Testing assumptions about user expectations is key to addressing user needs and engendering satisfaction and library loyalty. Evidence of the experiences and behaviours of our users can come from unexpected, but easily accessible, sources. Using Robarts Library at the University of Toronto as an example we will learn:
- How institutional characteristics inform user expectations?
- What equipment and building use tell us about user priorities?
- Will a Cadillac service deliver the goods for our users or do they just want the basics?
- Are we in the research business or the service business?
User experience projects, guerrilla assessment techniques, re-purposing existing data, looking at LibQUAL results through a different lens and, most importantly, talking to users can give us an accurate picture of what users expect. Meeting user expectations allows us to use limited library resources to garner the impact we want. We’ll also do some analysis of the research on customer loyalty to uncover the elements that really count.
Learning Outcomes:
User experience and guerrilla assessment techniques to confirm or disprove assumptions
Using pre-existing data already accessible within the library
Understanding user characteristics specific to your institution
