The last decade has been one of rapid change for libraries as we attempt to keep up with the ever-changing needs and demands of users. Making it even more daunting are the diverse service needs and expectations of students and faculty in various disciplines. In this climate of constant change, understanding user experience with new services and technologies is critical. According to ISO 9241-210,2010 standards, user experience is defined as “a person's perceptions and responses that result from the use or anticipated use of a product, system or service.” Within the context of libraries, user experience focuses on the user’s feelings while using library collections, discovery tools, or services, and it is influenced by the expectations and experiences of the user. Successful system and service design that meets user expectations depend on an organizational commitment to user-focused design, data-driven decision making, and communication. The 2010- 2013 Columbia University Libraries/Information Services (CUL/IS) Strategic Plan explicitly called for the Libraries work to be guided by user- focused design and data-driven decision making: “In the years ahead, the work of CUL/IS will be guided by [the following principles]: user-focused design, data-driven decision making, continuous assessment of results, and flexible and adaptive response to user needs.” As has been the case with our counterparts across the nation, we have made great strides in each of these areas included in the strategic plan to better understand our users’ experiences and expectations. This talk presents a sample of the types of user experience projects that we have completed in the last two years. Highlights include five projects, each utilizing a different method, that led to changes in the platforms used to deliver digital services and collections as well as changes in how we staff these services:
- Usability testing of Libraries discovery tool and website
- Exploiting Google Analytics data to improve Libraries discovery tool and website
- Interviews and focus groups to understand eBook usage and perceptions
- Observation studies to advance our understanding of user interactions with library environment and technology
This is part of the Designing for Digital Conference. Learn more at www.designingfordigital.com.
