Getting Everyone on Board | The User Experience

I’m working with the Chapel Hill Public Library (CHPL), NC, on a unique user experience (UX) project, and I’d like to share a bit about it over the next few columns. The project, quite expansive in scope, started in September 2015 and runs though April 2016. During this time, we’re working to improve many different aspects of the library. All touch points are on the table for discussion. Some of our first efforts have included high-level strategic planning: developing a new mission statement, organizational values, and a service philosophy. A small sampling of things we’re studying and improving includes holds shelf location, printing and computers, service delivery methods, collection size, bathrooms, furniture placement, teen services, the website, library lobbies, and telephone service.