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

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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