ola 2020accessola2.com/superconference2020/sessions/3frijan31/ola 202… · western libraries ux...

OLA 2020

Turning the UX lens on ourselves: Achieving the dream of a

UX culture

Turning the UX lens on ourselves

Reflection

Takeaminutetothinkaboutaparticularissueandjotitdownonyourpost-it.


Western Libraries UX Team • MatthewBarry,UserExperienceLibrarian

• MonicaFazekas,StudentEngagement&OutreachLibrarian(onleave)

•  DavidFiander,UserExperienceWebServicesLibrarian

•  BruceFyfe,Head,UserExperience&UserServices• MiriamLeslie,UserExperienceLibraryAssistant•  AlisonWetheral,StudentEngagement&OutreachLibrarian

•  SarahWoloschuk,UserExperienceLibraryAssistant


Today’s Agenda•  Intro:Institution&Context•  BuildingtheUXTeam•  OurValues•  BuildingCommunication•  BuildingUXCulture•  What'sNext?


Takeaways

•  TipsandtricksforbuildingadedicatedUXfunctionalteamfromscratch

• Howtoconstructteamknowledgemanagementbestpractices

•  StrategiesforbreakingdownsilosandspreadingacultureofUXacrossanorganization


TheStrategicPlan&OrganizationalRenewal

Institution & Context


BUILDING THE UX TEAM “WhatdoesaUXteamdo?”


Building the UX Team •  Ouroriginstoryandorganizationalconfusionabout"userexperience"

•  Applyinguserexperiencedesignprinciplestoourownwork


The Politics of Contacts


LIVING OUR VALUES (OR TRYING TO) Beingintentionalinourwork:


1)  Failforward2)  Beagile3)  Solverealproblems

UX Group Values


Failureisnotanoption.


“Thosethatcatch,correct,andlearnfromfailurebeforeothersdowillsucceed.Thosethatwallowintheblamegamewillnot.”–AmyEdmonson,HarvardBusinessReview,2011�


Value 1: Iteration Failure is not an the option.

Weiterate.Wefailforward.


Value 2: Be Agile. • TheAgileManifesto(2001)• Customer/userfirst• Collaborationisessential• Keepitsimple


Initiating Planning Executing Controlling Closing

Traditional Project Cycle


Executing

Controlling

Planning

x a billion

Agile Project Cycle


Value 3: Solve real problems

•  Understanduserstories•  Imaginesuccess•  Determinetherootcause


The5Whys:Therobotontheproductionlinestopsworking.1)  Whydidtherobotstop?Thecircuithasoverloaded,causingafusetoblow.2)  Whyisthecircuitoverloaded?Therewasinsufficientlubricationonthebearings,sotheylockedup.3)Whywasthereinsufficientlubrication?Theoilpumpontherobotisnotcirculatingsufficientoil?4)Whyisn’titcirculatingsufficientoil?Thepumpintakeiscloggedwithmetalshavings.5)Whyisitclogged?Becausethereisnofilteronthepump.


Activity Organizeintogroupsof3-4.Shareyourpost-itwithyourgroupmembers.Pickoneissuefromthegroup.Usethe5whysframework(askwhy5times…)Determinetherootcauseontheissue.

The5WhysProcess1)  Collectivelydevelopa

problemstatement.

2)  Askthefirstwhy:WhydidXproblemtakeplace?

3)  Recordallpossiblereasons.Askwhyagainforsub-reasonsandsoon.

4)  Identifyrootcause.

5)  Takeaction.


BUILDING GOOD COMMUNICATION FROM SCRATCH

Howweworktogetherasateam:


Choosing a tool is not the same as developing a plan


Building a communication plan: the process

1.  Determineneeds�2.  Createaplan�3.  Beintentionalaboutusingtheplan�4.  Regularlyreflectandmakechanges�5.  Repeatsteps3and4


DeterminingNeeds:Holdingacommunicationbrainstormingsession


Creating a Plan

•  Whatgoesintotheplan?•  Whatdoesitlooklike?•  Whatdoyoudowithit?


Beingintentionalaboutusingtheplan

•  Committousingyourplan•  Beopenandhonestaboutissues•  Setasidetimeforcritique•  Usetrialanderror


But what about the rest of the library?

Source:https://lotr.fandom.com/


BUILDING UX CULTURE Howweengagethebroadercommunity:


UX Library Lab • WhatistheUXLibraryLab?• Wheredidtheinspirationbehinditcomefrom?


MicroTalks •  Neededtoincreasethevalue&interestoftheUXLibraryLab,buthow?

•  MicroTalks• 20-40minutetalks,followedbyaQ&Adiscussion• TopicsarerelatedtoUXorofgeneralinterest

•  Success?•  Staffareinterested!•  Staffareengaged!


WHAT’S NEXT? OurongoingeffortstobuildUXculture…


What’s next?

•  TheUXCafé•  Alightweightpop-up,weeklyassessmentclinic.•  Promotesquickandeasyuserfeedback•  InspirationfromZoeChao'sarticle,RethinkingUserExperienceStudiesinLibraries:TheStoryoftheUXCafé



What’s next?

•  CommunicatingwiththerestofWesternLibraries


What’s next?

Resources Chao,Z.(2019).RethinkingUserExperienceStudiesinLibraries:TheStoryoftheUXCafé.Retrievedfromhttp://dx.doi.org/10.3998/weave.12535642.0002.203Cline,A.(2015).Agiledevelopmentfortherealworld.Apress.�Denning,S.(2018).Theageofagile:Howsmartcompaniesaretransformingthewayworkgetsdone.NewYork:AmericanManagementAssociation.�Edmondson,A.(2011).StrategiesforLearningfromFailure.HarvardBusinessReview,89(4).Retrievedfromhttp://search.proquest.com/docview/859538882/Hartson,R.,Pyla,P.(2019).TheUXbook:AgileUXdesignforaqualityuserexperience.Cambridge:MorganKaufmann.�Hoogveld,M.(2018).Agilemanagement:Thefastandflexibleapproachtocontinuousimprovementandinnovationinorganizations.NewYork:BusinessExpertPress.�Ohno,Taiichi.(1988).Toyotaproductionsystem:beyondlarge-scaleproduction.Cambridge:ProductivityPress.Ries,Eric.(2011).Theleanstartup:howtoday’sentrepreneursusecontinuousinnovationtocreateradicallysuccessfulbusinesses.NewYork:CrownBusiness.Toyoda,Sakichi.(n.d.)InWikipedia.RetrievedMay32018,https://en.wikipedia.org/wiki/Sakichi_ToyodaSeiter,Courtney(2018).“The5whysprocessweusetounderstandtherootofanyproblem”.https://open.buffer.com/5-whys-process/Serrat,O.(2017).“Thefivewhystechnique.”In:KnowledgeSolutions.Singapore:Springer.https://link.springer.com/chapter/10.1007%2F978-981-10-0983-9_32


Sections Takeaways

ContactUs:[email protected]

• Intro:Institution&Context�• BuildingtheUXTeam�• OurValues�• BuildingCommunication�• BuildingUXCulture�• What'sNext?

TipsandtricksforbuildingadedicatedUXfunctionalteamfromscratchHowtoconstructteamknowledgemanagementbestpracticesStrategiesforbreakingdownsilosandspreadingacultureofUXacrossanorganization


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