I took some notes during the webcast – here they are:
Wow – over 90 people/sites logged in – that’s a large webcast!
Talking about the library’s bookdrop – “The bookdrop is hidden/not prominent at all – this is pretty much the state of this library. Everything was a mystery at first and it begins to make sense after about 1 hr.”
thought… what’s hidden or a mystery about your technology? Your website, your public PCs? What can you make clearer to your users? />
Described a catalog search and explained how difficult it was to use.
“library jargon had permeated the space”
digital is part of the experience – there’s also physical experience, interaction experience (both digital and physical interactions), etc.
Four components of the library experience:
They focused on 9 core personas 9 (ie., non-user, searcher, active learner, teen, etc… ) and worked through “Use Scenarios,” or user experience timelines, for each persona. It was sort of a “day in the life of a user.”
Then they looked at breakpoints (bad stuff that happened)
during each Use Scenario to find patterns… things like like disorientation, catalog confusion, jargon, next steps,
etc. Then they figured out solutions to those problems.
“An experience really starts when the scenario persona gets up in the morning and decides they want to read…”
Other interesting points/quotes:
- “The user’s journey does not end at finding material…”
- “the end of every customer journey should be the beginning of a new one…”
- classification scheme includes action oriented signage – one physical sign changed from Reference Desk to Ask a Librarian
- The sign also included “what I can do for you” types of snippets, like Find Information, Borrow Books, etc…
- Emphasized having consistent language in both the physical and the digital space
That’s all – hope you find it useful!