Customer Service, workshop - Day 3

This day was a practical day, where we talked about and tried the joy of UX. "User Experience or UX, as it is defined in the library context, is a suite of techniques based around first understanding and then improving the experiences people have when using the library services"

First we tried an evaluating tool called Love/Brake up Letter, where you write a letter to something that you either love or don't want to have anything to do with anymore. Some examples from the participants that was read aloud with a lot of smiles and laughter:

Love - The Book, The Trainers 😊
Break up - The Salary, A Papaya Tree, The Bus

Next on the agenda was Observations in the library room. The participants went out in the library looking for things that could be improved, took photos and the discussed what they do to to make it better for the users and the library staff.

A mix of things that could be improved, part of which can be explained by ongoing work.
Some easy to fix and some maybe a bit more complicated.

We also tried Cognitive Mapping, where you ask a user to draw a picture of what he/she e.g. like to do when coming to the library - no words just pictures. This could be used as a basis for a deep interview with the user for a deeper understanding of how the library really is used.

The final exercise was Guerilla Testing, where you ask users what they think about the library in general or a specific topic. The entire group went out and talked to the students that was in the library at the time and came back with many interesting thoughts and ideas.

Thank you all - participants, Democrito, Bruno, Horacio and the rest of the library staff at UEM for an amazing week. We hope you enjoyed it as much as we did.

Tove & Malin

The presentation from Day 3