understanding your users or what the @*%$ do they really want?

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Understanding your users Or Sandy Buchanan

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Page 1: Understanding your users OR what the @*%$ do they really want?

Understanding your users

Or

Sandy Buchanan

Page 2: Understanding your users OR what the @*%$ do they really want?

Coming up in today's episode...

• Gathering feedback

– Surveys

– Observation/ UX

– Work/ Stats

• The reference interview

– What it is

– How to do it

• with fun and exciting activities!

• and pictures of a cat, a dog and a guinea pig

Page 3: Understanding your users OR what the @*%$ do they really want?

You will be judged...IM

G_6079 b

y B

randon O

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reativ

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mons. F

rom

Flic

kr

Page 4: Understanding your users OR what the @*%$ do they really want?

We're librarians- and we worryM

e, W

orrie

d? b

y G

reeblie

2008

Page 5: Understanding your users OR what the @*%$ do they really want?

Three Forms of Feedback

Page 6: Understanding your users OR what the @*%$ do they really want?

Je ne parlez pas le Library

Page 7: Understanding your users OR what the @*%$ do they really want?

Please enter your destination

Page 8: Understanding your users OR what the @*%$ do they really want?

No cake for youS

lice o

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on p

oppy c

ake b

y M

aggie

Hoffm

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008. C

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Page 9: Understanding your users OR what the @*%$ do they really want?

Catching your guinea pigsLittle

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reativ

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ttributio

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Page 10: Understanding your users OR what the @*%$ do they really want?

A Matter of TimingP

rague A

stro

nom

ical C

lock, 2

013

Page 11: Understanding your users OR what the @*%$ do they really want?

Record and Retain

Page 12: Understanding your users OR what the @*%$ do they really want?

Survey

Page 13: Understanding your users OR what the @*%$ do they really want?

Spreading the word

Page 14: Understanding your users OR what the @*%$ do they really want?

Branding

Page 15: Understanding your users OR what the @*%$ do they really want?

Fun Activity No.1

This first exercise is about some of the issues around 'thinking like a student' and some of the advantages of observation as a method.

And I'm afraid it involves drawing

You don't have to draw if you're embarrassed; and I do need a few volunteers who won't be drawing.

But be warned, they don't necessarily have the easier job!

Page 16: Understanding your users OR what the @*%$ do they really want?

Observe/ UX

Page 17: Understanding your users OR what the @*%$ do they really want?

Natural Habitats

Lots

of P

enguin

s, b

y B

rian G

ratw

icke

, 2012

Penguin

Pool b

y L

indesey

Dra

ke/ B

erth

old

Lubetk

in/ T

ecto

Sheffie

ld H

alla

m U

niv

ers

ity. P

hoto

gra

phed b

y A

rron T

ann

Page 18: Understanding your users OR what the @*%$ do they really want?

As others

see us

Page 19: Understanding your users OR what the @*%$ do they really want?

Washing Machines

Page 20: Understanding your users OR what the @*%$ do they really want?

Work/ Stats

Page 21: Understanding your users OR what the @*%$ do they really want?

Communicate

Page 22: Understanding your users OR what the @*%$ do they really want?

The Blue Bird of Fiery Retribution

Page 23: Understanding your users OR what the @*%$ do they really want?

Questioning the Question:

the reference interview

Page 24: Understanding your users OR what the @*%$ do they really want?

Fun Activity No.2

So, do you have any horror stories?

What is the most stupid/ inane/ pointless/ unanswerable/ difficult question You've ever been asked?

And now we've done that, what made those questions so tricky?

Page 25: Understanding your users OR what the @*%$ do they really want?

What's a reference interview?

Illustration by Sidney Paget, for the Sherlock Holmes story The Boscombe Valley Mystery by Sir Arthur Conan Doyle

Page 26: Understanding your users OR what the @*%$ do they really want?

But will I ever play the violin again?

Page 27: Understanding your users OR what the @*%$ do they really want?

A Simple Question

Page 28: Understanding your users OR what the @*%$ do they really want?

Where are

the

journals??

Do they

want

recent

journals, or

older

materials?

Journal

Collection

Stack

But wait...

aren't there

specialist

journal

collections?

Law

TESOL

Languages

Although maybe

they really wanted

newspapers after

all ...

But we've

also got

electronic

journals...

In fact, we've

got FAR

more

electronic

journals.

So do they

mean those?

Any journal

article on

the subject,

or one

article in

particular?

Can we

find the

article in

question

on the

discovery

tool?

If we can't

find it, do

we need to

use a

specialist

journals

database?

Fire up the

subject

guides!

If we can

find it, does

it actually

do what the

student

needs it to

do?

If we find it, but we

don't own it, can we

get it through

Document Supply?

Nope. Still

can't find it.

Is the

reference

they have

right?Is the

reference

even for a

journal

article?

Could it be a

book

chapter, for

example?

Where did the

reference come

from?

Oh, so your tutor gave it to

you?

Right, let's try and figure out

what they really meant....

Sigh heavily, and

try to find out if the

assignment has

any further

requirements that

might help.

"...on a really

broad topic ,

wholly unsuited to,

and

unrepresentative,

of, journal

searching."

"My tutor told

me to find a

journal

article..."

"I want to find

a journal

article in

British

Standards"

"...but has

neglected to

tell me what a

journal is"

Ah. Do they

actually know

what a journal

article is?Emergency

Information

literacy!

Do they know

how to find

journal articles

on the discovery

tool?

They don't?

Do they know how

to find anything on

the discovery tool?

Is the subject one

well-supported by

the discovery tool?Do they need to use

the journal

databases on the

subject guides?

"What's a

subject guide?"

Which

subject

guide?

Which

database?

Has does this

crazy database

even work?

Hmm, this is a big job

.

Maybe a one-to-one's

in order....

Page 29: Understanding your users OR what the @*%$ do they really want?

Fun activity no.3

So, you saw how many different directions a simple question like "Where are the journals" can head off in.

So how many different possibilities are there for:

"I can't log in"

Get into teams, grab your post-its and go!

Page 30: Understanding your users OR what the @*%$ do they really want?

Danger Signs:

Under the Surface

Cro

codile

near J

aco

, Costa

Ric

a ©

Mik

e B

aird

, 2007. T

aken fro

m F

lickr

Page 31: Understanding your users OR what the @*%$ do they really want?

Draco Dormiens Nunquam Titillandus:

Beware of the Librarian

Page 32: Understanding your users OR what the @*%$ do they really want?

Can I help? Can I? Can I? Can I?Labra

dor R

etrie

ver ©

Eduard

o M

illo, 2

00

7, fro

m F

lickr

Page 33: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Welcome:

– Hello!

Page 34: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Overview:

– So what's up, dude?

Page 35: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Reassurance:

– It's okay to ask

Page 36: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Initial answer:

– Your answer is X, but also...

Page 37: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Confirmation 1:

– Before I go any further, I am

about to do the right thing, aren't I?

Page 38: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Intervention:

– [Actually sorting out the issue]

Page 39: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Confirmation 2:

– Has that solved your issue?

Page 40: Understanding your users OR what the @*%$ do they really want?

Parts of the Reference Interview

• Finish:

– So that's what you do next time.

TTFN!

Page 41: Understanding your users OR what the @*%$ do they really want?

Open Questions:

I Need a Bit More to Go on ...D

esert R

ipple

s ©

Pedro

net, 2

011, fro

m F

lickr

Page 42: Understanding your users OR what the @*%$ do they really want?

'Satiable Curiosity

"I keep six honest

serving men

(They taught me all I

knew);

Their names are What

and Why and When

And How and Where

and Who."From 'The Elephant's Child', from the Just So

Stories by Rudyard Kipling

Illustra

tion b

y J

oseph G

leeson fro

m 1

912 D

ouble

day e

ditio

n o

f Just S

o S

torie

s, c

ourte

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f New

York

Public

Lib

rary

Page 43: Understanding your users OR what the @*%$ do they really want?

Closed Questions:

Multiple Choice

Page 44: Understanding your users OR what the @*%$ do they really want?

Checking the Question:

That's Not My Teddy Bear!

© H

oria

Varla

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© S

teve d

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mily

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nchfie

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© A

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vanson

Page 45: Understanding your users OR what the @*%$ do they really want?

Any Questions?

Creative Commons and Public Domain images thanks to Flickr, Wikimedia Commons., SHIMMER and my own photos.