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Championing the User Experience

LibUX
July 08, 2015

Championing the User Experience

We know how to talk about the user experience, we know its value - so how do we communicate that to our team? In this hour, presented July 8, 2015, I talk about defining user experience in terms that matter to stakeholders, how to appeal to business concerns, and align user goals with the bottom line.

LibUX

July 08, 2015
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Transcript

  1. Business that invest in a superior customer service • 14.4%

    more customers willing to purchase the product • 15.8% fewer customers willing to consider doing business with a competitor • 16.6% more customers likely to recommend their product or services Adobe.com/enterprise/pdfs/Forrester_Best_Prac_In_User_Exp.pdf
  2. Business LIBRARIES that invest in a superior customer service •

    14.4% more customers willing to purchase the product checkout the material • 15.8% fewer customers willing to consider doing business with a competitor • 16.6% more customers likely to recommend their product or services which matters when it’s time to write congress-people
  3. “An organization that’s doing a great job of UX thinking

    is visibly better than one that isn’t, and you see the differences not just in the seamless ease of its patron touchpoints or the usability of its website or its well- designed physical wayfinders, but in the way its staff treat one another. When an organization is well and truly steeped in UX, with total awareness of and buy-in on user- centered thinking, its staff enact those principles, whether they’re facing patrons or not..” – Coral Sheldon-Hess
  4. Users tell me all the time … First Rule of

    Usability? Don’t Listen to Users | “Self-reported claims are unreliable, as are user speculations about future behavior. Users do not know what they want. … Self-reported data is typically 3 steps removed from the truth.” I don’t think we should be so concerned with mobile … Sometimes it’s hard to know where even to begin. Anticipate these. Part of the reason we make decisions with data is to resist arbitrary top- down design preferences.
  5. Postive / Negative Question Pairs | Explain or demonstrate a

    feature – like the new Florida Ask a Librarian chat – then ask patrons how they would feel if 1) it was present, and 2) it wasn’t. 1. I like it 2. I expect it 3. I’m neutral 4. I can tolerate it 5. I dislike it
  6. As a _____________, I want to _______________________ so that __________________________.

    a young dad sign up for a library card I can check out books for the kiddo
  7. Touchpoints during Card Registration 1. Find out when the library

    is open on Saturday 2. Drive to the library and park 3. Make sure to pay enough for parking 4. Enter the library, approach the front desk, inquire 5. Fill out long paper form 6. Provide proof of residency and identification 7. Get Card
  8. Touchpoints during Card Registration 1. Find out when the library

    is open on Saturday 2. Drive to the library and park 3. Make sure to pay enough for parking 4. Enter the library, approach the front desk, inquire 5. Fill out long paper form 6. Provide proof of residency and identification 7. Get Card