We make a few assumptions about what it means to have a good user experience. It should be memorable (or at least enable us to have what we think is a good memory). It should be unique and inspire loyalty. We’d also like our best experiences to leave us with a feeling of delight – that something special has happened. Call it happiness.
In an prior article I contemplated whether libraries could provide a happiness experience. Examining the happiness research and results of Pew Research on how libraries contribute to overall positive feelings among community members, I concluded that it’s likely that library users are more productive, engaged and fulfilled members of their communities. Given that the happiness research points to life’s more mundane, everyday experiences as our most satisfying ones, that also suggests the library can be a contributor to the happiness of its users.
In the non-library world of design there is less conversation about designing for happiness. To gain some perspective on what it means to design for happiness several corporate designers came together at the 2016 SXSW to explain how their organizations design for happiness – and what the involves. The organizer of the event Designing Happiness, Mark Wilson (a contributor for Fast Company), wrote about the program and the speakers who shared their approach to designing for happiness.
Here are a few of the insights the panelists shared:
* These experts all believe their brands are based on designing for happiness as a starting point – not an afterthought.
* Design the happiness experience around three parts: anticipation; experience; memory
* Create a “high” moment and an “end” moment into the experience – that’s what is most likely to be remembered
* Offer a portal into the experience as a transition from other routine experiences (a “crossover”)
* Avoid bureaucracy at all costs; empower staff to intervene as needed to deliver the happiness
* We are cognitively pre-disposed to appreciate and remember surprises; design in good surprises and make sure bad ones don’t happen
* People are happiest in environments designed for their needs
* Put effort into the optimal way to leave people with a “kiss goodnight”; a happy ending turns a mediocre experience into a memorable one
* Let people hug a puppy – no one can cuddle a puppy and feel anything other than happiness (great idea but seriously impractical)
I do think that our libraries can replicate the type of experience that delivers happiness. Granted, it’s not the same as the experience at a vacation resort or upscale gym. It could depend on the library experience. A research librarian could design a consultation experience around anticipation, experience and memory. Start with an email exchange that builds up the anticipation. Use personalization to provide a research-challenged student with a unique experience. Make sure there is a strong ending to the interaction that may lead to a relationship and future consultations. Offer a surprise – what’s all that library swag for anyway.
Libraries will never be Disneyland, but perhaps we can be the one place in the community that delivers the happiness experience on multiple levels by altering someone’s perception about the library as a dull, painful experience. With some design thinking, we can make that happen. Puppies would certainly help – but we’ll have to manage with therapy dog days.