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Page 1: New Look: Ensuring that User Needs are met in Library Space
Page 2: New Look: Ensuring that User Needs are met in Library Space

NOT THIS ONE

Page 3: New Look: Ensuring that User Needs are met in Library Space

ARE YOU BEING SERVED?

Page 4: New Look: Ensuring that User Needs are met in Library Space

CONTEXT:THE UNIVERSITYOF EAST LONDON

Page 5: New Look: Ensuring that User Needs are met in Library Space

DOCKLANDS LIBRARY

Page 6: New Look: Ensuring that User Needs are met in Library Space

EXERCISE 1

• WHAT METHODS OR APPROACHES COULD WE HAVE USED TO GATHER FEEDBACK PRIOR TO STARTING

REFURBISHMENT?

• PLEASE ADD ANSWERS TO PADLET

• 10 MINUTES

Page 7: New Look: Ensuring that User Needs are met in Library Space

CUSTOMER FEEDBACK

• NSS, PGTES, PGRES AND ISB SURVEYS

• AD HOC SURVEYS

• PROGRAMME COMMITTEES

• OUT AND ABOUT SESSIONS

• CUSTOMER JOURNEY MAPPING

• SURVEY KIOSKS

• FLIP CHARTS

• ETHNOGRAPHY

Page 8: New Look: Ensuring that User Needs are met in Library Space
Page 9: New Look: Ensuring that User Needs are met in Library Space

KIOSKS

OUT AND ABOUT

Page 10: New Look: Ensuring that User Needs are met in Library Space

CHILDREN IN LIBRARIES SURVEY

Page 11: New Look: Ensuring that User Needs are met in Library Space

CUSTOMER JOURNEY MAPPING

Page 12: New Look: Ensuring that User Needs are met in Library Space

FLIPCHARTS

Page 13: New Look: Ensuring that User Needs are met in Library Space

ETHNOGRAPHY

Page 14: New Look: Ensuring that User Needs are met in Library Space

FROM DATA TO DECISIONS

Page 15: New Look: Ensuring that User Needs are met in Library Space

EXERCISE 2

• IN GROUPS

• TAKE A FEEDBACK PACK AND FIRST INDIVIDUALLY THINK OF WAYS OF ADDRESSING THE CONCERNS

RAISED WRITING EACH IDEA ON A SEPARATE POST-IT NOTE (5 MINUTES)

• IN GROUPS ARRANGE THESE IDEAS INTO THE PREPREPARED GRID

• HOW? ORIGINAL IDEAS THAT SEEM DIFFICULT TO IMPLEMENT

• NOW: NORMAL IDEAS THAT ARE EASY TO IMPLEMENT

• WOW! ORIGINAL IDEAS THAT ARE EASY TO IMPLEMENT (10 MINUTES)

• FEEDBACK THE TWO “BEST” IDEAS

Page 16: New Look: Ensuring that User Needs are met in Library Space

ACKNOWLEDGEMENTS

• IMAGES FROM: PIXABAY (CC0 PUBLIC DOMAIN), UEL AND PRESENTER’S OWN


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