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Massachusetts Board of Library Commissioners Resource Guide Collection

Elements of UX: A Librarian's Guide to User Experience Design

Find out what patrons <3 and h8

Ask patrons to write a love letter (or a breakup letter) with the library or a space or service in it.


...or try this with staff

If you want to try this with co-workers before taking it out in the field, here's some alternative things to write a love or breakup letter to:

  • Workshop, lecture, exhibit, etc. at a conference
  • Grocery or clothing store (physical or online)
  • Your internet or phone provider
  • Your library's website
  • Going to a doctor's appointment
  • Public transportation, booking a flight or hotel, or another travel experience

What can be learned from this?

  • How do others perceive the experience, service, or tool they wrote about? How does that differ from your own (or the library's) perspective?
  • What do people value most?
  • What frustrates them?
  • What should you try to fix or improve right away?
  • How can you use personal stories to promote services or programs that are working well?