Secret Shopping is an Effective Tool for Identifyings in Library User Experience Local Pattern
A Review of: Boyce, C. M. (2015). Secret shopping as user experience assessment tool. Public Services Quarterly, 11(4), 237-253. doi:10.1080/15228959.2015.1084903 Objective – To assess library user experience (UX) at two entry-level service desks to determine the need for, and inform the aspects...
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| Format: | Article |
| Language: | English |
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University of Alberta
2016-12-01
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| Series: | Evidence Based Library and Information Practice |
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| Online Access: | https://ejournals.library.ualberta.ca/index.php/EBLIP/article/view/28141 |
| Summary: | A Review of:
Boyce, C. M. (2015). Secret shopping as user experience assessment tool. Public Services Quarterly, 11(4), 237-253. doi:10.1080/15228959.2015.1084903
Objective – To assess library user experience (UX) at two entry-level service desks to determine the need for, and inform the aspects in which to improve, services and staff training.
Design – Observational study using secret shopping.
Setting – A small, private university in Illinois, United States of America.
Subjects – Library employees, comprised primarily of student assistants; and 11 secret shoppers, comprised of 5 faculty members, 4 staff members, and 2 first-year students from the university. |
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| ISSN: | 1715-720X |