ENCOUNTERS, EXPERIENCES & MEETINGS Chance, situations that inspire, dramatic changes.
From Encounters to Experiences - Steven Bellstevenbell.info/pdfs/indianauslides.pdf · From...
Transcript of From Encounters to Experiences - Steven Bellstevenbell.info/pdfs/indianauslides.pdf · From...
From Encounters to ExperiencesFrom Encounters to ExperiencesUsing Design Thinking to Exceed User Using Design Thinking to Exceed User
ExpectationsExpectations
Indiana University Libraries Annual Librarians Day
May 30, 2008
Steven Bell – [email protected]
Associate University Librarian
Temple University
The Age of User Experience
What Defines It?What Defines It?
• Make it simple
• Complexity/Confusion are deal breakers
• If you have to learn it – we have a problem
• Good design is critical
• Features get used if they provide a good user experience
Source: EWeek.com -http://www.eweek.com/article2/0,1895,1914495,00.asp
� Simple
� Satisfies instantgratification
� No unnecessary features
� Millennial seal of approval
� Complex
� Takes time to learn
� Many features
� Added value
� Better quality
� Personalized help
Google Experience vs. Library Experience
GOOGLE LIBRARY
Simplicity – Complexity Conundrum – how to resolve the tension between the two yet encourage quality research and education
Marginalizing Trends
*2005 OCLC Perceptions of Libraries and Information Resources report
http://www.oclc.org/reports/perceptionscollege.htm
“College students use search engines to begin an information search (89 percent). Two percent begin an information search on a library Web site. (Part 1.2)”
Internet
Library
Source: BusinessWeek IN Supplement June 11, 2007 http://www.businessweek.com/magazine/content/07_24/b4038405.htm
Only The Paranoid Survive
Andy Grove, Founder of Intel, wrote this book about surviving competition and change
Wrote about the “inflection curve”
We have no control over the “forces of change” but we can control our strategy
Library anecdote – “This is broken”
• See Seth Godin’s blog or his presentation at GEL2006
•Finding Time in the Penn State LibrariesThis video documents a search for Time Magazine via the Penn State Libraries web site. It was created by Ellysa Stern Cahoy for the 2007 CIC Libraries conference, as part of the presentation 'Interface = Instruction.'
What’s Broken At Your Library?
How might we design a better user How might we design a better user
experience at our libraries?experience at our libraries?
Identify “what is broken”
http://www.ballarat.edu.au/aasp/is/library/research/conceptmap.shtml
What’s Broken - Activity
� This is a 2-4 minute activity
� Think about something at your library that you think is broken. Either something that doesn’t work or a solution that has no problem attached to it. Or a bad user experience.
� Just jot down a description of that on a sheet of paper
� Also – why do you think it is broken?
� Put that sheet aside for now
What They Have in CommonWhat They Have in Common
The Design Approach!
� empathic thinking
� identifying the problem before the solution
� brainstorming process
� prototyping process
� formative/summative evaluation
• Identify the problem before the solution• Understand the users• Work creatively to identify and develop the solution• Bottom Line – it’s how designers approach challenges
Key Points:
Design Thinking
� Approaching library problems the way designers approach design problems.
� “Librarianship by Design” draws mostly from instructional design for influence
� How is it different?
◦ Thoughtful process to create new services
◦ Integrates needs assessment and evaluation
◦ User-centered not technology-driven
Thinking Like A Designer
Stage 1Reflect, Analyze,
Diagnose & Describe
Stage 2Imagine &Visualize
Stage 3Model, Plan & Prototype
Stage 4Action &
Implementation
DT vs. ISD
� In what ways are design thinking and instructional systems design similar
� Compare ADDIE and the IDEO Method
BLAAM – Design Thinking
� Identify Learning Gaps
� Determine Learning Objectives
� Create Instructional Resources
� Implement Instructional Product
� Conduct Formative & Summative Outcomes Assessment
Technology ImplementationWiki Case Study
1. Identify problem – possible solutions2. Wiki identified as technology with potential3. Learn more about wikis4. Practice editing a wiki5. Obtain a wiki account for experimentation6. Show staff but allow time for acceptance7. Identify compassionate pioneer8. Allow pioneer to experiment and discover9. Develop strategy for implementation10. Incorporate staff training/learning11. Implement12. Evaluation
Designing A Better Experience: The Experience Economy
• Book about designing user experiences
• Moving from commodities to experiences
• Make it different and memorable
• It has to work
UX: What is it?
A Definition:
UX is the quality of experience a person has while interacting with aspecific design.
UX: The WOW Factor
• One school of thought
• UX as highly unique
• UX as unexpected
• UX as impressive
UX: The Totality of the Experience
• Not just one fragmented experience
• More than one WOW
• Must be designed into the larger library service operation
• Creates equal expectations throughout library
From Encounter to Experience
• Start with core values – design from there
• Focus on relationship design – build trust
• It’s more than customer service
• Must be useful and usable (simple/complex)
• Think about UX as the brand
• Design for local audiences
• Design for personal experiences
• Design for outcomes not features
• Design for success stories
• Design for user education
Design a Better Library User Experience
Next Steps
• Talk to the users
• Talk about the core values
• Talk about the design
• Talk about the “tolerance level”
Further Reading
“Academic librarianship by design is about more than confronting marginalization. It is about an approach to librarianship that is guided by creative thinking and contemplation about what we do and how we do it.”
“We anticipate that it is only a matter of time before design thinking appears in academic library job descriptions along with traditional qualities such as being dynamic, creative, innovation, and forward thinking. From our point of view, design thinkers represent all these qualities.”
Academic Librarianship by Design: A Blended Librarians Guide tothe Tools and Techniques. ALA Editions 2007.
Discussion/Questions
How might design thinking impact on you?
A story about a new product or service where design thinking could have helped?
Thoughts about good library user experiences
How could you create “sticky” messages about design thinking?NOTE: go to http://stevenbell.info/design.htm for a 5 minute video on DT