More On Learning What Users Really Want
Previously ACRLog has discussed the use of new methods to better understand our users and what they really need – as opposed to what we think they need. The use of ethnographic research for this purpose was reported in the computer industry and in a library. Last week’s issue of BusinessWeek featured an article titled “The Science of Desire” about the growth of ethnography in the corporate world. As one expert put it, “Ethnography has escaped from academia, where it has been held hostage.” The article profiles a variety of firms that are using ethnography to study their customers and then use what is learned to improve existing products or develop new ones. From the article:
The beauty of ethnography, say its proponents, is that it provides a richer understanding of consumers than does traditional research. Yes, companies are still using focus groups, surveys, and demographic data to glean insights into the consumer’s mind. But closely observing people where they live and work, say executives, allows companies to zero in on their customers’ unarticulated desires.
You might not get that excited reading about a company that used ethnography to perfect a tool to help consumers do a better job of clearning their bathroom, but with so many companies – and service industries such as hotels – using ethnography to transform how they think about their users and develop services for them – it might get you thinking that ethnography might just be a powerful tool for improving how academic libraries deliver resources and services to their user communities.