Customer Service Group UK: Adapting library and learning environments to student behaviour 17.11.15

Adapting library and learning environments to student behaviour: student involvement

through user experience at University of the Arts London

Leo Appleton, Associate Director Tania Olsson, London College of Communication

Jayne Batch, Central Saint MartinsSandra Reed, Resources and Systems

Six Colleges, one service• Camberwell College of Arts• Central Saint Martins• Chelsea College of Arts• London College of Communication• London College of Fashion• Wimbledon College of Arts

Why user experience ?• UAL Library Services is committed to user engagement• Previous methods have included; ‘Tell us what you think’, LibQUAL,

NSS, PTES, PRES, FE Survey, feedback from course and programme boards, SU sabbatical officers• Focus on student behaviour and usage of space• Planning for new build projects

Partnership: LCC MoLib project

Partnership: CSM love your library campaign

UX partnership: involving students

• Employed students from in-house temp agency to work on the project•Offered a range of ways students could get involved•Offered incentives for involvement

Methodology• Mapping• Observing• Love letters• Touchstone tours• Focus groups• Reflective logs

Mapping

Observing

Publicity

Touchstone tours

Focus groups• Observer feedback: informed focus group themes• In depth and reflective theme driven discussion:

• Types of space • Silent or quiet / group / IT

• Layout of space• Environment

• heat / light / signposting• Proportions and amount of space• Behaviours in space• Staff support

Love letters

Reflective logs

The numbers• 32 Reflective logs• 34 Love Letters• 99 Touchstone tours• 108 Static observations • 534 Maps

Project outputs / outcomes• Inform student responsiveness policy, processes and initiatives• Recommendations for consideration when planning new library building projects• Methodology for future UX projects and activity• Student reflective journals• Cross-UAL and college-specific reports

• Responsive changes to current physical layout to library and learning spaces• Embedded culture of responsiveness through UX

Future planningEach college site has now been asked to think about:

• What are our students saying?• What changes can we make now?• What requires further planning?

LCC actions: way finding

LCC actions: Silent Zone

LCC actions

Next steps• Student involvement in new build visioning • Observation team involved in UX methods• Future plans for UX activity• Short-term recommendations implemented in all libraries• Long-term recommendations being discussed • All recommendations informing new build planning

Thank you for listening• Leo Appleton l.m.appleton@arts.ac.uk• Tania Olsson t.olsson@lcc.arts.ac.uk

Customer Service Group UK: Adapting library and learning environments to student behaviour 17.11.15

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