The User Experience (Part Two)

  
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This is the second part to a talk given June 3, 2015, called The User Experience (here’s part one!).

Show Notes and Snippets

When an organization is well and truly steeped in UX, with total awareness of and buy-in on user-centered thinking, its staff enact those principles, whether they’re facing patrons or not. In short, UX thinking makes a person considerate. Coral Sheldon-Hess

The customer journey begins with a user story: as a _____, I want to _____, so that _____.”

Increasingly, the journey often begins online and is punctuated by time and potential disenchantment before the patron even enters the building Michael Schofield

Libraries are approaching their mobile moment. Whether it’s true for you now, it will definitely be true for you later. … Navigation must flow. The content must be worth it. Everything must be fast. There is no place for bullshit. Michael Schofield

Where your patrons spend most of their time influences their basic expectations of the library. Being user-centric demands that we are aware and don’t scoff at the habits our users have. Convention matters.Michael Schofield

  • The most relevant trends libraries should watch are in e-commerce.

  • When people talk about the size of websites in bytes, think in terms of seconds

  • After 10 seconds, there is a missed opportunity. You will never know how many patrons you failed to reach, but the data suggests it’s a lot.