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#CILIPFutureSkills
Skills for the future academic library
Wednesday, 28 November 2018
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EMBEDDING
UX RESEARCH
AND DESIGN ___________________
Skills for the Future
Academic Library
28 November 2018
Andy Priestner
@andypriestner
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Former librarian:
academic and public
libraries. Consultant
and trainer in UX
working all over the
world.
Recent/current clients:
• University of
Wolverhampton
• Maastricht University -
The Netherlands
• Monash University -
Australia
• Library Association of
Singapore
• AUT - New Zealand
• University of Sheffield
• Libraries Tasmania –
Australia
• Francis Crick Medical
Institute
• Queensland Univ. of
Technology - Australia
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UX was solely
the preserve of
the software
industry and
meant little more
than usability,
that is, user
testing of
websites
But in HE today a
wider definition of
UX has now been
accepted
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Now UX is shorthand for User Experience Research & Design: a toolkit of
techniques for exploring and responding to the experience of our users
(whether they be students, researchers, academics, or staff).
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Question:
How many academic libraries are currently employing
and/or embedding a User Experience design process?
Answer:
A handful
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Question:
How many academic libraries are currently conducting
User Experience research?
Answer:
Heaps.
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Increasing recognition that we cannot just rely on quantitative
stats and surveys anymore and that we need to uncover a
richer and fuller picture of user experience
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And that…
There’s a difference
between what people
say they do and what
they actually do
And that we need to
conduct more
behavioural research
through various
observational and
mapping techniques
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• INTERVIEWS
• COGNITIVE MAPPING
• CARD SORTING
• LOVE/BREAK-UP LETTERS
• PHOTO STUDIES
• GRAFFITI WALLS
What people say they are doing, thinking
and feeling
• OBSERVATION
• BEHAVIOURAL MAPPING
• USER JOURNEY MAPPING
• USABILITY TESTING
• CONTEXTUAL ENQUIRY
• TOUCHSTONE TOURS
What people are really doing,
thinking and feeling
BEHAVIOURAL ATTITUDINAL
There’s even recognition of the need to balance different types
of UX research…
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Inevitably there’s some ‘UX theatre’ going on - people
freely employing the term but not actually using
accepted UX methods or talking to/observing their users(database suppliers as well as libraries)
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But mostly, there’s a whole lotta UX research going on,
however, there’s a problem with next steps…
We can work on this for the next 6 months
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• Conducting
(behavioural
and
attitudinal)
UX research
• Identifying
gaps,
problems and
opportunities
• Mapping and
theming
research
findings
• Analysing
research
findings
• Idea
generation
• Creating a pilot
or prototype to
test
• Gathering initial
feedback
• Further iteration,
refinement and
testing of
prototype
• Launch of
official
service/product
• More research
and iteration
• Looping back
to earlier
stages
THE UX RESEARCH & DESIGN PROCESS
Andy Priestner (adapted from ‘The UX design process’,
http://www.designingcollaboration.com)
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UX research data
is rarely:
• mapped or themed
• translated into
services and products
through idea
generation sessions
• engaged with
collaboratively
• displayed in a
dedicated design
space
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Successful idea generation:
• respectful, collaborative
and open
• no criticism of other’s ideas
• at first, focus on quantity
not quality
• build on the ideas of others
• embrace divergent thinking:
be open to be wild ideas…
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Successful piloting and
prototyping:
• tests ideas with users
• is cheap
• is quick (1 to 2 weeks)
• embraces failure: ‘fail fast,
fail cheap’
• modifies and iterates in
response to feedback
• tests again
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• turned into a massive project
• built behind-the-scenes for
months
• incredibly detailed and complex
• only shared with library staff
• only released to users once it is
completely finished
• never revisited or modified
regardless of user response to it
Mostly when there is a decision to create a new service,
room or product in response to UX data, it tends to be
yes, I am a
white elephant
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a prototype product that has
enough features gathered from
research to ensure its
deployment and use, ahead of
continued development
• able to test a product hypothesis
with minimal resources
• reduce investment of money
(engineering/meetings)
• gets the product to users as
soon as possible
• accelerates learning about the
solution they seek to solve -
allows you to ‘fail forwards’
• even though incomplete they
can be hugely successful and
generate considerable buy-in
• full product vision comes later
Minimum Viable Product (or MVP)…
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Pilots/prototypes @ Wolverhampton
Prototype
group room murals
based on student ideas
enclosed noisy common
room within group zone
improved colour-coded
book wayfinding
calm fiction reading zone
Materials/costs
acrylics and paint brushes for Art
students producing murals on walls of 2
group study rooms (£75)
repurposed furniture, kettle, feedback
wall (£20)
coloured card from staff office (£0)
Astro-turf, deckchairs, beanbags,
wrapping paper for walls, move existing
fiction collection in (£200)
UX research finding
students don’t feel
ownership of the
library space
too much noise in
group zone
students struggle to
find books
space needed for
calm reflection / an
underused fiction
collection
(minimum viable products created after just 4 days of research)
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‘UX is about testing
actionable insights not
gathering scientifically
significant proof’
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Barriers to User Experience Design
• Lack of knowledge of what UX Design actually means
• UX Design’s crucial agile component is almost entirely
at odds with the structure and approach of HEIs which
generally prefer:• long (endless?) projects
• to spend lots of money when making changes rather
than to experiment cheaply
• to refer everything to staff committees and hierarchies
(over-consultation blocks speed and innovation)
• Lack of idea generation process and focus on feasibility
rather than creativity
• Prioritising accuracy over agility: seeking to deliver
perfect services first time
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Barriers to User Experience Design
• Making UX just one or two people’s jobs rather than part
of everyone’s job (a ‘them and us’ culture is created)
• Sexy projects prioritised over getting the basics right
(UX Design starts with the basics)
• Requires acceptance of failure as part of the process
• Lack of bravery: research is fine, design is considered to
be dangerous
• Not actually interested enough in what our users are
doing or saying
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UX IN LIBRARIES 5: FROM RESEARCH TO DESIGN
Dates: 17-19 June 2019
Venue: Royal Holloway, University of London
Keynotes: Anneli Friberg (Sweden), Suzanne Chapman (USA)
Workshops, Team challenge, Good practice forums, Gala Dinner
http://uxlib.org
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EMBEDDING
UX RESEARCH
AND DESIGN ___________________
Skills for the Future
Academic Library
28 November 2018
Andy Priestner
@andypriestner
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#CILIPFutureSkills
Skills for the future academic library
Wednesday, 28 November 2018