Patrons’ voices are often left out of shaping the physical experience: wayfinding, signage, furniture, zones, and workflow, because getting meaningful feedback in surveys or community input meetings is difficult. This session brings retail-grade user experience research into the stacks. We’ll show how two public libraries (Charlotte County, FL and North Canton, OH) ran rapid, affordable studies using task-based walk-throughs and GoPro headcams to capture sightlines and decision points. Participants attempted common tasks (find a specific book, locate a computer, make a copy, choose a place to work, browse for “something to read”). The footage revealed recurring pain points—unclear category language, sign overload, hidden technology, “is this allowed?” ambiguity—and a consistent desire to self-serve without asking. We’ll demonstrate a practical, repeatable method any library can use: recruit diverse patrons (including disabled users), run standardized tasks, code the video for patterns, and translate findings into low-cost fixes that reduce “where is…?” interruptions and increase satisfaction. You’ll leave with new ideas on how to see your space through diverse patron eyes. Video clips illustrate what patrons see, where they hesitate, and how small changes can unlock confident, independent use.
Over 30 years of understanding consumer behavior in the private sector and with libraries. 20 years teaching students at NYU. Working with over 100 libraries in 26 states, New York University
