Getting buy-in on user centricity Coral Sheldon-Hess LITA Forum, 2013 sheldon-hess.org/coral @web_kunoichi
Getting buy-in on user centricity - LITA Forum 2013
Nov 01, 2014
**First slide note - Slideshare doesn't seem to allow transparent images; I promise the first slide WAS readable for the presentation."
Description from the LITA Forum website:
It isn't a new argument: "The library website is for patrons." "But the people who use it the most are staff! What about our needs?"
This session will start with a presentation, outlining my experience building trust within my library, getting buy-in from (most of) the library's staff, and ultimately developing a plan for the library's web presence--a plan in which website analytics and usability testing with patrons are given primary importance.
The remainder of the session will be a discussion, allowing attendees the chance to share their successes and challenges and to get ideas from one another.
Description from the LITA Forum website:
It isn't a new argument: "The library website is for patrons." "But the people who use it the most are staff! What about our needs?"
This session will start with a presentation, outlining my experience building trust within my library, getting buy-in from (most of) the library's staff, and ultimately developing a plan for the library's web presence--a plan in which website analytics and usability testing with patrons are given primary importance.
The remainder of the session will be a discussion, allowing attendees the chance to share their successes and challenges and to get ideas from one another.
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Transcript
Getting buy-in on user
centricity
Coral Sheldon-HessLITA Forum, 2013
sheldon-hess.org/coral@web_kunoichi
Organizational change
What STAFF wants
What staff wants users to want
Good general practices
Active engagement with users
Active consideration (even for coworkers!)
UX/Consideration Model
What STAFF wants
What staff wants users to want
Good general practices
Active engagement with users
Active consideration
(even for coworkers)
Our level in 2009
Now we’re here(ish)
We’re … getting there
My toolbox•Find common ground
•Haters will hate – and that’s OK
•Stick to general principles
•Build empathy for users
•Be patient & persistent
•Do “pilot projects”
•Prove your expertise
Good news!
60-70%
steady, reliable,but will move with
good reason
settlers
11-15%
curmudgeons
rustlers
3%
can’t handle change
well poisoners
11-15%
early adopters,leaders
scouts
3%
over the horizon
explorers
Also good news
Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.
60-70%
steady, reliable,but will move with
good reason
settlers
11-15%
curmudgeons
rustlers
3%
can’t handle change
well poisoners
11-15%
early adopters,leaders
scouts
3%
over the horizon
explorers
Sell
Tell*
*Unless you can convince a rustler.
Credit: Becky Schrieber & John Shannon, at PNLA Leadership Institute.
Stick to general principles
Get them in their user shoes
•Don’t Make Me Think: A Common Sense Approach to Web Usability (2nd Ed.), by Steve Krug
•Creating the Customer-Driven Academic Library, by Jeannette Woodward
Be patient, persistent, and
consistent
Build trust with pilot projects
“Can we just try it? We can fix it if it doesn’t work.”
(Then you have to actually fix it.)
Prove you’re an expert
Let’s discuss
Photo credits•Cat herding: www.paulandstorm.com/archives/show-094-flophouses-and-cat-herders/, georgetteoden.blogspot.com/2011/12/gracie-bullyproof-teaches-more-than.html, adamsmith.wordpress.com/2008/11/19/10183/, cheezburger.com/2054909696
•UX Chart for Organizations: www.sheldon-hess.org/coral/2013/07/ux-consideration-cmmi/
•Tools: guysthatknow.com/2013/05/31/tools-every-man-should-have/•Agree to agree: www.newgrounds.com/art/view/waldflieger/let-s-agree-to-agree-wallpaper
•**Change chart: Becky Schrieber & John Shannon, at PNLA Leadership Institute. (Hire these people to teach leadership classes! They’re great!) www.schreibershannon.com
•Books: www.flickr.com/photos/lucamascaro/4934854016/, goodreads.com •Stones worn down by water: zazzle.com, www.environmentalgraffiti.com/featured/waterfall-caves-caverns/13402
•Plan-do-check-act: www.kaizen-analytics.com/2011/07/web-analytics-plan-do-check-andact.html
•Web Plan: not available online, but I am happy to share it with you•Four leaf clover: onlyhdwallpapers.com/high-definition-wallpaper/four-leaf-clover-by-shadow-angel-looking-for-desktop-hd-wallpaper-477910/
•Barrel of coffee: imgc.allpostersimages.com/
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