UXLibs7 delegates’ discounted book shop

To order any of our UX in Libraries publications at special discount prices for UXLibs7 delegates, just click on the cover of the book you want below and you’ll be taken to PayPal to complete your purchase (payment by card, PayPal account not required). You can order multiple copies of the same book for your institution if you wish, with a flat rate of £4 postage & packing per order.

If you would like to order/pay by invoice instead, then please email us.

Information about the books can be found on our dedicated Books page.

'A Handbook of User Experience Research & Design in Libraries' by Andy Priestner
Offer price: £50
'UX in Libraries: Yearbook 2023' edited by Andy Priestner
Offer price: £25
'UX in Libraries: Yearbook 2019' edited by Andy Priestner
Offer price: £25
'UX in Libraries: Yearbook 2018' edited by Andy Priestner
Offer price: £25
'UX in Libraries: Yearbook 2017' edited by Andy Priestner
Offer price: £22

Photo journey from Falmer Station to Jubilee Building

Leaving Falmer station:

Falmer station to subway (to go under A27):

Through subway:

From pedestrian crossing to Falmer House:

Under Falmer house:

Falmer House to Library Square:

Library square to Shawcross building:

Past Shawcross building:

Shawcross to Bramber:

Bramber to Jubilee (accessible route just to the right of the steps):

Jubilee building – you’ve arrived!

UXLibs7 – sponsors

A huge thank you to this year’s corporate sponsors without whom UXLibs7 could not take place. Please click on the logos below to visit their websites.

Our sponsors are: GOLD – Innovative Interfaces; SILVER – EBSCO.


Innovation is in our name, our heritage, and our future.
While we have the advantage of nearly 40 years of software development and advancements, we recognize we cannot rest on our laurels. So we have restored our commitment to redefining the standards of library automation and discovery.
Since 1978, we have routinely introduced new technology to the library industry. The lessons we’ve learned, the ways we’ve grown and expanded, and the tenets we stand by have made us the leader in library management solutions.
We’ve assembled a world-class team of experts in business operations, modern technology, and library science. Together, we understand the unique demands librarians experience, as well as how to meet the expectations of the modern consumer. This amalgamation of insight and talent can be found only at Innovative.


EBSCO has partnered with libraries for more than 70 years by providing quality research content, powerful search technologies and intuitive delivery platforms. We innovate through research and relationships, and we learn from customers and their users. Because our goals are those of our customers, we enable the greatest value in our services. We offer technologies that make workflows easier for all.

UXLibs7 – Paper presenters

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 back in February. Find out who they are and what they will be presenting on below…

Left to right: Eleanor Ferguson (UK), Ingela Wahlgren (Sweden), Alison Sharman (UK), Kathryn Sullivan (UK), Gunvor Bjerkelund Røkke (Norway), Maria Sindre (Norway).

University of Sussex, UK
Paper: ‘What are the library vibes?’ Investigation, collaboration, and co-creation at the University of Sussex
Abstract: ‘I go to the library for the vibes…’ This tantalising statement came from a student during my extensive UX work to feed into the design brief of a brand new Library Pavilion building on campus, and I’ve been investigating ‘the library vibes’ ever since.
The Library Pavilion will offer flexible, accessible, and inclusive study space for the whole student community, and student input has been embedded in the process from the start. It will be staffed by students, creating a sense of community and ownership. Students will be directly involved in co-creating the service design.
While the physical collections will remain in the existing library, the new building must be clearly defined as a library space. How do we do that? How can we recreate the ‘library vibes’ in a new building without any books in it?

SLU University, Sweden
Paper: “From problem to prototype” – using a service design course to bridge gaps within a university
Abstract: The SLU University Library has developed and successfully run a service design course, aimed at all staff at the university. The goals were to raise awareness of the benefits of service design and user-centred methods for development, as well as bringing together colleagues from different parts of the university. If you attend Ingela’s presentation you will hear all about the benefits and challenges of creating a course meant to facilitate university-wide collaboration, as well as practical tips and tricks for creating an online service design course.

University of Huddersfield / University of Manchester, UK
Paper: Stronger together: building a UX community of practice
Abstract: Librarians from a network of academic institutions have formed a UX community of practice and meet to share research, ideas and experiences.  They engage in research at their respective institutions on a common theme, sharing the methodology and results on Teams so they can learn from each other.  A Creative Commons learning resource is being produced to share with other libraries.  Attend this session to find out how the group was established, the training organised to get people up to speed, the UX research done so far, the online tools created and the benefits and challenges of working together.

Norwegian University of Technology and Science / Norsk Helsenett (ICT in health care), Norway
Paper: From invisible to popular: how we increased attendance to a library course by 692%
Abstract: In 2021, the number of attendants at our workshop series “Kickstart Your Thesis” decreased. We had to do something. With feedback from our colleagues, we improved how the project group was organised. This changed how we collaborated internally and with other university departments. Who was our target audience and how could we reach them? Through surveys and semi-structured interviews, we developed target audiences, personas, and a user journey. Observing user behaviour through insights and statistics, we tailored web content and social media posts. And boy, did our efforts pay off! We increased the number of attendants by 692 % in one year! (It’s amazing, we know! Thanks for the applause. We love you too. No, you hang up the phone first.)

Left to right: Kerry Murray (UK), Amanda Kraft (USA), Gopal Dutta (UK), Marjanne Goossens (Netherlands), Larissa Tijsterman (Netherlands), Elizabeth Tilley (UK).

Norfolk County Council, UK
Paper: Connections in coastal communities: a new era for public libraries
Abstract: Norfolk County Council are reimagining libraries for the future as high street anchors and thriving Community Hubs. Collaboration with local communities and engaging at every step of the journey is vital to the success of these major projects in Great Yarmouth and Kings Lynn over the coming years.
This presentation will share information on Norfolk’s engagement programme which continues to help shape the purpose and design of the new Hubs. During this session, NCC are keen to share our experience so far, and to learn of approaches used elsewhere to develop our programme of community involvement further.

College of Charleston, USA
Paper: An advisory board by any other name: embedding UX and cultivating engagement through a user working group turned homegrown student organization
Abstract: Following advice offered in Library Service Design (Marquez & Downey, 2016) my library painstakingly grew a student user working group (UWG) in early 2019 under the banner of an advisory board long since abandoned by former administration. In late 2021, the participating students worked tirelessly to become an official, student government-sanctioned club/organization. This paper will highlight some of the pros, cons, and emerging best practices for connection and collaboration with student organizations, specifically examining the ways in which an abandoned advisory board turned UWG turned student organization has provided opportunities for library-led UX research, participatory design, and peer learning.

Manchester Metropolitan University, UK
Paper: “We don’t start with Library”: students interviewing students about using the Library website
Abstract: This paper covers two UX projects conducted at Manchester Metropolitan University Library in 2021 and 2022. Students were recruited to lead the projects. They designed questions and testing processes, with training and guidance from Library staff.
Different pages on the Library website were tested for their effectiveness at satisfying user tasks. Video interviews were used to gather the data. Students also analysed results and presented these to Library staff.
The research revealed that many students do not start their search for information on Library webpages, find them confusing and do not make use of guidance. Students also requested more personalisation.

Wageningen University & Research / University of Amsterdam, Netherlands
Paper: The Dutch University Libraries (UB) UX Community FKA UXLib-NL
Abstract: A UX Community can contribute to your UX efforts. Collaboration, connecting with fellow UX practitioners, getting inspired and sharing knowledge on UX are the driving force. In the Netherlands we organise UX Community days for public research universities and send out newsletters. Our joined efforts have already emerged following these days and newsletters. In this presentation we will combine theory and practice on communities, share some best practices and discuss how a community can contribute to your own UX efforts. Are you ready for the next step? Are you ready for some co-creation within UX?

University of Cambridge, UK
Paper: How to make a grand entrance
Abstract: Grand entrances can be wonderful. They can also be intimidating and difficult for users to navigate. They are likely to be part of buildings which are also grand and where change is often exceptionally difficult to bring about. Using small-scale UX methodology can inform us about the specific problem areas in the entrance; critical to success is the collaborative nature of work like this which necessitates extraordinary layers of additional communication and needs a team working in the space which is 100% behind the user research – contributing ideas, managing the research, and discussing outcomes.

Left to right: Anna-Lena Kleinert (UK), Eve Jamieson (UK), Nia Ellis (UK), Jim Foster (UK), Emelie Uggla Waldenström (Sweden), Johanna Palm (Sweden). 

King’s College London, UK
Paper: The long and winding road? Inclusion in UX data and recruitment
Abstract: Do our UX and co-creation projects include a diverse range of voices? Perhaps not, as anecdotal data suggested to library staff at King’s College London. We realised we had no evidence either way, no means of putting the results of our qualitative research into demographic context. How can we develop services, collections and spaces that meet the needs of our users when we’re potentially only listening to a privileged few? We’d like to share our journey so far towards addressing this crucial insight gap, and how collaborating with colleagues and students across King’s has helped us overcome obstacles along the way.

Aberystwyth University, UK
Paper: Embedding collaboration into improving the student library experience
Abstract: During 2022-2023, Information Services at Aberystwyth University are trialling a new approach to improving the user experience in all aspects of our services, by embedding collaboration and a ‘students as partners’ approach to our work. Jim Foster, an Information Studies student, and Nia Ellis, a member of the library staff, will discuss their experience of working together and the benefits of a collaborative approach. They will also be discussing how having a structure of 3 sample weeks a year provides the impetus for planning more focussed UX activities and has raised the profile of UX work within the department.

Linnaeus University, Sweden
Paper: Friends with benefits – creating strategic alliances and pushing collaborative boundaries at Linnaeus University
Abstract: A new library with unconventional workflows around the information desk brought the need for a tool to explore this new approach. By requiring all staff to log all library-related queries, regardless of the medium, it was possible to identify areas that required UX research. This long-term collection of user-related data, in combination with UX tools, enabled the creation of new workflows, better guidance, and ultimately student autonomy.
Additionally, the UX team posted a contact ad on the intranet and allied with staff from other departments jointly exploring wayfinding, enhancing the library website, and establishing collaborative structures for UX learning.

Left to right: Joshua Herter (Canada), Hannah Jones (USA), Michael Aguilar (USA), Sharesly Rodriguez (USA), Jelena Rajic (Serbia).

University of Winnipeg, Canada
Paper: We’re the problem: mapping our way out of printing purgatory
Abstract: This is the tale of how an unrelated behavioural mapping exercise revealed some uncomfortable truths about our library’s role in the student experience, and the journey we’ve embarked upon since; how we doubled down to discover the many ways our service design exacerbated student printing troubles, and the iterative UX methodology we’ve used to build empathy, reimagine service points, and chart a course out of this mess.

University of Illinois Urbana-Champaign, USA
Paper: When you wish upon a stall: toilet facilities as a factor in library satisfaction among trans and gender nonconforming users
Abstract: When basic bodily functions aren’t being accommodated, it’s impossible to feel fully welcome in a facility. The availability and accessibility of bathrooms is particularly important for trans and gender nonconforming (TGNC) users, many of whom face discrimination and prejudice as they meet their most basic human needs. By directly involving TGNC users in identifying areas for improvement, we can make the library a more accessible, inclusive, and welcoming space. This presentation will cover methods for conducting a UX project focused on bathroom satisfaction, information on specific needs identified by users, recommendations for advancing inclusive facilities, and consideration for potential pushback.

San José State University, USA
Paper: Supporting critical UX at a large diverse university
Abstract: This session will provide attendees with information and tools related to the creation and maintenance of library-wide systems to support user advocacy.
Drawing from design justice and critical information science, it will specifically discuss the creation of two initiatives designed to support user advocacy at the San José State University Library (SJSU) in California. The presentation will additionally provide fellow library workers and UX professionals with insights into how these initiatives have been used at SJSU to learn directly from users and embed their voices in decision-making processes, thus challenging historical top-down approaches.

Jagodina Public Library, Serbia
Paper: The experience of non-users and ex-users of the Jagodina Public Library – sparking interest in the Library
Abstract: The Jagodina Public Library reached out to its ex-users and non-users and carried out user interviews for UX research.  The majority of the respondents (66%) were non-users, while 34% were ex-users.  Also, the majority of the respondents were between the age of 18-30 (41%) while there were 35% over 60.  After conducting the UX research, the Library established a partnership with a private non-formal learning institution and started a pilot project “Free online courses” to encourage the younger population to join the Library. There were 90% more enrolled members in December 2022 than at the same period in the previous year.

Left to right: Astrid Sømhovd (Norway), Nicholas Heavey (UK), SuHui Ho (USA), Kelly Henderson (USA).

University of Bergen, Norway
Paper: Inclusive library design – how can we do better?
Abstract: Reviewing two renovation projects at the University Library, U. of Bergen, I became curious about policies and practices concerning inclusivity and accessibility in the university’s learning environments. After learning about formal policies and regulations I realised that inclusivity becomes a financial (and) priority issue for many renovation projects. I’m gathering information broadly from my own organisation’s work with inclusivity and accessibility, and from advocacy groups, with the aim to sketch out a framework for low-tech and low-cost approaches to inclusive design and development of the libraries’ learning environments. The libraries are popular with the students, and I believe inclusivity is an obvious part of our responsibility to our users.

University of Sussex, UK
Paper: Co-designing and re-imagining library services: a librarian’s tale
Abstract: This presentation will share experiences working with the student connector programme to develop library services. Project one asked students to look at library spaces: focussing on three user journeys and developing these into service blueprints with staff at our annual conference. Project two focussed on the library induction: students reflected on their own experiences of starting university and conducted surveys of their peers and created an online induction. Project three looked at improving our digital skills support by working alongside students to develop student-centred content.  Delegates will gain insights in running collaborative projects with students to develop library services.

University of California, San Diego, USA
Paper: Collaborating with a team of student volunteers on UX projects: how to shoot two birds with one stone
Abstract: Working with students on UX projects shoots two birds with one stone: we tapped into their creativity and energy while at the same time their perspectives as users.  UC San Diego has a rich design community with many students eager to gain experience in real-world UX design work. I will discuss our experience recruiting, mentoring, and collaborating with UX student volunteers on a 6-month library web project, which included vigorous user research, comparative studies, user flow analysis, co-design, prototyping and presentation to stakeholders. As UX matures, many university classes in human-computer interaction, design, computer science, and business contain UX components. You will be surprised to find many volunteers who are interested in gaining real-world UX experience.

DC Grassroots Readers, Washington DC, USA
Paper: Sharing the love of reading from park bench to park bench: the story of an external collaboration focused on enabling readers to connect in public spaces
Abstract: DC Grassroots Readers is a new initiative based in Washington DC that was developed through a collaboration between a local resident and the local library. The initiative helps encourage people who enjoy reading in public green spaces to connect about their shared love of reading. 
This collaboration involved engaging in community and library events for outreach and included user testing of the flier and bookmark. Drawing on inspiration from the placemaking movement, this initiative extends the reach and scope of how the library can connect with the public and play an important role in supporting community building in public spaces.

UXLibs7 – Useful Information


Conference venue: Jubilee Building, University of Sussex, Falmer, Brighton, BN1 9SN. Tel: +44 (0)1273 678678. Downloadable Campus Map.

Social evening (Tuesday 6 June) venue: Horatio’s Bar, Brighton Palace Pier, Madeira Drive, Brighton, BN2 1TW. Tel: +44 (0)1273 609361

Gala dinner (Wednesday 7 June) venue: The Old Ship Hotel, Kings Road, Brighton, BN1 1NR. Tel: +44 (0)1273329001

Below is a map showing the locations of the venues:

And if you want to find out more about what Brighton has to offer, then the VisitBrighton website is a good place to start.


This year, the conference venue is a short journey away from the city centre by train (10 minutes to Falmer station) or bus (25 minutes), so we suggest staying in Brighton centre/seafront area so that you’ll have easy access to transport links and the evening social/gala dinner venues, and of course an opportunity to go to the beach!

A range of hotels/B&Bs in Brighton are available to book at preferential rates via our dedicated accommodation booking page (available until 30th May), provided by the lovely people at VisitBrighton.

Additionally, there is a centrally located Premier Inn and a Travelodge (both budget hotel brands of a good standard).

You can also search for other places to stay using sites such as booking.com.


There is lots of useful info about getting to Brighton here: https://www.visitbrighton.com/plan-your-visit/visitor-information/travel-information/getting-here.

The closest airport is London Gatwick, from where there are frequent trains to Brighton taking 30 mins, or the journey time by car is 45 mins.


We begin with the optional pre-conference workshop (9.00am to 12.30pm) on Tuesday 6 June, followed by the main conference which begins at 1.30pm. The conference will finish on Thursday 8 June at approximately 4.30pm.

You can also download the Provisional Programme.


If you have booked a place, you should have received detailed joining instructions via email on 25 May.

You can also download the instructions here:

Joining instructions for pre-conference workshop delegates (including details of the main conference)

Joining instructions for delegates attending the main conference only

If you have any questions about any of the above please contact Marisa who will be happy to help.

UXLibs7 – Sponsored places

We are aware that the cost of our conference might be out of reach for library staff working in public libraries and further education. This year we are once again 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 and the pre-conference workshop, but excludes accommodation and travel.

How to apply
Please send an email to admin@uxlib.org titled ‘Sponsored place application’ or ‘Sponsored place application – BME’ by Friday 31 March 2023.
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 14 April 2023.

If you have any questions about sponsored places please email Andy Priestner.


UXLibs7 Cancellation Policy

In the unfortunate event that you can no longer attend the conference and need to cancel your place, please be aware of the following important dates:

  • If we receive your cancellation by Tuesday 9 May 2023, you will receive a full refund.*
  • If you cancel from 10-23 May 2023, you will receive a 50% refund.
  • If you cancel from Wednesday 24 May 2023 (inclusive) onwards you will not receive a refund.
  • If you do not contact us to cancel your place before 24 May 2023 then the invoice will stand in full.

* We regret that any bank/payment charges incurred by UX in Libraries cannot be refunded.

If you are cancelling under exceptional circumstances you may be entitled to a full refund – please contact us to discuss.

NOTE: In most cases it will be possible for you to simply send a replacement delegate if you yourself cannot attend – please let us know as soon as possible if this is the case.

UXLibsVI presentations

Below you can find links to some of the wonderful presentations that were delivered at the UXLibsVI conference in June 2022. More will be added as they come in.

Keynote/plenary presentations

Andy Priestner: ‘UX eats culture for dinner’ (UXLibsVI opening address)

Daniel Forsman: ‘There is no failure except in no longer trying”: embedding UX in organizational culture’ (keynote)

Rebecca Blakiston: ‘Harnessing our Superpowers: because organizations are a design problem’ (keynote)

Anneli Friberg and Anna Kågedal: ‘Use your power as a leader’ (plenary)

Delegate presentations

Åsa Forsberg: ‘The photo challenge – a national collaboration among university libraries’

Ashley Brewer: ‘The Web User Experience Working Group: one academic library’s grassroots and outside-the-org-structure effort to build an inclusive culture of UX’

Carrie Donovan: ‘Trust the process: re-envisioning library organizations through user-centered practice’

Jarmo Schrader and Ninon Frank: “Did you already post that in our library channel?” – Instant messaging as a tool to improve staff engagement in discussing user-related issues’

Julie Willems: ‘How UX methods helped the transition of the library team into a new library building’

Larissa Tijsterman: ‘Standing alone together: your secret UX buddies might be hiding in other departments’

Leonie Kamminga: ‘User experience sessions to improve education’

Nadia Marks: ‘Winning them over one by one: four years of trial and error in embedding UX culture at an academic library’

Naomi Baguley & Harri Endersby-Marsh: ‘A fresh perspective: the impact of interns on research and culture’

Natacha Leclerq Varlan: ‘Step by step: how to involve staff in UX projects on a long-term basis (case study at the University Libraries in Lille)’

Nick Russell: ‘Ask the Experts – student support interventions designed and delivered by students’

Sarah Halliday and Pete Hanna: ‘Ripples of UX – sharing techniques and practice with students and staff’


Dr Arun Verma: ‘Integrating intersectionality: Reimagining user journeys’

David Clover: ‘Mapping UX in organisational culture’

Luis Moßburger: ‘Data visualisation for beginners’

Natasha den Dekker: ‘Pandemic Palaver’
–  Tasks: Table 1, Table 2, Table 3, Table 4, Table 5
–  Instructions


UXLibsVI – Paper Presenters

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 way back in February 2020. Find out who they are and what they will be presenting on below…

Left to right: Nadia Marks (UK), Larissa Tijsterman (Netherlands), Naomi Baguley (UK), Harri Endersby-Marsh (UK).

London School of Economics (LSE), UK
Paper: Winning them over one by one: four years of trial and error in embedding UX culture at an academic library
Abstract: This paper explores the work-in-progress of spreading a UX mindset at an academic library so that the recommendations of research are put into action and a UX design approach becomes routine. Success so far has required winning colleagues over one by one in different ways. Navigating personalities and politics, it has variously involved being opportunistic, accommodating, adaptable, cunning, wily, emphatic, and determined. The paper will describe the different strategies employed and the ups and downs of the process with practical examples. It will be ‘warts and all’, with plenty of fails and false starts as well as unexpected successes.

University of Amsterdam, the Netherlands
Paper: Standing alone together; your secret UX buddies might be hiding in other departments
Abstract: Implementing UX can be a daunting task especially when you alone. The best way to learn is by doing but how do you get things done when the hierarchy is strong, you are starting at the bottom and everyone is spread out over several locations throughout the city? Well, not start at the library at all! I first worked together with other departments which not only empowered me but connected like-minded people across the university and got the sceptics on board. You do not have to start your journey alone your buddies might just be hiding in another department.

University of Cambridge / Durham University, UK
Paper: A fresh perspective: the impact of interns on research and culture
Abstract: We were hired in September 2019 as interns at Durham University Library, with the joint purpose of integrating UX into our Library, after our colleagues were inspired by Claire Browne’s presentation on the UX research of an intern at UXLibs V. Our presentation will show how internships can be utilised to break down barriers within the Library and provide fresh perspective, and how we as interns integrated UX into a culture of unawareness. We’ll also be giving insight into the new ethnographic technique that we developed that can be adapted for use in other libraries.

Left to right: Åsa Forsberg (Sweden), Nick Russell (UK), Nathalie Clot (France), Maxime Szczepanski (France).

Lund University, Sweden
Paper: The photo challenge: a national collaboration among university libraries
Abstract: In 2019-2020 librarians at twelve Swedish academic libraries collaborated to do UX research about students with reading disabilities. The objectives were (1) to better understand the study situation for this student group and (2) for the participating librarians to learn how to do UX research and design.
The data collected in the study was analyzed together in an affinity mapping workshop, to address the first objective. To evaluate if we had fulfilled the second objective we asked the librarians about their experience of conducting a UX study. In Spring 2022 we conducted a follow-up survey, and the data collected will be included in the study.

Sheffield Hallam University, UK
Paper: ‘Ask the Experts’: student support interventions designed and delivered by students
Abstract: Do you want to put students at the fore in designing and delivering interventions for their peers? ‘Ask the Experts’ involves training pairs of students who have been through a particular experience or transition such as starting university or going on placement, to deliver one-off workshops to students going through – or preparing for – the same experience.
The model was devised for the purpose described but we believe it can be used to facilitate an extended programme of co-production with students and become iterative with each new phase with students recommending changes and developing the model itself.

University of Angers, France
Paper: Training outsiders to grow insiders through active library staff visits
Abstract: “Truly I say to you, no prophet is accepted in his own country.” (Luke 4:24)
#BUApro is a project of professional visits from external library staff to our library to train ourselves, our own staff and our visitors in UX tools and techniques, thereby inspiring and advocating for a UX mindset and culture both in our own and other libraries. We will talk about how to organise and practice a workshop with complete beginners on both sides and reflect on how to, as a senior manager, you can encourage a UX team culture in middle management.

Left to right: Natacha Leclercq Varlan (France), Carrie Donovan (USA), Sarah Halliday (UK), Peter Hanna (UK). 

University of Lille, France
Paper: Step by step: how to involve staff in UX projects on a long-term basis (case study at the University Libraries of Lille)
Abstract: A coordinator for UX and Patron Studies was appointed at the University Libraries of Lille in 2017. The refurbishing of the Law Library “Culture Zone” was a first shot to involve colleagues in a user-centered approach and to show the necessity of this coordination, in newly merged University Libraries. Three years after this experiment, many new projects emerged. Keeping a cross-functional view of Libraries activities, testing methods on projects with different scales and being flexible enough to follow the organization’s priorities were key elements to disseminate UX to a larger scale, from frontline staff to senior management.

University of Pittsburgh, USA
Paper: Trust the process: re-envisioning library organizations through user-centered practice
Abstract: Professional identities and organizational cultures carry with them a sense of power that, once developed, is resistant to change; however, academic librarians can apply what we know about user experience in order to transform ourselves and our organizations. The critical reflection and flexible mindsets that are central to user-centered practice are also helpful for reframing our professional roles and workplace cultures. This presentation will explore opportunities for re-envisioning the foundational elements of libraries, as well as approaches for building trust among ourselves and with our communities in a user-centered context.

University of Hertfordshire, UK
Paper: Ripples of UX: sharing techniques and practice with students and staff
Abstract: At Hertfordshire we are creating ripples of UX by taking what we’ve learned from our library-focused UX projects and encouraging others across the University to adopt our approach. In this session we show how we’ve shared our thinking and how it is being put into practise across the university, most particularly with our Students’ Union. Attendees will learn about the tools and techniques we’ve developed to help others adopt a UX approach, understand how we’ve gone about sharing these with both students and colleagues (from inside and outside the library service), and see outcomes achieved in different areas.

Left to right: Paul Harding (UK), Ned Potter (UK), Ashley Brewer (USA).

University of York, UK
Paper: Ask not what your organisation can do for UX, ask what UX can do you for your organisation
Abstract: tl;dr: Let’s sell by doing.
Longer version: You can’t change a culture by talking about it; you have to change a culture through actions. Rather than focusing on the features of UX to advocate its use in our organisations, we should showcase and celebrate its benefits through truly user-driven change.
Using a UX-led catalogue improvement project as a case study, this session will illustrate how to overcome resistance to change by reframing the internal conversation to not being about UX so much, overcoming cynicism through the sheer quality of the work, and asking for neither permission nor forgiveness.

Virginia Commonwealth University, USA
Paper: The Web User Experience Working Group: one academic library’s grassroots and outside-the-org-structure effort to build an inclusive culture of UX
Abstract: In the absence of a UX department or anyone with UX in their title, how can a library scale and resource UX research for informed web and service design decisions? This paper will share one library’s attempt to build a culture of UX outside the organizational structure lines through the creation of a diverse, cross-divisional working group, convened by the Web Systems Librarian (now the Senior Web and User Experience Librarian) and charged with shared learning about UX methods and best practices and with helping the Libraries’ web team conduct UX research. Now in its fourth year, we’re examining the group’s successes and struggles — and the actual sustainability of such a model.

Left to right: Jarmo Schrader (Germany), Ninon Frank (Germany), Leonie Kamminga (Netherlands), Julie Willems (Luxembourg).

University of Hildesheim, Germany
Paper: “Did you already post that in our library channel?”: Instant messaging as a tool to improve staff engagement in discussing user-related issues
Abstract: The COVID-induced shift to remote working prompted Hildesheim University Library to introduce the instant messenger ‘Rocket.Chat’ as a means to improve communication within and between teams of the library. A major goal was to increase participation in discussions around user- and service-related issues.
We will use structured interviews with all members of staff as well as analyses of individual discussion threads to assess how the introduction of Rocket.Chat affected daily communication among library staff and whether using an instant messaging tool can encourage a more open and equitable communication style.

Wageningen University & Research, the Netherlands
Paper: Using student experience sessions to improve information literacy education
Abstract: The Education Experience team at Wageningen University & Research (WUR) was established to help to improve information and services for and communication with students and teachers. Using Customer Journeys, Design Thinking (DT), and Mind Mapping sessions, the user needs and experiences are mapped. For WUR-Library a DT session was conducted to assess the desires, wishes, and expectations of students involved in information literacy education. During my presentation I will elaborate on the organization, outcomes, and perspectives of this DT session and on how the Education Experience team in embedded within WUR.

University of Luxembourg
Paper: How UX methods helped the transition of the library team into a new library building
Abstract: A year and a half before the opening of the new University library building, how do you prepare three small teams from different campuses to merge into their new work environment, the Luxembourg Learning Centre? How do you empower the staff to take ownership of the new infrastructure and to adopt a new service culture?
The presentation will outline how UX methods used internally can help improve the quality of service and develop a user-centered organisational culture and how important it is to consider the library staff as a user and to consciously conceive and design services for both library users and its library staff.