User Experience in Libraries

Last month, the new Darien Library in Connecticut was opened to the public. With the bad news about libraries laying off staff, cutting hours or closing, it's good to hear about a library opening. Based on the article in Library Journal, Darien Library's blog, pictures and the opening day video, the library sounds and looks pretty amazing.

What's also amazing and interesting is the creation of a user experience department. According to Darien Library's blog post, the User Experience Department is "primarily concerned with the experience of the Darien Library user, drawing from the successes and failures of human-to-technology interface design. Usability, aesthetics, community, collections, and customer service are the key tenets of this user-centric service initiative."

That is exactly what I learned about and did as a collaborative research project in the People-Centered Methods and Design class that I took last year. The course is based on a project of your own choosing. You can work on the project by yourself or with another person. It's more of a seminar than a lecture-type course. Highly recommend it for those at Pratt SILS. Here's the course description.

It's important that the user is at the center of library services or any service. I think it's a matter of seeing things from the user's perspective. Of course, there are factors like age, language, etc. to consider. Sometimes users have to jump through many hoops to complete a task (for example, make a photocopy). The task of making a photocopy which probably can be completed in a few minutes could turn into something that can take up to 15 minutes or more because the user needs a library card with money (value) on it in order to make a photocopy. Is it really necessary? Can there be no other options?

Take a look around you and see how people are using service interfaces, library-related or otherwise. Are they completing what they need or want to get done? How long does it take them? Do they look satisfied, frustrated, confused, etc.? Let me know - I would like to hear about your observations and experiences.

So what do you think about the Darien Library and its User Experience Department? Anyone up for a field trip to Darien, CT?