This session was a great start to the 2008 OLA Super conference.
Understanding what users want out of your library’s services is probably one of the most important tasks one should be involved in when developing services or programs.
Terry Constantino, Melanie Rodney and Patricia Eastman do an excellent job presenting on this topic.
Terry, Principal and Information Architect for Usability Matters focuses primarily on the conceptual ‘Why we want to understand users?’ She states that we want to understand what users need in order to develop products and service that they will benefit from.
Melanie, Director of Research at Macadamian Usability outlines ‘How we go about understanding users’ in her section. She states that we can do this by engaging users, not by guessing what they need but through some quantifiable measures: Focus Groups, Surveys, ethnographic research (figuring out what users do, not what they say they do), usability walkthroughs and usability testing.
Patricia, Manager, User Experience Project at the Toronto Public Library ties these two discussions to a real life example from her experiences at TPL. She describes some examples of user collaborations that they have engaged in when developing the TPL website. She also describes some of the problems they have encountered through their experiences.
In reflection, it was a great session! The User Centered Design model they discussed will be beneficial to my own work at my library.