User Experience


I’m working with the Chapel Hill Public Library (CHPL), NC, on a unique user experience (UX) project, and I’d like to share a bit about it over the next few columns. The project, quite expansive in scope, started in September 2015 and runs though April 2016. During this time, we’re working to improve many different aspects of the library. All touch points are on the table for discussion. Some of our first efforts have included high-level strategic planning: developing a new mission statement, organizational values, and a service philosophy. A small sampling of things we’re studying and improving includes holds shelf location, printing and computers, service delivery methods, collection size, bathrooms, furniture placement, teen services, the website, library lobbies, and telephone service.

Setting UX Priorities | The User Experience

Aaron Schmidt

In my last column (LJ 10/1/15), I did my best to convince you that improving library UX must be a librarywide endeavor—all parts of the library impact the user experience, so everyone needs to be on board. Here, I want to look at the topic from a slightly different angle: Where do you begin with library UX? There’s so much to think about when it comes to improving libraries!

UX Means You | The User Experience


At the end of our 2014 book, Useful, Usable, Desirable: Applying User Experience Design to Your Library, Amanda Etches and I left readers with what we consider to be an important and inspiring ­message: “Every decision we make affects how people experience the library. Let’s make sure we’re creating improvements.”

Positive Signs | The User Experience

Aaron Schmidt

Criticism is necessary when a library aims to evaluate and improve the experience it is providing its members. Before you can start making improvements, you have to know what needs to be improved. This, of course, is no excuse to be negative, mean, accusatory, or defeatist. Criticism can and should be done positively and with good intention. After all, more flies get caught with honey, right?

Less is Less | The User Experience


Spring is HERE! Let’s celebrate this season of rebirth and renewal by thinking about making some changes in the library. Every library is burdened with a sacred cow or two. Some have an entire farm full! Laws of entropy dictate that once a library program or service starts, there’s a fair chance it will continue, even if it becomes clear at some point that it is no longer serving the purpose it once did. Sacred cows and other ineffective programs use up the valuable resource of staff time. The cost of feeding and maintaining sacred cows oftentimes doesn’t return much benefit to the ­library.