Can User Experience Research Be Trusted? A Study of the UX Practitioner Experience in Academic Libraries
Despite user experience (UX) research becoming more commonplace in libraries, library staff don't always see its value or relevance. They may ignore or actively resist UX insights. We interviewed fifteen UX practitioners working in academic libraries in the US and Canada to get their perspectives on the reception of UX research in their libraries. We learned that none of us is alone in facing moments of skepticism, mistrust, and indifference about UX research. We share some of the practical strategies and advice we learned from our interview respondents.
This article describes how academic libraries structure and support user experience (UX) work, how different structures and supports affect the UX work that is done, and the impact of that work on users and UX workers. With the aim of identifying structures and supports that work well, I asked thirty people who do UX work in academic libraries to complete interviews and a short questionnaire. In this article, I define structural facets that shape the institutional contexts of UX work, and I draw from the research to describe where these contexts created striking patterns in the data. After examining the contextual differences, the article concludes with structures and supports that make a positive difference to UX workers and to users.
Unless otherwise noted, all content in Weave UX is distributed under a Creative Commons Attribution license (CC-BY) in order to allow for the greatest possible dissemination of our authors’ work. Our authors always retain copyright to their work, and we never charge our authors to publish in Weave UX.
Weave UX is generously supported by donations from the following organizations. If you'd like to support Weave UX’s mission, drop us a line.