User Experience Librarian @gvsulib, Certified Customer Experience Professional (CCXP), speaker and consultant. #LibUX #DesignThinking #ServiceDesign #CX
Joined July 2013
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I recently conducted an external public services review for an academic library looking to become more user-centered and meet their new institutional KPIs. During my visit, I used #AppreciativeInquiry and #DesignThinking to discover many opportunities. Absolutely loved this work!
The Loutit Play Cafe is one of my favorite examples of #CX innovation that public libraries have made in the pandemic. People can book this private early literacy play space for their own group for an hour (just their family or a small group of friends): loutitlibrary.org/loutit-pla…
I am so moved by this book set gift I recently received from someone I look up to professionally. What do you do with…an idea? A problem? A chance? What you do matters!
Finally finished my business strategy certificate! I learned a lot in these five courses and am excited to continue to apply what I learned in my strategic planning work.
I’m honored to have been selected as a GVSU Presidential Fellow. My overarching goal for the next two years is written on my whiteboard: Be a good steward of the experience. gvsu.edu/gvnext/2021/mantell… via @gvnext
Remembering with fondness some UX Team memories...like that one time when we hid a bunch of encouraging messages in a message-in-a-bottle format throughout the library during exams. ❤️
#StudentEngagement
#Delight
#Libraries
Packing up my office for a new interim role I’m starting at GVSU, and I happened to find this. I can’t remember where or when I wrote it, but it still resonates with me!
4) “You have no idea where this is all headed and what opportunities will come your way.
You can always reinvent your place, your circumstance, your work...
We moved our health sciences library into a brand new building this week. The space is so inspiring and flexible, and I can’t wait to see it filled with students!
Do you know how I located these books in the stacks today? By finding the PZ7’s and then scanning the shelves for their distinctive spines...just like students often do...because finding books in the stacks according to LC number is confusing and hard. Ours users aren’t broken.
Taking “May the 4th be with you” photos of Baby Yoda in our library today because sometimes creating delight and connection is our most important work.
Some organizational values/values statements can be aspirational, but we need to be clear when that’s the case.
#StrategicPlanning
I love how this article frames custodial services as contributing to student success. Our GVSU custodial/facilities teams are wonderful partners and view their work with a student-focused lens. I’m grateful to work with them. npr.org/2021/04/01/983127382…
I’ve been thinking a lot about tying organizational development to strategy. This is often an overlooked part of #LibraryStrategicPlanning: What do we need to learn, how do we need to grow, how might our culture need to change to successfully execute our strategy?
Your process is often as important as the outcome in strategic planning.
(Paraphrased from Scott Beardsley)
We’re still learning, but I think our planned Strat Planning process is pretty strong: scholarworks.gvsu.edu/librar…
Key takeaway from this week’s business strategy course: Firms spend a lot of time developing strategy but often fail because of how those strategies are executed, not the actual strategy. Strategy execution is more than an implementation plan.
Important for #Libraries, I think.