Understanding and improving- The purpose of UX
The library have finally started working with UX. What does that mean you might
wonder? well UX stands for User Experience and is a collection of different methods and techniques based on trying to understand the users and discovering various obstacles that they encounter when they are in the library and make sure to improve their experience.
Some examples of different UX methods are:
User journey map, which consists of a map that describes the user’s journey from start to finish and where you can see what obstacles the user encounters and how to remove them.
Love/Breakup Letter is another example where you ask the user to write a letter to the Library and declare their love and what they like most about the Library. Or maybe the user wants to break up with the library and writes down why and how come it is not working.
Touchstone-Tours means asking the user to show how they use the library. You follow the user for an hour or two. That way you can get a better understanding of the user’s needs.
Wall of reflections/graffiti WALL- you set a withboard in the Library entrance where users can write down their thoughts, ideas and questions to the library. Like a wish Box. At the end of the day you take a photo of the board, write down the questions that have come up on the board and answers that the user has received from the library and hang it in a folder next to the board. Then you can erase the board and restart again the next day.
Guerilla testing– you goe out among people and asks quick questions. A simple method to perform where you can quickly get an overview of what the user needs/wants.
As I mentioned at the beginning, we at the library have started working according to the UX model and some methods that we have used are:
Writing diary-During a period of time we kept a diary when we worked in the information point. In this way we could see what kind of questions we got, how often we said NO and how often we we made exceptions. This method hans helped us to understand what exceptions our users has of our service.
Quality walks-means that you “put on someone else’s glasses” and pretend to be that person from a given question. For example, if I have a severe loss of vision, can I still use the library’s website? And so on.
Guerilla-testing– for not so long ago, we couldn´t decide on how a certain information should be written in Primo in order for the user to understand what we mean. so we went directly to the students and ask them. We had four different proposals and it was one of those who won superior.
So if you see us walk around in the library and ask questions, you know what we are doing and what method we are using.
Here you can read more about UX in the Library
Text: Tandis Talay