SSUX

Many of us engage in UX work to collect student feedback.

We can enhance our feedback collection through UX, gathering potentially richer data by using creative and alternative forms of connecting with users.

The use of UX across all front-facing services can offer truer insights into the student and staff experience, deepen understanding of qualitative data, and clarify quantitative feedback received in annual surveys.

UX allows leaders to consider strategic plans to improve provision through change or integration of new services. Through consistent use, we would gain authentic insight into the student experience, resolving to contribute towards retention and attainment, and reflected improvements in national surveys and student outcomes.

UX uses multiple basic and creative methods to gather feedback. A complete list of methods can be found in Priestner, A. (2021) A handbook of user experience research & design in libraries. Goxill: UX, available to borrow from our libraries.

A sample of the core methods we use in the library include:

• Observation
• Behavioural mapping
• Interviews
• Cognitive mapping
• Card sorting
• Usability testing
• Love and break-up letters
• Cultural probes
• Customer feedback
• Whiteboards (aka graffiti walls)
• Touchstone tours

A detailed collection of our application can be found in the CCCU-LLR UX Toolkit linked on the right-hand side. 

Students

• First and foremost, the work of UX at CCCU should include students in design, collection, analysis, and reporting.
• The main aim is to produce UX research methods that are engaging and meaningful to the student and the purpose of the collection.
• Engaging students in the design, analysis and reporting also supports university strategies to enhance graduate skills, as well as research, digital and academic skills whilst building relationships for future UX

Staff (professional/academic/other)

• Staff can benefit from the results of UX with users but should also consider appropriating UX techniques for staff development and strategic planning.
• Many of the methods mentioned above can be used to capture anecdotal feedback, as well as draw out insights that can be vital in strategic planning. Cognitive mapping, for example, could be used to gather staff’s priorities, interests, resolutions, and goals, which can feed into the planning and organisation of projects annual operational plans, or long-term strategic thinking.
• Like with student users, UX also offers staff the opportunity to offer insight into their own experiences as a service provider, and those of service users.
• Staff input into UX design and reporting is an opportunity to upskill to facilitate professional progression.
• Staff contributions in actual data collection can also offer an additional and alternative perspective, used to improve the staff and student experience. 
• Supporting departments and colleagues should be considered where elements of UX require additional support in implementing design methods, such as securing IT equipment, organising space, borrowing equipment, and furniture movement.

We aim to include user insights from all communities and groups; however, we recognise many UX methods are face-to-face and limited to location or cannot easily reach underserved user groups.

We are committed to reaching all users, making efforts to reach infrequent or underserved users by considering the use of multiple recruitment techniques and taking physical methods online, or providing an equivalent alternative.

We will engage with our diverse user groups by using social media and our collaborative connections to the Student Communications Unit and to the CCSU. We will connect and collaborate with the Learning Skills Team to source recruitment support.

Wherever possible, all elements of UX will be accessible formats to maximise engagement of our diverse user group and where needed, offer alternative formats.

Recognising the importance of creating mutually beneficial relationships with our users, we will aim to offer rewarding student collaborations. Wherever possible, participants will be offered the opportunity to join the Library Champions network to stay up to date with all future UX or LLR collaborations, which can be used to enhance graduate skills.

We will continue to embody our CCCU EDI commitment through reflection and connection to key stakeholders.

We support CCCU’s commitment to Sustainability which is a cross-cutting theme in all strategic aims of Vision 2030 and is recognised as a central value. Wherever possible, UX work will use sustainable or recyclable materials to conduct research. We will continue to review our commitment to sustainability in UX through reflection against the CCCU Sustainability policies and, were possible, in collaboration with the Academy for Sustainable Futures.

Ethics

Although a form of research, using standard academic and creative non-academic methods, UX does not have the same ethical approval expectations, as it serves the function as a quality indicator of service provision. However, where UX research is conducted with a scope to present findings with academic rigour for academic reporting and/or publication, ethics approval will be sought following the CCCU Research Ethics Policy. All UX will retain anonymity and confidentiality unless informed consent is gained.

GDPR

UX work will not often require identifiable information or personal characteristics in the data collection, however, for EDI and reporting purposes, as well as to build connections with stakeholders to uplift skills, some personal details may be retained for future contact.

All UX work will comply with General Data Protection Regulations as detailed in the Library and Learning Resources Privacy Notice

UX will follow a streamlined reporting template, which captures context, methodology, findings, and recommendations. Appendices will be used for presenting verbatim comments or additional graphs or reference material as needed.

For the Library and Learning Resources department

A draft report will be initially presented at the department's Student Insights Working Group to consider the outcomes and priorities of the research, as well as agree on final recommendations and any amendments.

The final report should be presented alongside a Highlight Summary to the department's Service Leadership Group for review to escalate any requests or recommendations for approval to the Executive team.

Where feedback is received relating to other departments, the appropriate staff member will share the verbatim comments, redacted report, or full report with the relevant department leads.