Every patron’s overall experience will be formed by each touchpoint used at the library–each interaction enhances or detracts from the experience. Each time users are confused, a bit of goodwill is depleted and the user’s experience sours. Conversely, each time they find what they need or easily accomplish a task, the reservoir is filled.
It takes practice to get the hang of thinking and talking about user experience. Here are some tools that will help you develop these skills and offer some insights about your library at the same time.