Staff Expertise Makes A Difference

If there was one thing you wish everyone in your community knew about the library that you believed they needed to know – and didn’t – what would that be?

That you had hundreds of thousands or even millions of books from which to choose? That you had private study rooms and seven different types of chairs and desks? That an interlibrary loan article can be had within 24 hours? All good things for community members to know, but I believe the answer would have little to do with those material resources and everything to do with your staff.

I want our students and faculty to know that our staff members have expertise to help them save time by reducing the effort spent searching for the content. Then they can better invest their time in study, analysis, writing and completing their knowledge products. Whether we are referring to a librarian subject matter and research expert or a staff member who can help find just the right video segment, the core of the library experience – the product we can deliver – is staff who make a difference with their expertise.

Where the experience is most apt to suffer is when staff members lack the appropriate skills and fail to adequately meet the information needs of the community member. This is a significant problem in the retail sector because if the store representative fails to answer the customer’s questions there is a loss of confidence.

In response the customer is likely to look elsewhere, mostly online, for the answers. If and when they are obtained, an online sale will likely follow. Thinking back to the Great Retail Shopping Experiences of North America, one of the most significant customer expectations was “executional excellence” which means:

Having product knowledge and the ability to patiently explain and advise while providing unexpected quality

So what are brick-and-mortar retailer’s doing to prevent the loss of sales to online competitors? Two words: staff training

That sounds like an old, time-tested concept. If staff are expected to gain the expertise needed to achieve executional excellence then the experiential leadership must develop and implement an effective staff training program.

This is critically important for those retailers owing to the showrooming behavior of consumers. According to research shared by Knowledge@Wharton in their post on “Want to Stop Retail Showrooming? Start Training Your Staff“, physical retailers need to offer sales expertise at a level that simply is beyond anything online sellers offer. Four things matter most:

* highly visible staff that are eager to help
* staff that are highly knowledgeable about the products
* staff are able to immediately deliver what the customer wants
* transactions that proceed smoothly with minimal wait time

Among these four things the hardest to control for consistent quality is highly knowledgeable staff. The post goes on to explain how even a limited amount of staff training can lead to increased productivity and improvements in the service experience.

The lead researcher, Marshall L. Fisher, professor of operations, information and decisions at Wharton, believes the value of staff training goes beyond helping retailers challenge showroomers:

I think it’s broader than just retailers. I think it applies to lots of service industries, that if you have an associate who is dealing with one of your customers, you want that person to be talented and engaging. And you want that customer to have a good experience.

From his team’s extensive research on the impact of training to improve staff’s executional excellence Fisher concluded:

If your sales associates are well-trained and can answer customers’ questions knowledgeably, that’s one weapon in your arsenal against showrooming. I think customers often times don’t intend to showroom, but end up shopping online because they get better information online than they’re getting in the store. Retailers can defend against that through better training of their sales associates.

Many library staff find it off putting to think of themselves as selling anything and would hesitate to take away lessons learned from research on retail sales associates. But time and again I hear library workers gripe about community members who are unaware of all the services and support the library offers. Yet those same members are intimately familiar with ways to obtain information via online Internet resources. Perhaps we would do well to think of ourselves as sales associates with something much better to offer our community members.

Our problem is somewhat different. We need to get community members into our showroom so we can show them what we can do for them and all that we have to offer. What’s similar is that executional excellence can be the key to turning a community member into a passionate library user who has established an emotional connection with us.

Let’s not underestimate the value of providing the training needed to develop staff who are truly the information experts in the community. When we do encounter community members at any library touchpoint, we can’t afford to lose a single one because we failed to demonstrate the high level of knowledge about our products that community members expect to receive when they shop or receive a service.

Start Your UX Journey By Fixing What’s Broken

I try not to be a badvocate. When it comes to having a good user experience, I realize that any organization where I shop, dine or patronize can have a bad day. If as consumers we are generally enthusiastic about the quality of an experience over time, and we demonstrate that with our loyalty, we can overlook a misstep.

Where we’re less tolerant is with something that’s just plain broke. Like the self-service terminal in my supermarket that is supposed to print a coupon that’s customized to my shopping habits. It’s a great idea, but if it fails to work then it just diminishes the entire experience. Here’s what surprises me though. It’s so obviously broken that I am puzzled as to why no store employee has taken responsibility for getting it fixed. It must be a case of what Seth Godin calls “It’s not my job.”

Eventually I complained. I’ll see it if makes a difference. The managers are usually good at problem resolution so I expect it will be fixed the next time I am there. But I hope they’ll be asking the same question I have. Why didn’t someone take responsibility? Whose job is it to fix what’s broken – even if it’s the piddling coupon printer? And by “fix” I don’t mean getting out the tools and taking the thing apart to find out what’s wrong. I mean accepting ownership of a problem and taking action to get that problem solved.

When we first started having conversations about the user experience at our library quite a few years ago the first thing I did, to get staff engaged in the discussion, was to provide a group viewing of Godin’s classic “This is Broken” presentation. Not only is it entertaining – who doesn’t laugh out loud during that “It’s Not My Job” segment – but it really makes it crystal clear to all of us how easy it is for everyday operations in our libraries to break and remain broken for all seven of the reasons that Godin shares. It’s a great lead-in to a discussion about what’s broken in our libraries and how it degrades the quality of the user experience.

And it left an impression. Staff decided to organize a “What’s Broken Team”. It led to a list of issues that needed our attention. Some were equipment or furniture related, others targeted patron processes that were just as broken as a restroom toilet that doesn’t flush. Did we fix everything? No. Did we get better at paying attention to stuff that breaks? Yes. It sounds simple enough, but for many library staffs paying attention to what’s broken, and doing something about it, can be the start of a journey on the road to a library that offers, by design, a better user experience.

My hope is that more of us will establish or adhere to some set of “community member quality of life” principles that establish the value of intolerance for broken things – be they water fountains that have no water, photocopiers that don’t give copies, or staff workflows that work for staff but create hassles for community members.

I don’t know if the folks who work at my supermarket have ever watched the Godin video, but my guess is they haven’t – and doing so would be a great learning experience. I just may mention that to the store manager.

Designing For a Happiness Experience

We make a few assumptions about what it means to have a good user experience. It should be memorable (or at least enable us to have what we think is a good memory). It should be unique and inspire loyalty. We’d also like our best experiences to leave us with a feeling of delight – that something special has happened. Call it happiness.

In an prior article I contemplated whether libraries could provide a happiness experience. Examining the happiness research and results of Pew Research on how libraries contribute to overall positive feelings among community members, I concluded that it’s likely that library users are more productive, engaged and fulfilled members of their communities. Given that the happiness research points to life’s more mundane, everyday experiences as our most satisfying ones, that also suggests the library can be a contributor to the happiness of its users.

In the non-library world of design there is less conversation about designing for happiness. To gain some perspective on what it means to design for happiness several corporate designers came together at the 2016 SXSW to explain how their organizations design for happiness – and what the involves. The organizer of the event Designing Happiness, Mark Wilson (a contributor for Fast Company), wrote about the program and the speakers who shared their approach to designing for happiness.

Here are a few of the insights the panelists shared:

* These experts all believe their brands are based on designing for happiness as a starting point – not an afterthought.
* Design the happiness experience around three parts: anticipation; experience; memory
* Create a “high” moment and an “end” moment into the experience – that’s what is most likely to be remembered
* Offer a portal into the experience as a transition from other routine experiences (a “crossover”)
* Avoid bureaucracy at all costs; empower staff to intervene as needed to deliver the happiness
* We are cognitively pre-disposed to appreciate and remember surprises; design in good surprises and make sure bad ones don’t happen
* People are happiest in environments designed for their needs
* Put effort into the optimal way to leave people with a “kiss goodnight”; a happy ending turns a mediocre experience into a memorable one
* Let people hug a puppy – no one can cuddle a puppy and feel anything other than happiness (great idea but seriously impractical)

I do think that our libraries can replicate the type of experience that delivers happiness. Granted, it’s not the same as the experience at a vacation resort or upscale gym. It could depend on the library experience. A research librarian could design a consultation experience around anticipation, experience and memory. Start with an email exchange that builds up the anticipation. Use personalization to provide a research-challenged student with a unique experience. Make sure there is a strong ending to the interaction that may lead to a relationship and future consultations. Offer a surprise – what’s all that library swag for anyway.

Libraries will never be Disneyland, but perhaps we can be the one place in the community that delivers the happiness experience on multiple levels by altering someone’s perception about the library as a dull, painful experience. With some design thinking, we can make that happen. Puppies would certainly help – but we’ll have to manage with therapy dog days.

Is Anyone Emotionally Connected to a Library?

Why should librarians care about designing a unique, memorable and differentiated user experience for their library?

I can think of a few reasons. We want the experience to go well. We want people to connect with something, be it a resource, space or person, that resolves their need with the least amount of friction. We want the experience to be high fidelity.

Those are all good reasons. It could do more than just leave a community member feeling good about their visit to or interaction with the library. It could lead to more intensive engagement with the library or some positive word-of-mouth buzz in the community. Is it possible to have the experience create an attachment with the library that goes even deeper than good feelings? Can community members establish an emotional connection with their library?

Possibly. The answer may lie in better understanding how people get emotionally connected to brands.

Consumer research demonstrates that building an emotional connection is a level of experience that transcends awareness, satisfaction or even loyalty. Some experience researchers refer to that as a Level Three experience. While this level of engagement is desirable, it’s unlikely that all of those who know the brand and engage with it will reach a state of emotional connection.

In their article “What Separates the Best Customers from the Merely Satisfied” Scott Magids, Alan Zorfas and Daniel Leemon discuss how consumers who are emotionally connected with brands are far more engaged and of greater value to the success of a product or service than those who merely express satisfaction with the brand. How do they know the difference between someone who is satisfied versus emotionally connected. Here are some signs of emotional connection with a brand:

* that brand resonates with an individual’s deepest emotions
* that brand makes the individual feel differentiated from the crowd
* that brand contributes to the individual feeling like the person they want to be

To arrive at these findings the authors developed something called the “Emotional Connection Score” (ECS). It measures the share of a brand’s customers who are fully emotionally connected to that brand. The authors measured the ECS of 39 different brands across a number of different industries. This involved analyzing the buying behaviors of thousands of consumers of the brand. For a more complete explanation take a look at the authors’ long-read article.

Taking a look at the study results, displayed in a chart, raises some questions. I can see why consumers may be more emotionally connected to the BMW brand than the Toyota brand, given the much higher investment and quality difference with the BMW. The difference between Starbucks and Dunkin Donuts is more puzzling. Starbucks is well known for the design of their user experience yet Dunkin Donuts has a slightly higher ECS. You would think that the Starbucks experience would generate deeper emotional connection. What does Virgin Airlines do to make it a standout in the airline industry? Southwest, I would think, has the most emotionally connected customers. Perhaps free bag checks creates satisfaction but not emotional connection.

The authors do make the point that the study and science of customer emotions is relatively new, so there is much more to learn. One takeaway of more immediate interest for user experience librarians is that customer satisfaction is not necessarily telling the whole story. It may be good to know that community members express satisfaction – as they often do in standard surveys – but we may want to move beyond mere satisfaction to emotional connection. To do that we need to learn more about the ECS score and the strategies for building emotional connection.

Perhaps we need to learn more about our community members who show all the signs of being emotionally connected. Their appreciation of personal assistance, access to technology or just the books the love to read can easily transcend satisfaction. They may actually talk about how much they love their library. When the library budget is endangered and services may be lost, those are the members who will fight for preserving the library’s resources. In the past I referred to these members as “library superusers“. Perhaps that’s another way of identifying an emotional connected library user.

The challenge for librarians is creating the systemic experience for community members that leads to the state of emotional connection. In the search for meaning user experience metrics, perhaps an Emotional Connection Score is what we need.

UX Librarians – More Than a Trend

Here is another profile of a User Experience Librarian. I first became acquainted with Debra Kolah, User Experience Librarian at Rice University, several years ago when she invited me to visit with her and colleagues at Rice University – just ahead of my visit to Texas to speak at the Texas Library Association Conference about library user experience design. At the time I was incredibly impressed by the progress Debra had made implementing UX into the library culture at Rice in a short time as the UX Librarian – a new position for the library. In this guest post Debra tells us more about her evolution as the UX Librarian and the impact it has had on the Fondren Library at Rice University.

When I graduated from University of Texas in December of 1995, with my MLIS, I had no idea that 20 years later, the focus of my librarianship would be “user experience.” I had written a paper in library school that required I go out and interview physicists and physics graduate students about how they were using the internet, but that information was never tied back to what services might be developed for them, or how to scaffold what they were doing into the architecture of library tools. The experience of the user was not a consideration for librarianship in terms of how to improve interfaces, or how to decrease frustration, or how to deliver better services.

Fast forward to December 2009. I was one of three science librarians when my job title changed to the new position of UX librarian and a sign saying UX Office was put on my door. I have worked over the past few years to develop a UX practice in our library that permeates the building. My goal is that we don’t do a project without thinking about how we can incorporate user research or usability testing into it.

The library profession has a clear understanding of what work a subject librarian should be doing, but the work of UX is still being developed. Maybe one UX Librarian does only work around the digital—testing users and improving the website or LibGuides. Maybe work is done at a higher framework level-user research to guide creating new workflows for services.

Focus groups, surveys, usability studies, embedded librarianship and ethnographic studies are some of the tools used to gather data and anecdotal information about the user experience.

Last summer a big project at our library was renovating new study rooms–focus groups of students determined furniture and artwork decisions, and the internally-programmed room reservation system was tested, retested, and improved. So, from every aspect of the study room experience, the User Experience office helped get student input to improve the experience, and deliver one that met user needs.

Inspired by hearing about the use of GIS to understand space utilization in a library at a CLIR workshop, our GIS department undertook a similar study that helped inform furniture renovation decisions for a renovation that is underway to create an expanded information commons on the first floor of our library.

The UX Office at Fondren strives to create a holistic, user-centered, innovative approach to service design for virtual and physical spaces, as well as, digital and physical collections. I have done smaller projects outside the library along the way as well, especially a great project with the American Mathematical Society (Robert Harington), and another one with Ebsco (Kate Lawrence).

This summer’s big project expanded the thinking of the UX Office. My university is thinking about a new learning management system, and my office is getting to do the usability testing for the project. A university project. Outside the library.

UX in libraries continues to grow past being a trend, and is truly becoming part of what many libraries do on a daily basis. But, there are still many challenges. Do libraries need a UX Librarian or a UX department? Just two weeks ago the UX Office at Fondren expanded with the addition of an amazing new professional, Amanda Thomas. Now, after so long, I am envisioning that our work documentation will improve, and we will be able to do more projects! Much of our approach will be entrepreneurial, seeking to be included and utilized on projects. Our new team, including a wonderful HCI graduate student, gets to work together to brainstorm, analyze data, and imagine the future. I managed UX alone as a department of one, but it is much more fun and effective with a team!

Envisioning the future from the user perspective helps us to create the most amazing experiences possible; I feel the electricity of possibility. It has been exciting to see Weave: Journal of Library User Experience http://weaveux.org/ come into the UX librarianship world, the first peer-reviewed journal for us.
And I just reviewed an article for another library journal that was on user experience, so we see the threads continuing to develop.

Study Room Reservation System (Spring 2014) Kolah, Debra, and Mitchell Massey. “Get a Room: The Birth of a New Room Reservation System at Fondren.” News From Fondren. Fondren Library. Vol. 24, No. 1, Fall 2014.
Study Room Renovations (Summer 2014) Kolah, Debra. “New Wave of Study Room Renovations.” News from Fondren. Fondren Library.

Debra Kolah is User Experience (UX) Librarian in the UX Office at Rice University in Houston, Texas. She is a member of multiple divisions and currently serves as Chair-Elect of the Physics-Astronomy-Mathematics Division. Many thanks to Debra for sharing a profile of her work as a UX librarian and the value she brings to her institution as a designer of better libraries. If you are a UX librarian and you’d like to share your profile and let others know about your UX work, feel free to get in touch with me.