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IGeLU 2022 Hybrid Conference and Developers' Day 12 -15th September, 2022

September 12–15, 2022

Royal Welsh College of Music and Drama (RWCMD) - North Road, Cardiff CF10 3ER, UK

Conference Theme: Still here! - the library in the new normal

IGeLU website: IGeLU 2022 Annual Conference | Program in Google Sheet

Listening to users to build a better Primo: Feedback without surveys

Thursday, September 15, 2022 at 1:30 PM–2:00 PM London add to calendar
Sir Geraint Evans Recital Room (2.05)

Physical session (+ live streaming with Zoom)

Session Abstract

It can be easy to assume that your Primo environment is meeting your user needs, and difficult to know with certainty. The University of Queensland Library supports a large community of more than 95,000 users. We must scale-up to meet a diverse range of needs through our online environment and aim to make the best use of limited staff time with a focus on evidence-based practice. This presentation will cover scenarios of action taken to improve Primo at the University of Queensland Library, via logs of interactions in our Customer Relationship Management system. In leveraging the existing opportunity to know the practical user experience in their own words, we listen directly to our users and strive to improve the individual and collective user experience. Examples shared will cover the full lifecycle from initial issue reports, through consideration of system options, change proposal and decision-making, assessing subsequent indications of successes or failures, and ongoing efforts.


User Experience / Discovery

Ex Libris Products
Primo / Primo VE
Target Audience Skill Level

None — General Audience


Stacey van Groll, University of Queensland, Australia
Presenter's job title

Discovery and Access Manager

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