with Andy Priestner
„UX or User Experience is everything that happens to your users whe n they interact with your service in any way (physically or remotely). It includes everything they see, everything they hear, everything they do, as well as their emotional reactions. UX research is about supplementing traditional user research methods such as surveys and focus groups with approaches that record and examine actual user behaviour in libraries, with a view to delivering more relevant and valuable spaces and services.“