From Encounters to Experiences - Steven · 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

    Temple University

  • Even Our Students Know

  • OurOurEnvironmentEnvironment

  • 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: -,1895,1914495,00.asp

  • Simple

    Satisfies instantgratification

    No unnecessary features

    Millennial seal of approval


    Takes time to learn

    Many features

    Added value

    Better quality

    Personalized help

    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

  • Marginalizing Trends

    *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

  • 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

  • DesignDesignThinkingThinking

  • Word Association

    What comes to your mind when you hear the word


  • Question

    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!

    empathic thinking

    identifying the problem before the solution

    brainstorming process

    prototyping process

    formative/summative evaluation

  • Identify the problem before the solution Understand the users Work creatively to identify and develop the solution Bottom Line its how designers approach challenges

    Key Points:

  • Design Thinking

    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

  • Design Thinking

    Empathic Design

    Prototyping process

    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

  • UserUserExperienceExperience

  • 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?

    A Definition:

    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

  • Next Steps

    Talk to the users

    Talk about the core values

    Talk about the design

    Talk about the tolerance level

  • Add Your Voice To The Conversation

  • Further Reading

    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.

  • Discussion/Questions

    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 for a 5 minute video on DT