User Experience and Wayfinding in an Academic Library

Lee, Seunghae; Dazkir, Sibel Seda

doi:10.18848/2325-1581/cgp/v09i04/38761

Cited by 2 publications

(1 citation statement)

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“…The Library Experience and Access Department of OSUL was created in late spring of 2015 with a vision of creating and maintaining engaging spaces, exceptional service, and superior access. During the early stages of growing this new department, an Oregon State University professor from the Department of Design & Human Environment in the College of Business shared earlier wayfinding studies, which provided a baseline understanding of how difficult it is to navigate the Valley Library of OSUL (Lee & Dazkir, 2015).…”

Section: How Our Concierge Service Got Startedmentioning

confidence: 99%

Personalized wayfinding help: Lessons learned from a library concierge service

Williams

2018

newlibs

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Challenges with wayfinding, or navigation inside a building, can create frustrated and often anxious users. To help alleviate some of these wayfinding issues for users, a large research university's main campus library created a flexible concierge service in the library entrance at the beginning of the Fall 2015 term; staff from all library departments have worked at the concierge station at the start of most subsequent terms. Questions asked at the concierge station that first academic year along with feedback from library staff were analyzed using the constant comparative method. Findings indicated users primarily had directional and technology-based questions. As a result of these findings, multiple suggestions for library service improvements were made, and additional improvements are being considered for future implementation. This paper discusses why a flexible concierge service was created; how it revealed wayfinding issues, thereby leading to changes that improved the user experience; and how the participation of a wide range of library staff in the flexible concierge service can build empathy with patrons. .

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Section: How Our Concierge Service Got Startedmentioning

confidence: 99%