December 8, 2016 presentation by Lisa Chow and Sandra Sajonas at Amigos Online Conference: Driving Library Change with User Experience Design

1. From UX Study to UX Service: Using
People-Centered Research Methods to
Improve the Public Library Experience
Lisa Chow | Sandra Sajonas
People Interact Consultancy
December 8, 2016
Driving Library Change with User Experience Design

2. People-Centered Methods
and Design Course
User Experience (UX)
Study of a Public Library’s
Self-Service Model
Book a Librarian (BAL)
Reference Service
People-Centered
Methods
Project Management
UX Approach
(Design Thinking)
Tips
Strategies
Challenges
Lessons Learned

3. UX Study: What We Did

4. People-Centered Methods
and Design Course, Spring
2008
User Experience (UX)
Study of a Public Library’s
Self-Service Model
Course Project: Use a
selection of principles and
practices from design thinking
and design research methods
to collaboratively develop and
complete a LIS-related
project.

5. Evaluate the
self-service
model
Methods Used:
Fly on the Wall
Flow Analysis
Quick & Dirty Prototyping
Behavioral Mapping

6. Analyze user
interactions in
the library
Methods Used:
Task Analysis
Error Analysis
Be Your Customer
Interviews
Word Association

7. Affinity Diagram Behavioral Mapping Be Your Customer Camera Journal
Card Sort Character Profiles Co-creation Cognitive Maps
Character Profiles or Personas Collage
Social Network
Mapping
Stakeholder Meeting
Still Photos Guided Tour
Extreme User
Interviews
Cross-Cultural
Comparisons
Storyboarding
Quick & Dirty
Prototyping
Flow Analysis Draw the Experience
Surveys & Questionnaires
Predict Future
Headlines
5 Whys? Error Analysis
Time Lapse Video Paper Prototyping Fly on the Wall Expectation Map
Try it Yourself Narration
Foreign
Correspondents
Historical Analysis
Shadowing Service Safaris What if...?
Competitive Product
Survey
Word Association Task Analysis Interviews Charrettes
People-Centered Research and Analysis Methods https://peopleinteract.wordpress.com/tag/method/

8. Identify gaps in
library services
Recommendations:
Book a Librarian
Single Service Point Model
Roving Librarian

9. UX Study: What We Learned

10. ● Don’t get stuck on designing a plan
● Start then tweak
● Fail early and often
● Be flexible & adaptable
● Ask for help & guidance
● Identify risks & problem areas early
● Qualitative & quantitative combo
Tips, Tricks, and
Lessons Learned

11. ● Be SMART
● KISS
● Consider & reconsider online tools
● More strategic with record keeping
● Lots of walking & talking charrettes
● Analyze the UX process
● Open communication
Tips, Tricks, and
Lessons Learned

12. UX Service: What We Did

13. Book a Librarian (BAL)
Development to Implementation
1 Year
Initial
Brainstorming
July/August
2008
Proposal Pitch
to Director
October 2008
BAL Soft
Launch
September
2009
BAL Team
Committee
Formed
October 2008
Patron
focused
Staff
focused
People-Centered Methods
Project Management
UX Approach (Design Thinking)

14. Design
What’s the project purpose,
scope, and plan?
● Purpose and scope -
design a personalized
reference service model
● Information gathering - looked
at other BAL models
● Sent an email to director with
proposal (project sponsor)
● Project plan was a PowerPoint
presentation
● Informal risk assessment to
address executive board
questions and potential issues

15. Develop
What are the tasks, milestones,
and priorities of the project?
● Patron process
● Staff process
● Web presence
● Marketing
● Record keeping
● Team: divide & conquer
working groups

16. Affinity Diagram Behavioral Mapping Be Your Customer Camera Journal
Card Sort Character Profiles Co-creation Cognitive Maps
Character Profiles or Personas Collage
Social Network
Mapping
Stakeholder Meeting
Still Photos Guided Tour
Extreme User
Interviews
Cross-Cultural
Comparisons
Storyboarding
Quick & Dirty
Prototyping
Flow Analysis Draw the Experience
Surveys & Questionnaires
Predict Future
Headlines
5 Whys? Error Analysis
Time Lapse Video Paper Prototyping Fly on the Wall Expectation Map
Try it Yourself Narration
Foreign
Correspondents
Historical Analysis
Shadowing Service Safaris What if...?
Competitive Product
Survey
Word Association Task Analysis Interviews Charrettes
People-Centered Research and Analysis Methods https://peopleinteract.wordpress.com/tag/method/

17. Analyze
How is the project going?
● Soft launch
● Market at branch level
● Different ways of marketing
● How is the process working?
● How is the service working?

18. Evaluate
Did you successfully
complete the project?
● Google Analytics
● Outcome based evaluations
● Patron & staff surveys
● When is a project finished?
When can you as project
manager end the project?
Project Program/Service

19. UX Service: What We Learned

20. ● Design under assumption of no funding
● Sustainability & maintainability
● Better process for record keeping
● Project closure
● Holding team members accountable
● Backward/reverse planningTips, Tricks, and
Lessons Learned

21. ● Describe work in # of hours
● Work in beta
● Soft launch
● Sell idea to staff
● Have a sponsor
● Avoid scope creep
● Prioritize - MoSCoW method
Tips, Tricks, and
Lessons Learned

22. Tools & Resources

23. Tools and Resources
(formerly wetpaint)

24. Design Thinking, User Experience, and Project Management
1. This is Service Design Thinking by Marc Stickdorn and Jakob Schneider
2. The Ten Faces of Innovation: IDEO's Strategies for Defeating the Devil's
Advocate and Driving Creativity Throughout Your Organization by Tom Kelley
and Jonathan Littman
3. The Design of Everyday Things by Donald Norman
4. A Project Manager's Book of Forms by Cynthia Stackpole Snyder
5. Project Management for the Unofficial Project Manager by Kogon, Blakemore
& Wood
6. DK Essential Managers: Project Management by Peter Hobbs

25. People Interact Consultancy
~It’s about people.
We work with libraries and nonprofits to implement creative solutions to effectively improve individual
and organizational performance. Our objective is to enhance organizational effectiveness by focusing
on the human element. Our services include impact-based evaluation, unconferences for
organizational development, and leadership and career development. http://bit.ly/peopleinteract
Presentation slides and resources:
http://peopleinteract.wordpress.com/blog
Email us: peopleinteractconsulting@gmail.com