creating holistic user experiences for library services

CREATING HOLISTIC USER EXPERIENCES FOR LIBRARY SERVICES

Gayna Williams

SwashConsulting.com

[email protected]

Hosted by ALCTS, the Association for Library Collections & Technical Services 1

People Deserve Great Experiences

Swash Consulting

Swashconsulting.com

[email protected]


Audience Poll:

In your day-to-day work are you:

a. Mostly working directly with the public

b. Mostly working behind the scenes

c. 50/50 time with public and behind the scenes

d. Other


USER EXPERIENCE What is it?


Audience Question:

What comes to mind when I say

“Library User Experiences”? Type your answers in the question/comment box


Typical User Experiences

• Websites

• Software


http://www.spl.org/ http://ocpl.org/libloc/mesaverde

http://www.granvillelibrary.org http://www.norfolk.gov.uk/Leisure_and_culture/Libraries/index.htm


• Websites

• Software

• Devices


http://www.amazon.com/HTC-Vivid-Android-Phone-Black/dp/B0061QN41Y http://mikeshouts.com/amazon-unleashed-kindle-kindle-touch-and-kindle-fire/ http://www.slashgear.com/bn-nook-arrives-in-walmart-from-oct-24-21109512/


• Websites

• Software

• Devices

• Check out systems

• Check in systems

• Conference room booking systems


http://librarycurtsinger.blogspot.com/2010_09_01_archive.html http://today.slac.stanford.edu/a/2006/12-01.htm

http://silviakspiva.edublogs.org/2013/09/23/i-was-fed-at-the-library/

Expanding the definition of Experience

• Entrance

• Signage

• Open times

• Hardware

• Seating

• Books

• Information desk

• Kids area

• Conference rooms

• Small rooms

• Check out books

• Check in books

• Vending machines


Image references in appendix

Library Experience - Public

People • Kids • Adults • Parents • Elderly • Non-native speakers • Toddlers • Schools • Communities • Teachers • Recent immigrants • College students


People



Tools • Books • Signage • Computers • Software systems • Keyboards/mice • Ebooks • Note books • Pens • Returns • Scanners • Library cards • Vending machines

People

Tools



People

Environments • Counters • Shelves • Chairs • Tables • Desks • Restrooms • Lighting • Windows • Heating • Buildings • Parking • Buses

Tools Environments

Expanding definition even more

• Behind the scenes • Collection management

services • Cataloging Systems • Electronic resources • Data base systems • Online learning department • IT department • Web Development/Support • Archival & preservation of

rare and historical materials • Community outreach • HR


Image references in appendix

Library Experience - Organization

People • Librarians • Information specialists • Reference desk • Circulation desk and management • Acquisitions management • Data base developers • System administrators • IT departments • Community outreach • Media management • Strategic planning • Electronic resources librarian • Media services • Digital Initiatives • Processing archivist • Administrative librarian • HR specialist • Finance & accounting


People



Tools • Catalog systems

• Content management systems

• Bar codes

• Licensing management tools

• Custom software

• Video cameras

• Training

• Computers

• Keyboards/mice

• Digitizers

• Note books

• Pens

• Returns

• Scanners

People

Tools



Environments • Offices

• Desks

• Buildings

• Chairs

• Tables

• Counters

• Shelves

• Lighting

• Windows

• Heating

People

Tools Environments

Great Experiences

• Great Experiences come from getting both the public and organization experiences right.


Super important to pay attention to both. Some design agencies are very good at public experiences but don’t give appropriate attention to behind the scenes experiences.

Tools

People

Environments

Public Experiences

Tools

People

Environments

Organization Experiences

THE PEOPLE EXPERIENCE CYCLE


Most important action item!

My request to you:

• In the next month take 2 hours to observe how the people you serve get their tasks done.


3 Steps to Experience Design

•Step 1: Get the Holistic Perspective

•Step 2: Identify Personas & Scenarios

•Step 3: Design Experiences for People


Step 1: Get the Holistic Perspective

• Experience Maps

• Contextual Inquiry – Say vs Do!


Experience Maps

• Why? • Provides a holistic perspective

• Think broadly not focused on individual components

• How? • Pick an experience to map

• Identify touch points

• Sketch what you know (or think you know!)

• Leverage & explore data you have

• Research what you don’t know or are unsure of

• Observe!


Holistic experiences are Messy


http://interactiondesign.sva.edu/archive/view/visiting_ux_week_2012 http://johnnyholland.org/2011/10/storyboarding-ux-part-1-an-introduction/

Sketch what you know

Example • “Preparing to get my high-

schooler into college”

1. Pick a ‘parent’

• Variables - demographics

2. Consider • Touch points • Tools & Environments • Possible paths

3. Write what you know on post-it notes and arrange flows

4. Capture special cases but don’t dwell on them

5. Highlight what you know and need to review

6. Flag what you need to learn more about

7. Repeat for a couple of parent demographic variables


Bringing order to chaos


http://en.wikipedia.org/wiki/Tube_map/

Bringing order to chaos


Preparing to get my high-schooler into college TASKS

TOUCHPOINT(S)

Task time line


Preparing to get my high-schooler into college TASKS

TOUCHPOINT(S)

Opportunities


Opportunities

Organization Experience

Public Experience

Experience map example


http://www.ux-lady.com/ http://40.media.tumblr.com/tumblr_lz8ov1zRTb1qmf2lgo1_r1_1280.png

Contextual Inquiry – Say vs Do

• Why? • See what people actually do and why

they do it • Understand values and latent needs

• How? • Meet the participant in their

environment • Conduct a brief basic interview • Request participant to complete tasks

as they would if you weren’t there • Tasks can be in real time or as a

retrospective • Observe and take notes • Ask clarifying questions while

participants are doing their own tasks


http://husk.eecs.berkeley.edu/courses/cs160-sp14/index.php/Contextual_Inquiry-Group:Bearly_a_Group

Step 2: Personas & Scenarios

• Persona Creation

• Scenario Creation

• Validate & edit & revisit Experience map

• Share & Use


Persona Creation

• Why?

• Creates familiarity with target audience

• Everybody contributing to the experience should have a shared understanding of audience

• How?

• Leverage experience map research

• Leverage available research

• Meet real people and use the contextual inquiry technique

• Include

• Photo (a real person is better than marketing image)

• Name and tag line

• Quote

• Goals

• Key Facts/Characteristics

• Concerns/Frustrations

• Story/Background


http://www.jamienewbury.co.uk/

Scenario creation

• Why? • Simple stories that provide context on

why a person is in the story • Provide goals & tasks to guide your

creation & development process

• How? • Leverage experience map • Leverage personas • Consider potential

• Include • Who is the person(s) (persona) • Why is the person in the story

(motivation) • What goals does this person have

(purpose)


Scenario Example: Anna-Marie has started to worry about what she needs to do to get her daughter into a college. As she did not go to college this whole experience is daunting for her. Franca has a 3.6 GPA and is a diligent student, but always does things at the last minute. Anna-Marie knows she needs to find out which colleges offer scholarships and which scholarships might be appropriate. They will also apply for financial aid. Anna-Marie wants to help Franca start the process.

Validate & edit

• Why? • Make sure what you have

created with feels real and not a monster

• How? • Check against the

experience map

• Review key original sources

• Continue to talk with persona types to validate key points


http://upload.wikimedia.org/wikipedia/commons/a/a7/Frankenstein's_monster_(Boris_Karloff).jpg

Share & Use

• Why? • To keep everyone on the

same page as to who the user is as development is happening

• How? • Create materials to remind

team of the personas • Posters & flyers • Quick reference cards • Life-size cut-outs • Emails to the organization

from persona email address

• Refer to personas in team meetings


http://blog.visma.com/wp-content/uploads/2012/11/Life-Size-personas-o-Ivar1.jpeg https://blog.kissmetrics.com/wp-content/uploads/2012/01/yell-business-personas.jpg

Step 3: Designing Experiences

• Prototype & create

• Build & iterate

• Release & tweak

• Evaluate & learn & revisit experience map


Prototype & create

• Why? • Cheap to create • Quick to evaluate design direction

• How? • Sufficient information in the

paper prototype • You are evaluating whether the

user can do ‘X’ • Task list

• You want to learn more about what scholarships might be available in-state for …

• What would you do next?

• Tools • Paper, scissors, sharpies • Post-it notes • Paint (Windows accessories)


http://cosent.nl/en/blog/agile-design-paper-prototyping/image

Build & Iterate

• Why? • Insures design and engineering

stay on track regards delivering the experience to personas

• Opportunity to course correct the design if problems occur

• How? • You don’t need formal testing • Prepare a task list based on the

scenarios • Ask a participant to Think Aloud

as they complete tasks • Observe and ask clarifying

questions

• Tools • Paper and pencil • Video camera – useful to share

the experience


http://www.cws-i.com/usability-testing.htm http://libraryconnectarchive.elsevier.com/lcp/0502/lcp050212.html

Release & Tweak

• Why? • Last minute changes can

influence experience for better or worse

• Unforeseen interactions

• How? • Beta testing & feedback • Quick release trial with small

group of people • Observation & inquiry

• Types of tweaks • Text updates • Training materials updates


Evaluate & learn

• Surveys

• Usability test your surveys!

• Have a target user read the survey aloud and answer questions verbally – update survey!

• Analyze open ended questions

• Focus Groups

• Caution: Say vs. Do!

• Observation & interviews

• Always be observing!


http://www.onlinesurveysaustralia.com.au/wp-content/themes/revolution_realestate_tan-30/images/paid-survey-form.jpg http://robrady.com/capabilities/focus-group-testing

Action items

• Get ‘messy’ to get a holistic approach of experience.

• Get everyone on the same page about the who the people are in the experience you’re creating.

• Iterate your ideas quickly with real people to learn and understand what works and doesn’t work.

And…

• In the next month take 2 hours to observe how the people you serve get their tasks done.


RESOURCES FOR LEARNING MORE ABOUT PEOPLE EXPERIENCE DESIGN


Resources

• Experience Maps

Free document download: http://mappingexperiences.com/ Presentation: http://www.slideshare.net/AdaptivePath/mapping-experiences-and-orchestrating-touchpoints-chris-risdon-patrick-quattlebaum-ux-week-2012

• Contextual Inquiry

Best book on topic: http://incontextdesign.com/books/rapid-contextual-design/

Great article on how CI is different from regular interviews and focus groups: http://www.uxmatters.com/mt/archives/2012/06/why-are-contextual-inquiries-so-difficult.php

Example project specifically for libraries: http://husk.eecs.berkeley.edu/courses/cs160-sp14/index.php/Contextual_Inquiry-Group:Bearly_a_Group

• Personas

Comprehensive book: http://www.amazon.com/The-Essential-Persona-Lifecycle-Building/dp/0123814189

Set of Library Personas: http://ecommons.cornell.edu/bitstream/1813/8302/2/cul_personas_final2.pdf

• Scenarios

Overview of creating scenarios and practical advice: http://www.uxforthemasses.com/scenario-mapping/

• Paper Prototyping

Article includes links to video examples of paper prototypes: http://speckyboy.com/2010/06/24/10-effective-video-examples-of-paper-prototyping/

• Usability Testing

How many participants? Great practical article: http://www.nngroup.com/articles/how-many-test-users/

Designing tasks for usability testing: http://www.nngroup.com/articles/task-scenarios-usability-testing/

• General sites

Very helpful introductory site : http://www.usability.gov/

• Library User Experiences

First edition of library user experiences online journal : http://weaveux.org/

• Online courses

Don Norman – UX Guru

https://www.udacity.com/course/design101 (free 14 day trial)

Chris Nodder – Exceptionally practical and informative:

http://www.lynda.com/Chris-Nodder/1401548-

1.html?sort=title_asc ($25/mth)


http://mappingexperiences.com/

http://mappingexperiences.com/

http://www.slideshare.net/AdaptivePath/mapping-experiences-and-orchestrating-touchpoints-chris-risdon-patrick-quattlebaum-ux-week-2012
























http://incontextdesign.com/books/rapid-contextual-design/







http://www.uxmatters.com/mt/archives/2012/06/why-are-contextual-inquiries-so-difficult.php



















http://www.amazon.com/The-Essential-Persona-Lifecycle-Building/dp/0123814189









http://ecommons.cornell.edu/bitstream/1813/8302/2/cul_personas_final2.pdf

http://ecommons.cornell.edu/bitstream/1813/8302/2/cul_personas_final2.pdf

http://www.uxforthemasses.com/scenario-mapping/



http://speckyboy.com/2010/06/24/10-effective-video-examples-of-paper-prototyping/













http://www.nngroup.com/articles/how-many-test-users/







http://www.nngroup.com/articles/task-scenarios-usability-testing/







http://www.usability.gov/

http://weaveux.org/

https://www.udacity.com/course/design101

https://www.udacity.com/course/design101

http://www.lynda.com/Chris-Nodder/1401548-1.html?sort=title_asc





THANK YOU! Gayna Williams

[email protected]

Swashconsulting.com


Image references

• Slide 9 http://www.glenbrook225.org/gbn/Academics/Library

http://webspace.ship.edu/cgboer/shippublib.html

http://www.asagroup.org/products/library_desks

http://www.lib.umd.edu/binaries/content/gallery/public/epsl/about-us/1circulationdesk.jpg

http://www.slv.vic.gov.au/services/join-library

http://lostoncampus.com.au/39955

http://www.panoramio.com/photo/77124685 http://www.swissarmylibrarian.net/2011/01/25/who-empties-your-bookbox/

• Slide 13 http://www.library.illinois.edu/learn/intro/tours/behindthescenes/preservation.html

http://www.library.illinois.edu/learn/intro/tours/behindthescenes/services.html

http://www.library.illinois.edu/learn/intro/tours/behindthescenes/technicalServices.html

http://www.library.illinois.edu/learn/intro/tours/behindthescenes/researchTech.html http://www.freefoto.com/preview/04-04-19/At-work-in-the-Office


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creating holistic user experiences for library services

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