User Experience in Libraries : A Literature Study

Abstract: The aim of this master’s study is to contribute to the knowledge base about the phenomenon User Experience (UX) in libraries. That leads to the following research questions: How is UX defined in the analyzed literature? Based on the analyzed literature, which UX methods can be used in libraries? According to the analyzed literature, which problems can UX solve in libraries? A handbook, a book chapter, a blog article, an article in a professional journal, and an article in a scholarly journal get studied in a qualitative content analysis with a discursively oriented theoretical approach. UX in libraries is defined as user-centered method, and it is not an academic discipline. In libraries is UX a combination of UX research and design, UX is based on empathy, and it makes library services, spaces and products usable, useful, and desirable. All five analyzed documents used a positive tone when they described UX in libraries. Moreover, I found three narratives in the texts. The authors treat UX as “a new thing in libraries”, write that UX “works out”, and say that UX is for all users. I could identify the following UX methods in the empirical material: behavioral mapping, cognitive mapping, semi-structured interviews, touchstone tours, as well as graffiti walls, love and break-up letters, observations, photo studies, surveys, usability testing, and user journey mapping. I could find three problem areas where UX can solve problems in libraries. The first problem area was called digital library space. According to the analyzed text documents, UX can solve problems with library homepages, mobile websites, library catalogues, and discovery systems for a better information seeking. The second problem area was the physical library space. UX methods can be applied to improve the room and building design in libraries, the library layout, library access, and navigation in the library. The last problem area was called library products and services. There, UX can solve problems with communication, library use, and activities in the library. I realised in the analysis that UX in libraries cannot change politics or the organizational structure of a library.