Evaluating library space using innovative user experience (UX) techniques

Jo MiltonCollection Development Manager, Cambridge University Library

CAMBRIDGE UNIVERSITY LIBRARYMEDICAL LIBRARY

Objectives

What is User Experience?

Medical Library case study

Outcomes

Where next?

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

The UX Journey

UX in the Medical Library

https://futurelib.files.wordpress.com/2016/04/the-protolib-project-final-report.pdf

http://www.lib.cam.ac.uk/research/futurelib-innovation-programme

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

• As walk around our libraries and observe people working, it’s easy to fall back on assumptions about how they work and what their needs are

We don’t always take the obvious path

IImage by felixphs – Flickr https://www.flickr.com/photos/felixphs/4540596548/in/pool-

desire_paths/

It’s not right…

Our Customers

Medical Library 2015

Observation

Library observations x 4 daily for 10 mins (Monday – Friday)X 3 (Saturday)

Reading roomGroup work areaReception areaPC 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

Graffiti Walls and directed comment boards

Letter Interviews

Design Workshops

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

• Chaise lounge

• Kettle, Pizza vending machines

• Mini fountain,

• Ambient music

Themes

• Needs to be mix of spaces

• Quiet/enclosed spaces – scholarly space, Group work spaces, social spaces

• Need to be adjustable, portable furniture

• Proximity of resources

• More power points

• Improved Wi-Fi

• Visually appealing / stimulating

• 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

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

Calming and relaxing

Julian Street Library – Princton University

Stimulating

The UX Journey continues

UX in the Medical Library

Cognitive Mapping Diary Studies

UX Techniques

Touchstone Tours Heat Maps

https://flic.kr/p/pd7mzH

UX Techniques

Image by https://flic.kr/p/pd7mzH Image attributed to Ned Potter -www.ned-potter.com

Further Information – Some Selected Readings

• Baker, L. Observation: a complex research method. Library Trends. Summer 2006 US(1): 171-189. doi: 10.1353/lib.2006.0045

• 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 2009 41: 7-18, doi: 10.1177/0961000608099895

• Priestner, Andy., Borg, Matt. User experience in libraries: applying ethnography and user centred design. Routledge. 2016. 9781472451002

• Weave – Journal of Library User Experience - http://weaveux.org/

• https://futurelib.files.wordpress.com/2016/04/the-protolib-project-final-report.pdf

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. http://www.erialproject.org/wp-content/uploads/2011/03/Toolkit-3.22.11.pdf

• http://www.donnalanclos.com/- 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

• https://twitter.com/futurelib, https://twitter.com/DonnaLanclos,

• https://twitter.com/UXLibs, https://twitter.com/andytraining

• Jo Milton -

• jm908@medschl.cam.ac.uk

• http://library.medschl.cam.ac.uk/

• @cam_med_lib

• @PolarPrincess