Connecting the Dots: Improving user experience through continuous feedback and action

Understanding user needs and meeting those needs is critical to building services for your students. However, too often we talk about usability testing, analytics and other methods of assessing user needs without connecting them to existing goals, processes, and services. Often we use usability as code for improving the website, but feedback from students can inform everything from how they access online resources to whether they are learning what they need in legal research classes.

Usability studies and analytics (user experience) are great tools, but how do we use them to inform strategic decisions, influence stakeholders and administrators, and fit them into existing processes and procedures?

In this program we will discuss:

1. User experience feedback as integrated throughout student interaction with library services (online, in person, in class, outside the library).

2. User experience feedback as a driver for strategic decision making and a tool for making friends and influencing people.

3. User experience feedback as integrated with existing library processes and procedures such as web development, instruction and reference service planning, and other services.

Slides: 

Data Handout.docx