Speakers: Callan Bignoli, Web Coordinator, MBLC; Lauren Stara, Library Building Specialist, MBLC
Callan is the web coordinator and very interested in UX. Ppt is here. http://guides.mblc.state.ma.us/elements-of-ux
Not just web. It’s what we do in everything. Do we have a smiling face when we walk into the door? Having that can make a big difference? It’s about creating touchpoints in our library to make them useful, usable and desirable. “Useful, Usable, Desirable” is a book by Aaron Schmidt they recommended for further reading.
UX is not a process or a specific series of actions. It’s a mindset, or a way of approaching an issue or project. It’s really about empathy and asking ourselves 3 questions:
They showed the Multnomah Library site in Portland. https://multcolib.org/ It has a good drop down menu and the search bar searches the web and the catalog.
They also showed the site of the Whistler Pubic Library in British Colombia. http://www.whistlerlibrary.ca/
They put in a new service model and it was a very transparent process. Staff didn’t like that patrons would be so close to them, but when libraries are on the floor, they are on the floor. They should be walking around.
4) Chat bots and Virtual Reality - CB are automated customer serivce bots that speak in a natural language. Could patrons message library chat bots in the future?
VR is using devices to add to the customer experience. Could head sets emerge?
We jumped into an activity. We had to partner with someone and “interview” them on how they got here today. We also had to draw the person. It was an interesting activity because we realized we learned a lot more from the interview process.
We all interpreted the question different. Some asked how did you get to where you are? Some asked how they physically got here.
Their advice is to walk in your library, and pretend you are from a foreign country and you don’t speak the language. How can we create services and spaces that are transparent to our users?
Interviews are fundamental to UX research. This is something that we will do as part of that process. They lead the conversation in ways that a survey won’t. Maybe our patrons have never used the library’s website? Maybe they have only used Google and Facebook? We need to embrace the beginner’s mind.
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