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Brukerinvolvering i arbeidet med veiledningstjenesten ved Universitetsbiblioteket i Oslo

Abstract

The University of Oslo Library provides various guidance services, including literature searching, referencing, and academic writing support. Many students struggle to understand and use these services. They are often unaware of them, not expecting that the library offers that kind of assistance. The primary goal of our project was to design a guidance service that is accessible, easily understandable, and tailored to the students’ needs. In this project we have used User Experience (UX) methods. UX methods are a range of techniques used to understand user behavior, needs, and preferences to improve the design and usability of products and services. Our approach incorporated both qualitative and quantitative methods, including guerrilla testing, semi-structured interviews, prototyping, surveys, usability testing, and idea generation. Throughout the process, we actively engaged both students and guidance providers, focusing on creating user-friendly services. We explored user needs, tested alternative forms of guidance, and implemented a new system for booking guidance sessions. Developing new websites has also been a part of the project. Our findings underscore the importance of engaging with students and involving them in the development and design of library services. Their unique perspectives are invaluable for our decision-making processes, and for gaining a deeper understanding of their needs. This project has made it clear that library services must be easily accessible, highly visible, and approachable. Currently, many students find it challenging to seek help, and it is therefore essential that these services are recommended to them by someone they deem trustworthy and credible.