From Encounters to Experiences - Steven Bellstevenbell.info/pdfs/indianauslides.pdf · From...
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From Encounters to ExperiencesFrom Encounters to ExperiencesUsing Design Thinking to Exceed User Using Design Thinking to Exceed User
Indiana University Libraries Annual Librarians Day
May 30, 2008
Steven Bell [email protected]
Associate University Librarian
Even Our Students Know
The Age of User Experience
What Defines It?What Defines It?
Make it simple
Complexity/Confusion are deal breakers
If you have to learn it we have a problem
Good design is critical
Features get used if they provide a good user experience
Source: EWeek.com -http://www.eweek.com/article2/0,1895,1914495,00.asp
No unnecessary features
Millennial seal of approval
Takes time to learn
Google Experience vs. Library Experience
Simplicity Complexity Conundrum how to resolve the tension between the two yet encourage quality research and education
What Do Libraries Offer? Fear of Complexity
*2005 OCLC Perceptions of Libraries and Information Resources report
College students use search engines to begin an information search (89 percent). Two percent begin an information search on a library Web site. (Part 1.2)
Source: BusinessWeek IN Supplement June 11, 2007 http://www.businessweek.com/magazine/content/07_24/b4038405.htm
Only The Paranoid Survive
Andy Grove, Founder of Intel, wrote this book about surviving competition and change
Wrote about the inflection curve
We have no control over the forces of change but we can control our strategy
Library anecdote This is broken
See Seth Godins blog or his presentation at GEL2006
Finding Time in the Penn State LibrariesThis video documents a search for Time Magazine via the Penn State Libraries web site. It was created by Ellysa Stern Cahoy for the 2007 CIC Libraries conference, as part of the presentation 'Interface = Instruction.'
Whats Broken At Your Library?
How might we design a better user How might we design a better user
experience at our libraries?experience at our libraries?
Identify what is broken
Whats Broken - Activity
This is a 2-4 minute activity
Think about something at your library that you think is broken. Either something that doesnt work or a solution that has no problem attached to it. Or a bad user experience.
Just jot down a description of that on a sheet of paper
Also why do you think it is broken?
Put that sheet aside for now
What comes to your mind when you hear the word
Do you think librarians are designers?
What is Design Anyway?What is Design Anyway?
What They Have in CommonWhat They Have in Common
The Design Approach!
identifying the problem before the solution
Identify the problem before the solution Understand the users Work creatively to identify and develop the solution Bottom Line its how designers approach challenges
Approaching library problems the way designers approach design problems.
Librarianship by Design draws mostly from instructional design for influence
How is it different?
Thoughtful process to create new services
Integrates needs assessment and evaluation
User-centered not technology-driven
Thinking Like A Designer
Stage 1Reflect, Analyze,
Diagnose & Describe
Stage 2Imagine &Visualize
Stage 3Model, Plan & Prototype
Stage 4Action &
DT vs. ISD
In what ways are design thinking and instructional systems design similar
Compare ADDIE and the IDEO Method
BLAAM Design Thinking
Identify Learning Gaps
Determine Learning Objectives
Create Instructional Resources
Implement Instructional Product
Conduct Formative & Summative Outcomes Assessment
Formative and summative evaluation
Technology ImplementationWiki Case Study
1. Identify problem possible solutions2. Wiki identified as technology with potential3. Learn more about wikis4. Practice editing a wiki5. Obtain a wiki account for experimentation6. Show staff but allow time for acceptance7. Identify compassionate pioneer8. Allow pioneer to experiment and discover9. Develop strategy for implementation10. Incorporate staff training/learning11. Implement12. Evaluation
Designing A Better Experience: The Experience Economy
Book about designing user experiences
Moving from commodities to experiences
Make it different and memorable
It has to work
UX: What is it?
UX is the quality of experience a person has while interacting with aspecific design.
He asks: So, what are the experiences we create
in libraries and our communities?
UX: The WOW Factor
One school of thought
UX as highly unique
UX as unexpected
UX as impressive
UX: The Totality of the Experience
Not just one fragmented experience
More than one WOW
Must be designed into the larger library service operation
Creates equal expectations throughout library
From Encounter to Experience
Start with core values design from there
Focus on relationship design build trust
Its more than customer service
Must be useful and usable (simple/complex)
Think about UX as the brand
Design for local audiences
Design for personal experiences
Design for outcomes not features
Design for success stories
Design for user education
Design a Better Library User Experience
Talk to the users
Talk about the core values
Talk about the design
Talk about the tolerance level
Add Your Voice To The Conversation
Academic librarianship by design is about more than confronting marginalization. It is about an approach to librarianship that is guided by creative thinking and contemplation about what we do and how we do it.
We anticipate that it is only a matter of time before design thinking appears in academic library job descriptions along with traditional qualities such as being dynamic, creative, innovation, and forward thinking. From our point of view, design thinkers represent all these qualities.
Academic Librarianship by Design: A Blended Librarians Guide tothe Tools and Techniques. ALA Editions 2007.
How might design thinking impact on you?
A story about a new product or service where design thinking could have helped?
Thoughts about good library user experiences
How could you create sticky messages about design thinking?NOTE: go to http://stevenbell.info/design.htm for a 5 minute video on DT