{"id":340,"date":"2019-01-23T15:35:13","date_gmt":"2019-01-23T15:35:13","guid":{"rendered":"http:\/\/blogs.kent.ac.uk\/isux\/?p=340"},"modified":"2019-01-23T15:35:13","modified_gmt":"2019-01-23T15:35:13","slug":"ux-and-library-headphone-loans","status":"publish","type":"post","link":"https:\/\/blogs.kent.ac.uk\/isux\/2019\/01\/23\/ux-and-library-headphone-loans\/","title":{"rendered":"UX and Library Headphone Loans"},"content":{"rendered":"<p class=\"lead\">The headphone loan service is a longstanding and popular service delivered from the Library and IT Support Desk during staffed hours. Students can return headphones either at the Support Desk or at the Welcome Desk.<\/p>\n<p>Despite the service is not being widely publicised or promoted, it is still well known, possibly through word-of-mouth or by seeing other students use the service<\/p>\n<p>A review of the service by Front Line Services staff was led by Jonathan Allen, Kaidi Goke and Laura Knox, with contributions from staff in Support &#038; Liaison and Service Delivery teams.<\/p>\n<h3><strong>What did we want to find out?<\/strong><\/h3>\n<ul>\n<li>The impact of the current service on the IT &amp; Library Support Desk;<\/li>\n<li>The feasibility and benefits of a self-service model;<\/li>\n<li>The sustainability of the service if it were to be more widely promoted;<\/li>\n<li>Supply and demand issues;<\/li>\n<li>How students feel about the benefits of the current service.<\/li>\n<\/ul>\n<h3><strong>What did we do?<\/strong><\/h3>\n<p>The review took place between 14 November 2018 and 14 December 2018. We gathered data from user feedback, UX activities, statistical analysis and research into best practice.<\/p>\n<p>Data was analysed from:<\/p>\n<ul>\n<li>Support Desk Tickets (Footprints)<\/li>\n<li>Quick Queries (Footprints)<\/li>\n<li>Symphony (SirsiDynix)<\/li>\n<li>UX Grab and Go questionnaires<\/li>\n<\/ul>\n<p>We targeted visitors to the Support Desk with a \u2018grab and go\u2019 quick questionnaire. We chose this UX technique as the most efficient and non-intrusive way of getting short answers to a small number of specific questions.<br \/>\nThis provided powerful insights into students\u2019 awareness and perception of the current service. A total of 56 questionnaires were completed.<\/p>\n<h3><strong>What did we find out?<\/strong><\/h3>\n<p>The results of the \u2018grab and go\u2019 are below.<\/p>\n<table>\n<tbody>\n<tr>\n<td width=\"179\"><strong>Question<\/strong><\/td>\n<td width=\"47\"><strong>Yes<\/strong><\/td>\n<td width=\"66\"><strong>No<\/strong><\/td>\n<td width=\"308\"><strong>Commentary<\/strong><\/td>\n<\/tr>\n<tr>\n<td width=\"179\">Do you watch videos\/listen to music while you are studying in the library?<\/td>\n<td width=\"47\">78%<\/td>\n<td width=\"66\">22%<\/td>\n<td width=\"308\">It appears that headphones are used for listening to music and watching videos, not only for reducing the ambient noise.<\/td>\n<\/tr>\n<tr>\n<td width=\"179\">Do you have your own headphones?<\/td>\n<td width=\"47\">80%<\/td>\n<td width=\"66\">20%<\/td>\n<td width=\"308\">A significant minority of our users do not have their own headphones.<\/td>\n<\/tr>\n<tr>\n<td width=\"179\">Are you ever disturbed in the library by other people using headphones?<\/td>\n<td width=\"47\">16%<\/td>\n<td width=\"66\">84%<\/td>\n<td width=\"308\">We received 9 complaints about leaking headphones to library-report during the review period.<\/td>\n<\/tr>\n<tr>\n<td width=\"179\">Did you know that you can borrow headphones in the library?<\/td>\n<td width=\"47\">84%<\/td>\n<td width=\"66\">16%<\/td>\n<td width=\"308\">This response is from all customers visiting the IT and Library Support Desk, not just the users asking for headphones.<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><strong>The current impact of the service on the Support Desk<\/strong><\/h3>\n<p>In November 2018 and December 2018, headphones loans were the most frequently requested service:\u00a0 20% of all queries in November, and 20.5% in December.<br \/>\nThis amounts to 708 loans, and the largest contributing factor to the workload of Support Desk staff.<br \/>\nDuring the review period, there were 39 instances of students asking to loan headphones when none were available (turnaways).<\/p>\n<h3><strong>The benefits of the service to students<\/strong><\/h3>\n<p>We learned that 78% of surveyed students liked to watch videos or listen to music in the library.<\/p>\n<p>Despite 80% of students saying that they owned their own headphones, data from the \u2018grab and go\u2019 UX study revealed that the service was appreciated by students and perceived as a benefit in the following top 3 ways:<\/p>\n<h4>\u00a0 \u00a0 <strong>1.<\/strong>\u00a0<strong>\u00a0 When students forget to bring their own headphones (6%)<\/strong><\/h4>\n<blockquote><p><em>\u201c<\/em><em>It&#8217;s a great service. It can be really frustrating to forget your headphones even if you have multiple pairs, so it&#8217;s nice that you\u2019re able to get some from the library.\u201d<br \/>\n\u201cIt&#8217;s really useful because I often forget my own ones.\u201d<br \/>\n\u201cVery helpful, a necessity -perfect if you forget your own.\u201d<\/em><\/p><\/blockquote>\n<h4>\u00a0 \u00a0 \u00a0<strong> 2<\/strong>.\u00a0 \u00a0<strong>To cancel out surrounding noise and reduce distractions (4%)<\/strong><\/h4>\n<blockquote><p><em>\u201cIt&#8217;s a good idea, considering how loud some of these areas get.\u201d<br \/>\n\u201cIt&#8217;s really helpful as it blocks out other sounds and keeps you focused.\u201d<br \/>\n<\/em><em>\u201cVery good as my ones do not cancel the background noises like the ones I borrow.\u201d<\/em><\/p><\/blockquote>\n<h4><strong>\u00a0 \u00a0 \u00a03.\u00a0 \u00a0 Resolving compatibility issues (3%)<\/strong><\/h4>\n<blockquote><p><em>\u201cI think it is very suitable and convenient especially if you forget your headphones or have a different type that does not fit the computer.\u201d<br \/>\n<\/em><em>\u201cGood, as my Apple headphones don&#8217;t fit into the PCs.\u201d<br \/>\n<\/em><em>\u201cVery useful, not all headphones are compatible with the computers so it&#8217;s really helpful that the library loans out headphones.\u201d<\/em><\/p><\/blockquote>\n<h3><strong>Student suggestions for service improvement<\/strong><\/h3>\n<blockquote><p><em>\u201cVery useful. I only found out today and I am a second year, so maybe advertise it somewhere?\u201d<br \/>\n<\/em><em>\u201cShould be advertised\/promoted better &#8211; possible signs\/posters on 1st floor showing where and saying it&#8217;s available.\u201d<br \/>\n<\/em><em>\u201cSelf-service headphones would be a good idea.\u201d<br \/>\n<\/em><strong><em>\u201c<\/em><\/strong><em>Length of time headphones are loaned out should be extended (some way to borrow after 9pm).\u201d<br \/>\n\u201cMore headphones as sometimes there aren&#8217;t any.\u201d<br \/>\n\u201cNewer ones &#8211; and more of them please! It&#8217;s a good idea.\u201d<\/em><\/p><\/blockquote>\n<h3><strong>Next Steps<\/strong><\/h3>\n<p>Following our review, we will now put together a detailed report with recommendations for action.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The headphone loan service is a longstanding and popular service delivered from the Library and IT Support Desk during staffed hours. Students can return headphones &hellip; <a href=\"https:\/\/blogs.kent.ac.uk\/isux\/2019\/01\/23\/ux-and-library-headphone-loans\/\">Read&nbsp;more<\/a><\/p>\n","protected":false},"author":60219,"featured_media":341,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":[],"categories":[172393],"tags":[172396,37,79395,172346],"_links":{"self":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts\/340"}],"collection":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/users\/60219"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/comments?post=340"}],"version-history":[{"count":16,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts\/340\/revisions"}],"predecessor-version":[{"id":357,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/posts\/340\/revisions\/357"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/media\/341"}],"wp:attachment":[{"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/media?parent=340"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/categories?post=340"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.kent.ac.uk\/isux\/wp-json\/wp\/v2\/tags?post=340"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}