People Interact

Blog about people-centered design by Lisa Chow and Sandra Sajonas.

Monthly Archives: August 2016

Upcoming SCRLC Webinar – Librarians in the 21st Century: Designing a Career Strategy for Evolving Roles and Opportunities


Join us and the South Central Regional Library Council (SCRLC) on Tuesday, September 27 at 10-11am EST for a webinar – Librarians in the 21st Century: Designing a Career Strategy for Evolving Roles and Opportunities.

As the information world transitions into the 21st century, so too must information professionals. For anyone making a transition, whether you are a recent library school graduate, job hunting, changing jobs or advancing your career, this session will cover the evolving roles and opportunities in the information profession, what this means for librarians, and how to design a career strategy to keep your skills current with the shifting profession.

For more info and to register.

IFLA Conference Registration: A Bad and Frustrating User Experience

I was pretty excited about attending and presenting at my first IFLA conference until it was time to register for the conference. I’ve registered for many conferences in the past few years and I have to say I had such a bad and frustrating user experience that I feel the need to share for two reasons: venting (I’m human, after all) and improving usability and user experience (I’m hoping that this bad user experience leads to IFLA and other organizations/groups to improve the usability of their conference registration/payment processes).

After creating an online profile, the online registration system asked me to choose a currency: USD or EUR. I selected USD currency.



It then prompted me to pick a logo for the credit card, in which the AMEX logo is one of the choices. I selected AMEX and proceeded to the next screen to input payment info.



After submitting the payment info, I got an error message. I tried re-submitting the payment info several times and it still didn’t work. I then contacted IFLA conference registration about the error message in which I attached a screenshot of the error message with my email; I was immediately told that if I’m having problems with online registration, I should use the paper form.

It wasn’t until insisting on finding out what the online registration issue is, I was then told they can’t take AMEX with USD currency. The online registration system should have been designed to not show AMEX as an option if the USD currency is selected and should have a note that says they can’t take AMEX with USD currency.

I was told afterwards that there is a note that says they can’t take AMEX with USD currency. However, the note isn’t very prominent. I missed it. It could be easily missed by others as well.


At that point (it was a week before the conference) and without any travel and lodging arrangements (I was waiting for conference registration to be completed first), I decided it was best to forgo this year’s IFLA conference. I was really looking forward to attending and presenting at my first IFLA conference.

For Once I Don’t Mind a Delay

For the first time ever, I didn’t mind when the PA system announced a flight delay from Toronto to New York.  When you have a toddler, hearing that the time you have to keep a them out of mischief has increased indefinitely is frustrating. Not this time, not at Billy Bishop Airport.airport Because of this:

Free complimentary beverages! Tired and cranky travelers can drink their fill of complimentary coffee, tea, soda and water. For my toddler, all-he-can-eat cookies.

In all the years, in all the countries, in all the airports I’ve been in this is the first time I have ever seen this. A small gesture that goes a long way in boosting user experience. I wasn’t the only content traveler; all around me no one seemed too upset about a delay when it meant a comfortable lounge, free wifi and free beverages & snacks.

A tip of the hat to Billy Bishop & I hope this movement to please their travelers catches on with other airports.


Monthly Method Spotlight: SWOT Analysis

swotSWOT Analysis

When/why: To get a better idea and understanding of your project or yourself as a professional, specifically four elements: your 1) strengths and 2) weaknesses (internal) and 3) opportunities and 4) threats (external). It helps you focus on your strengths, work on your weaknesses or find complementary team members, minimize threats, and take advantage of opportunities.We talk about SWOT analysis as part of one’s career strategy in our leadership and career development presentations and workshops.

How: Use the SWOT matrix and start listing strengths, weaknesses, opportunities, and threats for your project.

Tips: Use giant flipchart post-it notes when you’re doing the SWOT analysis of your project as a group.

Interested in using/applying these methods in your work? Contact us for information.