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In addition to our keynote, plenary and workshop speakers we are delighted to announce our talented paper presenters, who were selected via a blind review process in February 2019. Find out who they are and what they will be presenting on below…
KITTE DAHRÉN (co-author: Ingela Wahlgren)
Swedish University of Agricultural Sciences (SLU), SWEDEN Paper: The UX Button: an exploratory approach to UX embedding Abstract: At the SLU University Library we have a strategic goal stating that the library should “work strategically with user centered methods in order to create relevant, seamless and cohesive user services”. To deliver on this goal we launched a prototype UX support service called the UX Button in December 2018. The support is scalable and we expect it to change with the needs of our organisation. We hope to inspire you to experiment with how to embed UX in your own institution and how to design and communicate UX methodology support in a simple and concrete way.
KINERET BEN-KNAAN & ANDREW DARBY
University of Miami, USA Paper: Assessing UX Work Over Time: A Data Management Approach Abstract: This presentation outlines planning and strategy for managing user experience data across the duration of a complex website redesign process. We discuss the use of a master spreadsheet to collect and visualize this data, and how this tool helped inform our post-assessment approach.
University of Angers, FRANCE Paper: An accidental UX project: the case of toilet management in a French academic library Abstract: This is the story of how, by observing, interviewing, surveying and using, we improved the user experience of the toilets in an academic library in France between 2010 and 2019. Through exploration of a seemingly trivial problem, using simple UX methods with valuable results, the toilet case study helped us to learn how to articulate and conduct UX methods and to iterate upon their design until we arrived at the best experience for our users.
CLAIRE CHICKLY & PAULINE MOIREZ
French National Library, FRANCE Paper: How did UX help us switch from an institutional idea of project incubator to a meaningful innovation squad? Abstract: In 2017, our library created a project incubator to foster “innovative projects” internally, but without knowing what these projects would be and who would carry them out… We saw that the only way to come up with a proposition of real value was to involve project managers of the library. We organized workshops with different profiles and asked them to tell us stories of what problems they faced daily and did not manage to overcome alone.
We then used this material to design a first package of services for a “pilot season” in 2018 that was quite different from what we had previously imagined…
London School of Economics (LSE), UK Paper: Untangling the legacy: the user experience of archival research Abstract: In 2018 LSE Library embarked on a project to merge two archive catalogues. Knowing that staff found the catalogues difficult to use, the project provided the opportunity to find out why. This presentation details the process we followed to design improvements to our archives catalogue. At the start we knew very little about how users experienced the catalogue and so we utilised interviews, focus groups, co-design, and usability testing to develop our understanding. Ultimately, we made the catalogue more user focused, while improving the training and advice we provide and developing a wish list for future developments.
University of Hull, UK Paper: Culture eats the design process for breakfast Abstract: Institutional culture can have a huge impact on the design process. For some it means that important insights are never acted upon, for others it means they don’t try new things for fear of failure. This session will consider the impact, its effect on embedding UX research and moving into that important prototyping phase, where things are not perfect and have a higher risk of failure. By referencing some important UX research in Hull around trust in the workplace, it will demonstrate how cultural changes are helping us to feel empowered, be brave, and more importantly, move into that prototyping phase.
University of Sussex, UK Paper: Passionate about Floorplans Abstract: As an in-house passion project, the University of Sussex Library chose to develop its own interactive floorplans. These were designed to guide people to the right shelves: smartphone in hand. The design process took its principal inspiration from the London Tube map and the navigation screens in shopping malls, and involved a series of rapid prototypes tested iteratively with students. The Sussex floorplans offer no functionality that cannot be bought from third party suppliers for a few thousand pounds. However, this end product was completed at zero cost, and is a direct fruit of feedback from the library’s own students.
RIITTA PELTONEN & KITI VILKKI-ERIKSSON
National Library of Finland, FINLAND Paper: User research affecting strategic decision-making and service design: Case Finland’s national bibliography and discography Abstract: National Library of Finland is renewing primary customer interfaces of national bibliography service Fennica and discography service Viola. This project is a textbook example, how to use Double Diamond service design process and include user research and participatory design already into the early phases of the project and strategic decision-making. The research brought into discussions the needs of the users beneath the current solutions. UI improvements were just one aspect it affected. It also initiated two use cases that would benefit from automation and for which National Library of Finland already has suitable APIs to offer.
The Open University, UK Paper: Completely Shelfless: reinventing a physical library for an online community Abstract: The Open University library’s user experience work has tended to focus on our taught students, who as distance learners typically use our online library. Last year we learned the importance of conducting UX studies with all parts of our user community, and found ways to hear from non-users. Examining the needs of university staff and postgraduate research students using mixed UX methods empowered us to improve our library building strategy to the benefit of our campus based community.
STEFAN FLEIG (co-author: Lina Karlsson)
Umeå University, SWEDEN Paper: Active sitting – give the users a more mobile library experience Abstract: This presentation is about how the Umeå University Library used UX techniques and an agile way of working to develop better and more ergonomic working conditions for their students. Different UX techniques were used in the process of gaining a deeper understanding of the user’s needs. One central theme that emerged during the ideation process was the need of a better ergonomic and more varied study environment. Inspired by modern offices, a concept focusing on active sitting was developed. It was first tested small scale, and by using UX as a tool for evaluation improvements were made along the way.
HANNAH FOGG & LORRAINE NOEL
Anglia Ruskin University / University of Huddersfield, UK Paper: Tales of the UneXpected: Two case studies on how whole teams of frontline staff have employed UX techniques to influence service development and enhance service delivery Abstract: At both Anglia Ruskin and Huddersfield we’ve mainstreamed UX research into the roles of frontline staff. Our teams have worked in small groups to design, execute and report on modest but meaningful projects. In many cases these have resulted in changes and enhancements to our services and facilities. We’ll consider how this approach is working, and how staff feel about it – empowered or put-upon? As managers, are we making real changes as a result of their efforts? We’ll look at some of the projects and methodologies, the service enhancements that resulted, and the changed roles and perceptions of frontline staff.
DEBBIE PHILLIPS (co-author: Emilia Brzozowska-Szczecina)
Royal Holloway, University of London, UK Paper: Love at first sight: consolidating first impressions Abstract: In Welcome Week of September 2018 we conducted a cultural probe with new students at Royal Holloway, a joint project between the Library and the Campus Life team (a first for us). Turns out, they love the library building but don’t always attend induction sessions – how do we capitalise on this to make them love us forever? This session outlines proposed changes to the Library’s approach to induction for next year, based on the students’ reports of their first impressions of the Library, and their experience of their first two weeks here.
University of Birmingham, UK Paper: Internships and ethnography: students researching students Abstract: What are the benefits of allowing students to lead your UX research, and how can they contribute to your understanding of the lived experience of your users? Over the summer vacation, we were joined for 12 weeks by a 2nd year undergraduate student, who led a cultural probe into the post-graduate experience at Birmingham. The project also investigated and analysed various UX techniques. In this presentation I’ll discuss the benefits (and negatives) of having an intern within the Library team, some of the findings and insights from the cultural probe, our thoughts on the various techniques used, and of course what has happened with the findings since the project ended.
King’s College London, UK Paper: Peers of the Realm: embracing students as UX researchers at King’s College Libraries Abstract: This year at King’s we decided to do things differently, we’ve decided to see what happens when we let students do the research. Armed with training and guidance, we’re sending 10 students out to try some UX on their peers. Come and hear the inside scoop on our experience, what was it like to guide students through their first experience of UX? Will their findings and insights differ from those of staff? What will we learn and what will we do differently next time? Watch this space to find out.
State Library Victoria, AUSTRALIA Paper: Tearing down accessibility barriers to library membership Abstract: Before launching a new cardless member registration system, user testing revealed significant barriers to patrons who depend on assistive technologies. From manual testing with a blind participant, we identified issues ranging in severity including imperceptible validation and misalignment with mental models. Through collaborative and iterative design and development, further testing verified we resolved the issues, improving experiences for everyone becoming a Library member. This case study demonstrates how manual accessibility user testing can build empathy, remove barriers, and lead to the design of inclusive digital onboarding to support a broader range of library members.
University of Worcester, UK Paper: Think like a designer, query like an analyst, test like a user Abstract: In 2015, the University of Worcester overhauled its library website, and along the way examined everything from the department’s name to its vision. The project was a success, with page views up 265% and a 6% increase in library student satisfaction. This session revisits our methods, grouped into three mindsets.
– Think like a designer: be brutal with your brief and focus on visuals.
– Query like an analyst: interrogate data and adapt your message to convince stakeholders.
– Test like a user: assume nothing and be ruthless.
By applying these mindsets, we resolved the majority of issues prior to testing.
This year the conference, pre-conference workshop, social evening and gala dinner are all taking place at the same venue: Royal Holloway, University of London, Egham, Surrey, TW20 0EX. Tel: +44 (0) 1784 434455.
The Royal Holloway Egham campus is only a 15-minute drive from London Heathrow airport, and easily accessible from central London by train (35-40 minutes from London Waterloo to Egham). Further information on the various travel options are given on the venue’s ‘Getting Here’ page.
Two nights’ bed-and-breakfast accommodation is included in the conference package cost – check in is from 16:00 on Monday 17 June (check out on 19 June).
For those wishing to stay an extra night after the conference, it is possible to book the same room for the night of 19 June at an additional cost of £78.50 (room-only rate) – please email to request this.
Unfortunately the same rooms are not also available to book for the 16 June, although there is limited availability in the Hub Guesthouse on the Royal Holloway campus, at a cost of £55 for a single room or £85 for a double (room-only rates) – please email to enquire about availability.
If you have any questions about any of the above please contact Marisa who will be happy to help.
We are very aware that the cost of our conference might be out of reach for some library staff, especially those working in public libraries and further education. This year we are offering 2 sponsored delegate places in recognition of this fact. As an organisation that also actively seeks to support diversity, we are also offering an additional sponsored place to a BME delegate (from any sort of library).who otherwise could not attend.
What do the places cover?
The sponsored places cover attendance at both the full conference (including 2 nights’ accommodation and all meals) and the pre-conference UX workshop, but excludes travel.
How to apply
Please send an email to firstname.lastname@example.org titled ‘Sponsored place application’ or ‘Sponsored place application – BME’ by Friday 22 March 2018.
In the body of the email detail in 300 words or less why you wish to attend the conference and also how you hope to put your learning into action afterwards.
When will I hear if I have a place?
We will email the successful applicant(s) by the end of March 2019.
If you have any questions about sponsored places please email Andy Priestner.
The following interviews with Oliver Coates and Philippa Briant (librarians at the University of Lanarkshire engaged in UX research) are intended for those delegates at UXLibsIV who feel that they do not have sufficient experience of UX research to draw a cognitive map or be interviewed about UX.
We are excited to incorporate two keynote speakers and two plenary speakers into this year’s UX in Libraries conference programme. All four will be talking to our chosen theme of inclusive UX, exploring different experiences of using libraries and the opportunities that exist to make our services better for everyone. The titles and abstracts of their talks are detailed below. There is still time to book a place at UXLibsIV however there are now only a limited number remaining.
Director of Agile Development and Inclusive Design at inUse, Gothenburg, Sweden.
Title: ‘Inclusive design – all about the extremes’
Abstract: There is no such thing as an average user, but still lots of time is spent trying to create great products by designing for those illusive average users. When trying to design for the normative users we risk creating a product that’s neither here nor there and that doesn’t create any real value for anyone. If we instead focus on the extreme users who differ from the norm it can help us design innovative solutions that work better for everyone. The environment dictates the norm, and whenever we are placed in a situation where we differ from the norm we become extreme users. Becoming extreme increases our awareness of the enviroment, making us better equipped to describe our needs and solve problems. Some people spend their lives being extreme in many aspects of their lives, making them experts. Their expertise can make a world of difference. Inclusive design can be as easy as you want it to be, and there are plenty of examples of successful mainstream products that were initially designed for extreme users or extreme situations. I will give you stories from the trenches and hands-on tips to take home and try out yourselves.
Director, Roskilde University Library, Faculty Library of Social Sciences, Administrate Library at the Royal Library, Copenhagen, Denmark. Title: ‘Do you want to dance? Inclusion and belonging in libraries and beyond’ Abstract: The Great Wall of China, the Berlin Wall, the fence between USA and Mexico and Offa’s Dyke. For all time humankind has been obsessed with walls, fences, dykes and ditches. They are a material manifestation of the desire to manage inclusion and exclusion in our institutions and communities, e.g. universities, are founded as exclusionary places and on a daily basis conscious and unconscious acts of exclusion take place. (Inclusive) UX in theory and practice should always be seen in the context in which we operate and in his talk Christian will outline why inclusive communities are crucial for healthy societies and what obstacles are hindering inclusion on different levels. Moreover, Christian will explore how inclusion and diversity can empower a sense of belongingness and finally why and how, libraries and librarians should be leaders in advancing this cause on campus and in communities.
DR JANINE BRADBURY
Senior Lecturer in Literature and Learning and Teaching Lead for Humanities, Religion, and Philosophy, York St John University, UK.
Title: ‘Safe spaces, neutral spaces? Navigating the Library as a Researcher of Colour’
Abstract: Drawing upon her experiences in libraries as a teenager in South London, a student in Yorkshire, a study abroad student in the Southern United States, and – more recently – as a lecturer, academic, and learning and teaching specialist, in her plenary talk, Janine will reflect on what it means to move into and out of the library space as a woman of colour who additionally researches the experiences of women of colour. Janine has spent the majority of her academic life in the UK, but studied abroad in the United States almost 15 years ago in 2004. While she was there, she encountered the library in the Sonja Haynes Stone Center for Black Culture and History at The University of North Carolina, Chapel Hill. This, she found to be a pivotal experience that shed light on the fact that libraries had, to her, rarely felt as though they were safe or racially neutral spaces. Taking inspiration from this year’s paper presenters, and drawing upon literary representations of library usage alongside her personal narrative of learning and reading, Janine looks to celebrate the radical possibilities of the library space for black readers and researchers – especially as this links to attainment and widening participation in Higher Education.
DR KIT HEYAM
School of English, University of Leeds, UK.
Title: ‘Creating trans-inclusive libraries: the UX perspective’
Abstract: As trans people become increasingly visible in the media, and many organisations develop new trans policies, awareness of the legal rights of trans library users is growing. But how are those users experiencing our libraries, and what can we do to make those experiences more positive? In this talk, Kit moves beyond the legal aspects of inclusivity to consider the factors that make a real difference to trans library user experience. What anxieties might trans customers bring to the library, and how can we allay them? How can we make our library buildings trans-inclusive? How can we make interpersonal interactions with library staff work better for trans people? How can we work towards making our service not just inclusive, but intersectionally inclusive? And just as importantly, how can we support library staff to make those positive user experiences happen?
UX in Libraries is an event where you will be working closely with your peers – there is a higher degree of interaction and collaboration than at most library conferences. It’s essential that everyone, regardless of race, gender, sexuality, background or religion, feels welcome, secure, included, and comfortable voicing their opinions.
To make this happen we hold the following principles as organisers and delegates:
We are open in our approach to others
We can have the difficult conversations about key issues, but we challenge the arguments, not the person – personal attacks are not acceptable
No matter our personal beliefs, we honour the perspectives of others. We treat others with kindness and respect and allow them to be heard
We work collaboratively
We will all take responsibility for ensuring no one is intimidated, demeaned or marginalised at the event, in person or online, and we will challenge this if it happens.
We take it very seriously if members of our community are made to feel unsafe in any way. You can complain on behalf of yourself or anyone else, directly to any of the following – Andy Priestner, Bryony Ramsden or Helen Murphy – if you see any situation in which anyone associated with the conference feels threatened or is made to feel unsafe. You can do this verbally or via email if you do not feel comfortable discussing the issue in person. We may get back to you for clarification or additional information if we feel that is necessary. This doesn’t mean we don’t believe you – it just means we want to make sure we fully understand your concerns. If any problems do occur, we will act as swiftly as possible to address them.
With thanks to LIANZA whose code of conduct we adapted, with permission.