Putting the User First

by Courtney Greene McDonald

User experience is everywhere. From a library’s website to the signage by the elevators, everything contributes to the overall experience of library patrons. Just one simple idea can transform libraries: put the user first. But just because an idea is simple doesn't mean it's easy. How can libraries best identify, implement and evaluate user-driven changes in order to improve physical and virtual services?

The good news is that even small changes can make big headway. “Putting the User First” provides 30 hands-on strategies, activities and practical suggestions to enable the transformation of libraries and library services, along with individual approaches and practices, to a more responsive, effective and user-centered model. These practical strategies are coded for cost, technology, physical space, personal practice and organizational culture to easily identify areas of impact. MacDonald’s work is essential reading for all librarians interested in improving overall user experience.

Genres: Nonfiction, Librarianship

104 pages, Paperback

First published January 1, 2014

Reviews

[Josh Ashing · Rating 3 out of 5]

Create your “why” - Believe that our work is going to make a difference - but only if we pursue our cause with great passion. It is not merely a result of our activity. It is a reason to perform the activity.

“Excellence requires growth.
Growth requires learning.
Learning requires change...
Change is inextricably imbued with risk.
Risk implies that failure is possible, if not likely.
But, Great & Good frontload the risk.”

[Reba · Rating 4 out of 5]

This is an engaging, fun read about a super relevant topic for any librarian seeking to strengthen their library and their program. I love the practicality of the ideas and suggestions, and the fact that it gives so many small action steps and suggestions that you can use even if you aren't ready to wholeheartedly embrace UX. It also gives several resources in case you would like to research any of the 30 strategies in further detail.

[Cara Stone · Rating 4 out of 5]

This was great! Much of the information inside is stuff we already kind of know, but it's presented in a way that makes us more present and aware think of what and why we do the things we do. I'd love to have all the library staff where I work read this, especially since we are preparing for a few important technology transitions. While this is a quick initial read (you can speed through it in just a few hours), I am looking forward to revisiting it to slowly work through it with planning and reflecting in mind. (This first read-through was just to see what the book was about.) The text is very approachable and practical (hallelujah!), and it felt like I was reading a how-to blog like Apartment Therapy (but less guilt-inducing...my home is definitely not as pristine or sleek as anything featured there).

[Amanda · Rating 4 out of 5]

I read this book to prep for a webinar and an online class I'm doing on UX for libraries. I got 4 pages of notes out of it.

A lot of the ideas here aren't brand new to anyone who has been following, thinking about, or doing UX for any amount of time. However, Courtney does the important task of putting it into a context for library staff. All the examples are aimed at academic libraries, so you have to stretch a little sometimes to put it in place for other service populations. There were a few quotes that I intend to include in full in my course this fall because they're so beautifully written and precise.

My main negative experience is that the TOC features icons with no key attached until post-TOC. I was very confused as I tried to figure out what the icons represented. However, I'm chalking this up to the editorial process.

[Becca · Rating 5 out of 5]

My boss requested that I read this book to help me understand some of the philosophy behind a user-experience driven library. So so interesting! I could see how the ideas in the book matched with our philosophy of service. What does it really look like to put the user first? How does it affect your behavior, your priorities, your spending, your investments? The very accessible tone had me smiling at times. I can imagine how easy it would be to sit down and have a conversation with the author.

Some of the advice went far beyond the academic library and was just plain and simple good life advice. I particularly liked the chapter on CARE. Took a picture of that page to remember that the vulnerability of positive emotions is a good thing even when they seem risky and scary.

[Beth Filar Williams · Rating 4 out of 5]

some common sense, and information that we already know, or at least those who tend to think about users first. its a great read for all staff in your library - easy to find one strategy that appeals to a everyone, through a blog like writing style, including reflection and action oriented activities, with well researched but actually experienced content and suggestions.

[Samantha Hines · Rating 4 out of 5]

Easy to read volume with lots of great tips and things to think about as we strive to improve library services.

[Rachel]

Liked the parts I had read so far...we were reading this as a library staff, but have stopped for now.

[Liz · Rating 4 out of 5]

A good primer on basic strategies to think about with UX. More theory practical examples. However, the suggested readings at the end of each chapter are very useful.

[Brittnee · Rating 3 out of 5]

This is not the most comprehensive UX for libraries resource, but it is worth a glance for those interested in the concept.

[Jamie · Rating 3 out of 5]

Loved the fun, conversational writing style.