Jobs to be Done and New Feature Planning

Core to improving the library user experience is identifying need and introducing new and useful services, features, and content, but the risk of failure sometimes trumps our willingness to try anything out of the ordinary. What a shame, right? n this workshop, Michael Schofield — a developer, librarian, and chief #libuxer — will introduce you to methods and models for identifying the tasks patrons want to perform (or, their “jobs to be done”), and whether providing a new service or feature won’t actually have a negative impact on the overall library user experience.

Transcript

1. Jobs to be Done and New Feature Planning Michael Schofield | LibUX
3. http:/ /www.ux-lady.com/introduction-to-user-personas/
4. http:/ /www.ux-lady.com/introduction-to-user-personas/ Personas are useful when users can be cleanly divided into different types of users with different needs.
5. http:/ /www.ux-lady.com/introduction-to-user-personas/ Personas are useful when users can be cleanly divided into different types of users with different needs. But honestly when was the last time breaking out “library services for ______” created less confusion?
6. Some services are better defined by the job they do than the customers they serve.
8. The job is the distinction here. Not you. You haven’t changed.
9. THE USER STORY As a 
 I want to so I can 

10. THE USER STORY As a 
 I want to so I can 
 YOUNG DAD
11. THE USER STORY As a 
 I want to so I can 
 YOUNG DAD SEE UPCOMING EVENTS
12. THE USER STORY As a 
 I want to so I can 
 YOUNG DAD SEE UPCOMING EVENTS ENTERTAIN AND EDUCATE THE KIDDO
13. THE USER STORY As a 
 I want to so I can 
 YOUNG DAD SEE UPCOMING EVENTS ENTERTAIN AND EDUCATE THE KIDDO
14. THE USER STORY As a 
 I want to so I can 
 YOUNG DAD SEE UPCOMING EVENTS ENTERTAIN AND EDUCATE THE KIDDO
15. THE JOB STORY When 
 I want to so I can 

16. THE JOB STORY When 
 I want to so I can 
 I am planning my trip to the library
17. THE JOB STORY When 
 I want to so I can 
 I am planning my trip to the library see upcoming events, exhibits, and programs
18. THE JOB STORY When 
 I want to so I can 
 I am planning my trip to the library see upcoming events, exhibits, and programs prepare and time my trip properly
19. insideintercom.io
20. The services libraries provide are means to an end.
21. The services libraries provide are replaceable.
22. insideintercom.io
23. insideintercom.io
24. jtbd.info
28. ux
29. ux
32. Kano substantiated in a 900-person study that customers responded to features in five different ways. These, as our model takes shape, can be largely represented as curves across the quadrants we see emerge from behind the axes. Emotional response types
39. Kano created a reliable and really quite straightforward method for measuring users’ reactions to the presence of a feature. There is some amount of footwork involved for library staff tasked with performing administering the survey, but the ease of the methodology makes this model is a real convenience. Measuring responses
40. How would you feel if this feature were present?
41. How would you feel if it weren’t?
42. How would you feel if it weren’t?
43. How would you feel if it weren’t?
44. How would you feel if it weren’t? I like it
45. How would you feel if it weren’t? I like it I expect it
46. How would you feel if it weren’t? I like it I expect it I am neutral
47. How would you feel if it weren’t? I like it I expect it I am neutral I can tolerate it
48. How would you feel if it weren’t? I like it I expect it I am neutral I can tolerate it I dislike it
55. Thank you Michael Schofield | LibUX