Libraries have jumped on the User Experience bandwagon of late, rethinking our tools and services with a new focus on patron needs. But we still see things differently than our patrons. Where we see discrete services supporting our larger mission, patrons only see a confusing website. Where we test the usability of a single tool or service, patrons interact with multiple tools and services during one transaction. Without a holistic view of the entire user experience, we spend our time solving the wrong problems. In this presentation, I will share our experiences at Grand Valley State University where we worked to break down “data silos” and improve our patrons’ overall experience. Included will be practical tips for conducting tests of all kinds, and strategies for getting reluctant (or overworked!) colleagues on board.
Available at: http://works.bepress.com/mreidsma/10/