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Service Excellence UX Study

In May 2016, the UX Team conducted research to understand student and faculty experiences with library services.

Research Questions

  • How are students and faculty interacting with the library?
  • Can students and faculty easily access resources
  • Do students and faculty know who to contact at the library to get help?


  • Semi-structured interviews with 12 faculty members and 10 students

What did we Learn?

  • Undergraduate students primarily use the library for study space
  • Faculty primarily use the library to access our collections and course reserves
  • Most users are unaware of the library's suite of services
  • Most users do not know who to contact at the library
  • Faculty who have established a personal relationship with a library staff member rely on that relationship for recurring support and information about the library. Other faculty members reported a lack of awareness of the available resources and services


Students recommended:

  • Install more electrical outlets
  • Provide a workshop to assist them in finding materials
  • Extend library hours to 24 hour service
  • Make e-books more user friendly
  • Change the closing alarm to be less intrusive

Faculty recommended:

  • Expand systematic review and statistical support offerings
  • Increase collaboration with faculty to enhance students’ research skills
  • Update the website so that is is more targeted towards faculty
  • Discontinue purchasing e-books  
  • Provide more targeted communication to faculty
Year of Study: