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

Physical session (+ live streaming with Zoom)

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

None — General Audience