Creating a user-centric library evaluation tool

Abstract

Understanding the user's perspective is vital for effective health service delivery. How can we, as library professionals, give our users a voice? How can this voice be recorded and presented? Can we create an evaluation tool that reflects users’ needs to key decision-makers in our organisations? MLHD Library embarked on a User Journeys project mid-2023. We observed and recorded the journeys, feelings and “thinking out loud” of participants. The main objective was to create a user-centric evaluation process that can be replicated. Additionally, we aimed to create a visual tool to demonstrate critical issues to our colleagues, directors, vendors, and IT staff.