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Empathy, Assessment, and Improvement:

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by

Justin Cronise

on 4 May 2017

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Transcript of Empathy, Assessment, and Improvement:

Empathy.
Who participates?
Work Like a User Day: The basics
1. The experience / essential tasks
[~1 hour]

2. The UX-based assessment survey
[~10 minutes]

3. The discussion and follow through
[1+ hours]
Empathy, Assessment, and Improvement:
UX in practice with Work Like a User Day
Justin Cronise

The experience
What are the essential tasks that users do at [my] library?

Observe.

Ask.
"Carry your stuff"
Teachers/Faculty
Community members
Librarians
Clerks
Insiders
Outsiders
Assessment survey: UX-based questions
Building
Services
Signage &
Wayfinding
Furniture
Website
Technology
The library provides a comfortable atmosphere.
The library building and facilities are clean.
The library building is accessible.
The library building is free from clutter.
The library building supports diverse behaviors.
Library spaces are visually appealing.
Study rooms are clean and comfortable.
Study rooms are available when needed.
Marked "Quiet areas" are quiet.
First time visitors can easily locate all parts of the library.
Signage is helpful for navigating the library building.
Different types of signs are visually distinct.

Library website is easy to navigate.
Library website content is engaging and written for the web.
Library website works well on all devices.
Library computers are conveniently located.
Library computer workstations are comfortable for extended study.
Software on library computers meets student needs.
Power outlets are easily accessible.
Furniture adequately supports user needs.
Furniture is comfortable.
Service desks are clearly marked.
Service desks are conveniently located where students need assistance.
Service is consistent across departments.
Policies
Signage clearly communicates policies.
Regulatory signs are written in a plain, polite, and friendly manner.
Assessment.
Improvement.
Questions
Responses
Identify opportunities
Some guiding principles of UXD
You are not your user. The user is not broken.

A good user experience must be easy before it can be interesting.

Building a good user experience requires:
Research
Empathy

Good user experience design is:
Universal.
Intentional.
Holistic.

The Brainstorm
Tools & Techniques
Observation
User interviews or focus groups
Journey mapping
Usability testing
Content audit
Rapid prototyping

Comments
UX in Practice with "Work Like a User Day"
...and follow-through
Common problems at ECC
Tech - printing, log in, guest access
Furniture - uncomfortable &/or dated
Signage & wayfinding - many paper signs taped to every surface [walls, desks, shelves, computers, etc]
Clutter
Policies (commonly taped on surfaces)
Services and "desk confusion"

DIY Work Like a User Day
Step 1: Adapt list of "essential tasks" for your users
Step 2: Complete the tasks on the worksheet yourself
Step 3: Share the experience with others
Step 4: Adapt and complete the assessment survey
Step 5: Analyze results to identify problems / opportunities
Empathy
Assessment
Improvement
Step 6: Discuss and brainstorm to identify specific solutions,
projects, and initiatives
Step 7: Assign to individuals or groups to follow-through.
Full transcript