ABSTRACT
This is not a story of how a UX mindset brought radical change to my library, but how over a few months it was a quiet yet persistent voice of empathy with my users, which resulted in keeping some old policies and starting some new ones that made my library a much friendlier place. Again, we are not talking radical change, but proof that a UX mindset, coupled with ethnographic methods, can generally sharpen the discussion about – and provide solid justification for – putting people first in your library.
