Engaging medical library users through innovative user experience (UX) techniques
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1 CAMBRIDGE UNIVERSITY LIBRARY MEDICAL LIBRARY Engaging medical library users through innovative user experience (UX) techniques Jo Milton Collection Development Manager, Cambridge University Library
2 Objectives What is User Experience? Medical Library case study Outcomes Where next?
3 What is User experience (UX)? UX is now enjoying a broader definition which encompasses user experience of spaces and services too. UX in Libraries weaves together usability, and space and service design techniques under one umbrella. Andy Priestner (@andytraining) Information and Library Services Manager, Judge Business School, University of Cambridge, May 2015
4 The UX Journey UX in the Medical Library
5 UX in libraries Librarians and library services are extremely user focused We seek out user opinions through surveys, comments cards etc. WE think we know what is best for users BUT.. We want to grasp our users views, discover how they use library spaces and services and realise their vision
6 We don t always take the obvious path IImage by felixphs Flickr
7 It s not right
8 Our Customers
9 Medical Library 2015
10 Observation Library observations x 4 daily for 10 mins (Monday Friday) X 3 (Saturday) Reading room Group work area Reception area PC room Observing user behaviour: Number of people What activities they are engaged in What equipment they are using & is it library equipment or their own
11 Graffiti Walls and directed comment boards
12 Letter Interviews
13 Design Workshops
14 The Surprises, the Quick Wins, the Ridiculous Member of hospital staff feeling that the library is not the place for them and to get what I need and leave as quickly as possible. I only stay and work in the library if I have to. Stapler, phone chargers, desk lamps Visually appealing environment Improved Wi-Fi Mini fountain, Pizza vending machines Chaise lounge, Kettle, Ambient music
15 However There is no single ideal solution or space to fit all user requirements Main message is that spaces need to be flexible/multi-purpose
16 Our story =/= Your story Outcomes unique to our library, but generic, low-cost techniques applicable anywhere Better understanding of and engagement with library users, and of how they want their library to evolve Evidence to support redesign of library space
17 The UX Journey continues UX in the Medical Library
18 UX Techniques Cognitive Mapping Diary Studies
19 UX Techniques Touchstone Tours Heat Maps Image by Image attributed to Ned Potter -
20 Further Information Some Selected Readings Baker, L. Observation: a complex research method. Library Trends. Summer 2006 US(1): doi: /lib Bryant, J., Matthews, G. & Walton, G., Academic libraries and social and learning spaces a case study of Loughborough University Library, UK, Journal of Librarianship and Information Science. March : 7-18, doi: / Priestner, Andy., Borg, Matt. User experience in libraries: applying ethnography and user centred design. Routledge Weave Journal of Library User Experience -
21 Further Information Blogs, Websites & Twitter Asher, Andrew., Miller, Susan. So you want to do anthropology in your library? Or A Practical Guide to Ethnographic Research in Academic Libraries. Toolkit pdf Donna is an anthropologist and very active blogger/tweeter. Donna has been working with academic libraries since 2009 and is an committed contributor to the UX conferences
22 Contact infomation Jo Milton -
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