Adding Useful Friction to Library UX: Ideas from UXLibs Workshop Participants

Post-its with ideas on adding friction

At this years UXLibs conference, I led a workshop on adding useful friction to the library user experience. I’ve already posted my text of the workshop, but I told the participants that I also wanted to share the ideas that they came up with during the course of the workshop. The ideas were generated around three themes:

  • friction for users, with a goal of helping those same users
  • friction for staff, with a goal of helping users
  • friction to improve inclusion in the library

What is below is verbatim, as much as I could decipher, from the post-its. There’s seems to be a combination of examples of bad friction and ideas for good friction. If you were a participant and would like to correct or flesh out what’s here, please get in touch!

Here are all of the responses from both workshops, in no order at all:

  • Remove desk or make it a low height only
  • Lower the circulation desk or remove it altogether
  • Users: appointments (promote other options first, Books/resources)
  • Giving the article rather than showing to find the resource
  • Answer questions instead of showing how to do it
  • Wayfinding no.1 enquiry — looking at it with fresh eyes
  • Staff want to put passive aggressive posters everywhere
  • Toilet sign / Not a key — Gender N.
  • Have the students suggest furniture in the library
  • A room with a computer and a loudspeaker where the patron can hear what is on the screen
  • Clickable text where a loudspeaker symbol shows you that you can hear what is said
  • Wayfinding signage / Posters — loads of / passive aggressive
  • Enforced preview when editing web pages
  • Put forms through web group to ensure they’re not excluding
  • When they click around one website
  • When they order on shelf items
  • When they order articles
  • Making them having coffee with other departments and teaching staff
  • Making them walk across campus to use another office
  • Making them use the public spaces one hour a week
  • You haven’t used Library Search for a while – do you need some tips?
  • Get rid of printed self-help so staff have to promote online self-help
  • Friction to help people understand the space they’re in
  • Helping new users find books (when they want it!)
  • Multi-language at entrances and around
  • Remove classification systems!!
  • Inclusivity check before things are published
  • Remove search term suggestions databases
  • Remove phone, e-mail, etc. from the info desk (anything that isn’t talking to students)
  • Giving more options for reference help – all hours of the day, off campus, offline, etc.
  • Change the quiet reading rooms with the group rooms every week
  • Have staff meetings at the group study areas/rooms
  • Put the check-out machines on the top floor
  • Wary of pop ups but what if pop has the answer
  • To slow down scanning of web pages — part scan and leave just prior to achieving answer
  • Pop up box: “Sign in to get: full text, saved search, e-shelf, etc.”
  • A confirm button when adding manual charges to accounts
  • All A4H staff to be fully trained!
  • Had thought of reducing page options/text but could friction be added another way?
  • When they order interlibrary loans
  • We added friction to subj guide BUT — super friction -> no control for subj lib. Therefore like the less friction idea presented by Shelley
  • Pop up on self-issues: Your books will auto-renew for “x” weeks but may be recalled
  • Are you sure? Deleting records from Endnote web
  • EMS Editions: Removing assets
  • Exhibition gallery: interactive screen
  • Event submission
  • Feedback forms
  • Find a book / study space blindfolded?
  • Stop them from using terms and phrases that people don’t understand
  • Test all changes to web page on real users, especially extreme users
  • Plain language checkers for web content
  • Highlighting research consultations over guides + DBs
  • Declarative signage: “You are on the (blank) floor, (blank wing)”
  • Website style guides
  • Push back on academic staff to upload accessible teaching materials to VLE
  • Making ILL request — have you check whether this is in library? (?)
  • Encourage use of learning technologies, but also provide analogue alternatives
  • Provide alternative signage options (multiple alternatives)
  • When entering study zones -> be aware of conditions expected in space
  • Links that take users to Arabic page rather than going back to main page
  • Allowing males to borrow / use the library during female hours
  • Having box to return the books used inside the library
  • Having a shared online spreadsheet if they would like to have someone to cover their desk hours rather than emailing
  • Did you know? pop ups on library websites
  • iPads out intermittently to draw attention
  • Having to meet with a librarian
  • Signage (or something else!) that prompts new students to consider using Library catalogue before trawling the physical shelves
  • Helpdesk would benefit from friction when students make initial enquiries re: Learning Difference Support (e.g. Dyslexia) — In my Univ Lib they are required to ask about this in an “open” queue without any confidentiality!
  • Near shelves potential redirect to lib cat
  • On entry to help students choose appropriate working space
  • On entry think about what student intends to achieve during visit
  • Replying to email enquiry messages force scroll to beginning to force people to read whole history
  • Have you left this in required state? Bog poster for open access disabled loos
  • Creating new challenges in every day tasks to upskill staff, provide better services to users
  • Asking questions (too many!) to get essential services in place / working properly (e.g. hearing loops [or might be learning loops])
  • Forcing users to rub up against us: “This resources has been brought to you by your library”
  • (for colleagues) Flag for spamming no. of forwards and emails to lists per day
  • Returning books through the book sorter—asking “have you returned all the books you need to” before issuing a receipt
  • Students who don’t have a disability but are anxious to be able to have one-to-one library hours, therefore all need to be asked at induction
  • ILR’s (InterLibrary Requests) asking “is this available locally”
  • Items in store requested through the catalogue—”can this be accessed online” before the final request click—stops unnecessary collections from store that are not collected
  • Vendor outlinks “You are about to leave the library’s website”
  • Time to choose to read something you wouldn’t have thought of yourself
  • Time to reflect on impact of a certain behavior
  • Time to advertise additional services that might be helpful
  • Screens/maps to look at before looking for books → are you going where you want to?
  • Set target times to resolve a query. Solutions should be quick and easy.
  • Library website: design decision
  • Library website: content
  • CMAS editors: removing assets
  • ILL request form when item not available
  • Library clear link when no results on discovery layer
  • Disable possibility to take a breath from chat
  • Stricter policy for adding web pages
  • Slow down book drop
  • Friction in ordering interlibrary loans which should be purchases
  • How do we offer booking of “resource rooms”?
  • Can we make it more difficult to make web pages inaccessible?
  • Forced message to remove USB before the PC shuts down/logs you out
  • Triage questions? IT vs Library
  • Only hosting video tutorial with embedded subtitles — don’t rely on YouTube autotitles = RUBBISH!!
  • What images are you using to show your library? Does it look inclusive on posters / online / in literature? E.g. pic of our staircase
  • Reservation Collection—self-issue—extra touch screen with due date for 48 hr loans
  • Stop them from rushing to the top floor, like signs in the elevator
  • Force staff to actually test the accessibility of web sites
  • Students, faculty, other ←
  • Library VRS → stop before leaving the chat “Are you sure you don’t need further help?”
  • How do we address people / users?
  • Double-check before making a poster to “solve” a problem!
  • Role management: Design does not equal project management
  • Peer-checking of presentations / teaching sessions for accessibility
  • Writing training materials for students with English as a 2nd language
  • Uploading to online system: large files, Microsoft format, video and audio (not stream), copyrighted
  • To support distant or part-time students
  • Starting projects without: clarity about outcomes, testing, resources required
  • Adding resource e.g. reading list not using the system
  • Copying over last years materials to this years module
  • Better obstacle than fee for interlibrary loans or document delivery
  • Remove “scripts” for staff answers on Just Ask (IM) — be more personal?
  • No pictures of PDFs or text on web — screen readers can’t cope with them
  • Pop-ups letting students know access is being provided by the library (to online resources)
  • Library website
  • QR codes??
  • Symbols instead of English — Puts everyone at the same level of wayfinding regardless of language skills
  • Diverse reading lists
  • Know Your Staff Wiki!
  • Regular process to review existing web content before adding more
  • Entrance vestibule to silent study spaces
  • Promoting self-service portal at library entrance
  • Chatline. FAQs page to scroll through to get to input page
  • Force a catalogue search before submitting an ILL request
  • Policy that all staff deal with a request for help at point of need and see through
  • Logging all enquiries on an EMS
  • Pick-up shelf: Make users check out their reading room loans
  • Database records in Summon—people going straight to Lib search when not everything is listed
  • Sign up form for focus groups so we can pick by course, not first come, first served
  • Academic workbooks arranged by topic on CMS not just straight link to AS server
  • Online support and workshops more prominently promoted than 1:1s as easier to same [some?] large number
  • I need to approve all external comms and surveys
  • Web edits — I have to approve all pages
  • Training on [survey?] software linked to approval from me
  • Me as final editor for newsletter (brand / accessibility)
  • Gender neutral toilets
  • Editing text for screen readers — on all channels
  • Check catalogue for students who have incorrect info on reserve items
  • Complete a short online library quiz as part of first module
  • Activate your student card in the library within the last week of term
  • Put “Please refer to…” messages where rules aren’t clear
  • ILL — request articles/books we already have—way to make them search first?
  • Search box — choose what format first (they will type anything in a search box without thinking and then think we don’t have an article because they are looking in catalog)
  • Ebooks — add to reserves or pop up asking them to look by title
  • Student staff tell students we don’t have an item when we do — need to try other ways — have system prompt?
  • Expand chat hours so people uncomfortable approaching desk can still ask questions
  • CMS — make popup for alt-text but also color contrast, web writing, close-captioning for videos, etc.
  • Content manager for website — approve all changes even Subject Guides
  • Better feedback on item request — many are not picked up
  • Knowing who your liaison is if on a certain page
  • Staff Friction: Using CRM or equivalent to report issues to other teams, i.e. metadata errors: don’t ring team, logon LANDESK (CRM). Has advantages collating themes and work.
  • Inclusion: Feedback form gender
  • User [Gateways portals]: To prompt and remind about compliance maybe – copyright / usage — use of data/info. Authentication does this also.
  • Staff: Printing checklist Actions before resorting to use of staff printer
  • User: To prompt remind/inform resources purchased on behalf of students by institution
  • IT passwords for faculty users
  • Using lockers after library closing hours
  • Computers on every floor (staff)
  • Toilets (improve inclusion)
  • Game area (students)
  • Lounge area (students)
  • Change main structure of website
  • Adding too long text to buttons
  • Adding too many main category pages
  • Put “silence” signs on every door → there have to be noisy places
  • Just grab a book (without having a look to the books around)
  • Policy: force all staff to use structured text documents so that they are accessible
  • Self-return machines (Don’t take think books, so we need to “slow” the users know know this)
  • Inclusion: Programs → languages
  • Open access funding program → read criteria before submitting the application
  • Adding too long texts into modals designed to be glanced
  • Gender in feedback forms
  • Requirement for text and audio on video
  • Request / reservation: This book is on the shelves in this library. Are you sure you want to request it? [checkbox] Yes.
  • Sign on ground floor: The only toilets and drinking water in this building are on this floor. (Most library services are 2 floors up from here)
  • Making gender option in forms more inclusive e.g. more option or textbox
  • Before making an order/reservation that costs money
  • Before making a reservation
  • Before deleting your user account
  • Before deleting any info permanently
  • Get staff out of their offices — send them to find academic who have not been in the library for a long time
  • We have a Lib Reciprocal Programme across unis in S.A. But in our Lib we force users to see an Info Lib before they get a letter to visit another uni library.
  • Catalogue research (first finding is seldom the best)
  • Remove option to add media on webpages for most staff
  • Accessibility checks before publishing a webpage
  • Filling out book request form for somebody
  • Clearing a list in the catalog
  • Printing single vs. double sided
  • Staff designate, monitor, and enforce quiet areas
  • Building entrance vs. exit
  • Reserving lendable technology
  • Requesting items from storage
  • Information in subject guides
  • Giving information to new students about the library’s services
  • Ordering interlibrary loans
  • In the Discovery systems
  • Request print copies of articles
  • Promote new physical and online materials in entrance
  • User (student) testing before buying e-books
  • Build UX into all projects
  • Prayer facilities
  • A note on self service screen to common ?s. Really good idea.
  • Spending more time with the unfamiliar
  • Symbol sign posting
  • Meet and Greeters at front door
  • Pick up cards at library
  • Send librarians out to visit people
  • Stop “library” work at enquiry point
  • Wellbeing attention grabbing display — subject guide to
  • Registration online — pick up library card in person
  • Commuter room with lockers — charging (away from home help)
  • Auto emails for book arrivals triggered by front desk team so that we are certain it is ready on the shelf
  • Friction needed to prevent deletion of content
  • Subject guides Allow use to browse area and discover other books related to study
  • Develop electronic check lists for staff to ensure staff complete all necessary steps in a task on time and in order
  • Finding tools — Before search encourage users to reflect if using the right finding tool
  • Reading lists — Cap amount of items that can be added → “Do you really want to add this item?”
  • Self-issue machines — Add “do you want to borrow” for very short loans / high charge (had at public)
  • Modernise the till and integrate with LMS. Creates a couple of steps that slows staff and avoids mistakes on the till from “autopilot”
  • “Lost” status and “Found” status. Create pop up explaining what to do and if want to continue to avoid incorrect use.
  • Int’l students — Don’t assume that library experience of someone else is the same particularly when they have a different international experience / Encourage staff to think before assuming person is just not as smart as culture they are accustomed to.
  • Filters — Putting a [friction?] to alert people that they can expand their search to include content not available at [library] as well
  • Friction for staff: prompts to ask particular questions / edit or do something people often forget
  • When searching: “This search result is showing everything. Is that what you want?” Or “It looks like you might be searching for a journal title. Would you like to do that?”
  • Different language options — catalogue, website / signage
  • Compulsory reflection on implicit biases before finalising a form / policy / procedure / interview / process / etc….
  • Sometimes it’s good to get “lost” and find hidden spaces…
  • Have “no wifi” areas to create “switch-off” spaces…
  • Noise control — something that encourages slowing of pace / pause on entry
  • Furniture might cue quiet study vs. collaboration
  • If staff are including a gender (or other protected characteristic) question on a form, make them type their justification!
  • Supporting assistive tech (friction for staff)
  • Stop long forms with every piece of info the librarian needs to order an item
  • Shibbolth sign in from pub page — get to the right path, choose the best relationship for access
  • Group study facilities — varied tech options
  • More tailored handouts for students who have English as 2nd language or 3rd etc.
  • DVD borrowing: “Don’t forget to unlock your case!” pop-up?
  • Multimedia options for dyslexic students — on entry to library
  • Chat box help kiosk for students who feel like “imposters” (afraid to admit what they don’t know)
  • Single sign on — subject / CS team comms.
  • Consistent approach to adding info to app. Autonomy and overall framework.
  • Quizzes on VCEs at end of modules
  • Furniture — soft for de-stresses
  • Commuter students — find out what their priorities are and how this differs from other students
  • To get integrated in the education with the Library competence, so every student gets the same education (information literacy)
  • Find location in the library
  • Gender free web
  • Block them from the staff cataloguing OPAC — only use for 1 hour a day
  • Think of the people you put on the website. Still mostly young, happy users.
  • Teacher making resource lists
  • Users: Interlibrary loans
  • Pop-up help button after 3 kw searches < 1 minute
  • Discover layer: where am I searching
  • Website friction from adding content — specifically start
  • “Headlines” when coming in to the library — To show services offered that are “unknown”
  • Stacks — “Did you find out the exact location of your book?”
  • Making signs — Added friction for personnel
  • Multilingual captioning
  • Sign friction or not?
  • Faculty-librarian meeting for new faculty (in-person? why?)
  • More faculty-librarian friction
  • Leaving web presence, what about credibility? Evaluate results
  • Require AIT text on IMG upload
  • When leaving discovery tool to external site
  • Management friction
  • Default web editor template; to change, require friction
  • Consider for more friction at admin side
  • Mandatory meeting with librarian for an assignment
  • Swipe card to enter the library
  • Baby changing tables
  • Rainbow lanyards
  • Help uniforms / sashes?
  • Program friction — new program proposal
  • Signage
  • Dual monitor search comp. for info desk enquiries
  • Stop users from ordering books on shelf
  • Warning pop up !DANGER!
  • Universal design on website
  • Pause before changing your brand colors etc. to your online library interface. …consider accessibility first.
  • Pause before allowing online systems use your personal data …instead, learn what the provider will do with your data
  • Pause before composing the perfect, new metadata or information model for the new library service …instead, involve users and designers in the process
  • Shh… Quiet beyond this point

 

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