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Wednesday, March 18 • 10:30am - 11:30am
Who are These People and Why are They in My Library? Using Empathy and UX to Understand your Library Patrons

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How often does your library make decisions about services offered without checking with library users first? Are library administrators or external agents making decisions on behalf of library patrons without understanding their needs? Are you puzzling over why some of your programs are poorly attended, or services under utilized? Do you sometimes feel like you are floundering in the dark, trying to make sense of patron behavior? Have you done usability testing, but need to go beyond that to learn even easier methods for assessing and improving library services? In this session we will discuss ways to know your users better through some powerful UX techniques like: creating user personas, diagramming user journey maps, conducting focus groups and surveys, field studies, and card sorting. This session, conducted by a librarian at a university and a UX professional from the private sector, will include hands on demonstrations and group work showcasing both qualitative and quantitative UX methods. Attendees will leave with ready models to put to work in their library.

avatar for Rich Harrison

Rich Harrison

User Experience Consultant, Horizontal (at U.S. Bank)
avatar for Jennifer DeJonghe

Jennifer DeJonghe

Professor and Librarian, Metropolitan State University

Wednesday March 18, 2020 10:30am - 11:30am CDT
Weyerhaeurser Boardroom