24 · Survey Results: Survey Questions and Responses
Our user experience activities are an integral part of the library’s broader array of assessment activities. Assessment is
seen as a strategic priority both for the institution and the library. Data-driven decision making is essential in a resource-
Piloting assessment for a user-centered library.
Some user experience activities are coordinated through the Libraries’ Director of Planning, Assessment, and Research.
Others are initiated as part of the regular management and improvement of Public Services.
“Student learning” and “community engagement” are two of the main strategic directions of the UBC Library Strategic
Plan 2010–2015. The Assessment Program is designated as one of two “critical enablers” (the other is IT). The
Assessment Ofﬁce and Assessment Advisory Group identify activities and services to support the assessment goals of
the Assessment Ofﬁce, library-wide assessment projects, and unit plans at the branch/division level. In addition to the
third LibQUAL+® survey of 2010, the library user experience has been the focus of at least a dozen smaller assessment
projects in the last year (either completed, or in progress), including projects to redesign user spaces, improve the library
website, and provide better access to collections. Results of the LibQUAL+® 2010 survey have been shared with public
service managers, management committees, and with library staff in open forums.
The BC Libraries are in the midst of signiﬁcant change related to the User Experience. Many of our current initiatives
stem from our deep and wide discussions of our organizational culture. These discussions allowed us to really examine
how we deploy all the resources (Web, desk, services, etc.) where users interface with us. The library continues to look
at ways to improve the user experience—including building renovations and space allocation, student assessments of
The library’s user experience activities help to highlight the efﬁciency of the varied services offered to students as well
as to identify those services that are not as effective in meeting users’ needs. “Ineffective” areas are reported and acted
upon by the senior staff so that they can be redressed to meet user needs. Within the broader array of assessment
activities, user experience problems are taken seriously and are focused on to ﬁnd a solution.
The Penn State Libraries assesses users’ evaluative feedback on online and physical services, including the libraries’
website, special outreach programs, and reference and instruction initiatives. These assessments complement the
libraries’ broader array of assessment activities by showing the impact of the libraries’ collections, resources, staff, and
services on library use and user satisfaction.
There is at most only a loose coupling in that I am responsible for both assessment and building our UX culture (and
assessment culture). I think at this point we are looking at designing and implementing the UX concept outside of our
more traditional assessment activity. I would hope that we can get to the point where we could begin to assess the
impact of our UX, but before we can evaluate the library experience we have to deﬁne it, design it, and integrate it
into our practice. Even UX experts struggle with assessment matters, because it is difﬁcult to assess how much impact
the experience has on community members. But we can perhaps assess this in other ways, perhaps more traditional
satisfaction surveys, focus groups, and ethnographic methods.
There is strong collaboration between Management Information Services (MIS), UVa Library’s general assessment
ofﬁce, and the User Experience Team, which does more targeted user studies. A faculty member of MIS serves on the
UX Team and serves as convener of the User Requirements/Usability Community.
They are a regular part of the assessment activities.
They are an integral part of our assessment activities. Our assessment librarian spends 20% of her time in the User
Experience Group and helps coordinate user experience activities with other assessment activities.
They are an important component, since responding to users’ needs is a core value of the organization.