UX & Information Systems

Library Feedback Board

Library Feedback Board

For a full description, see the UX Repository post.

Abstract

We renovated our library feedback board from a locked-box, opaque model to a transparent community board, integrating users’ feedback into a regular assessment and planning cycle.

What we wanted to know/do

The previous feedback board received relatively few comments, and no system was in place for reviewing feedback or reporting relevant feedback to department heads.

We redesigned the board to an open model with customized post-it notes and developed a structure for categorizing comments as well as a semiannual review with department heads. We hoped to increase participation and facilitate Library responsiveness to user needs.

In addition to the physical board, we developed a virtual feedback option featured on our website, and posted previous comments with our responses for increased transparency.

How we did it

  • Reviewed past comments and developed categorization structure for comments
  • Developed documentation to guide reporting comments to relevant departments
  • Set up distribution cycle of shared comments recording sheet to department heads through the Assessment Group
  • Reviewed board structure and wording with Student Library Advisory Board
  • Restructured and piloted board, adjusting design based on student feedback

Takeaways

The increase in board traffic was dramatic. Over the past 6.5 years of the “locked box” model, the board had 335 comments total. Within the first year of the open board (Jan 20 2017 — Dec 5 2017), the board already had 200 comments.

bar chart showing percentages by comment category

The majority of comments related to the physical building, with issues such as bathrooms, temperature, and water filters leading the concerns. The Cafe was also a popular topic, with requests for additional offerings and extended hours.

Study space topics included furniture, noise levels, and study rooms, and Services related to food requests, extended hours requests, and free printing.

Recommendation

We will share these results at our all staff meeting, to increase awareness of user priorities for our spaces and services. We could also consider posting targeted questions about specific services, resources, etc.

The work involved in reviewing and responding to comments should also be examined, to determine if there are more efficient workflows.

 

Related links


Image credit: 
Photo by Adam Jang on Unsplash



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