Sample interview questions: Can you share an experience where you successfully resolved a user complaint or issue related to library services?
Sample answer:
Certainly! One example of successfully resolving a user complaint or issue related to library services was when a patron approached me with a complaint about the library’s website. The patron found the website difficult to navigate and was unable to find specific information about upcoming events and programs.
To address this complaint, I immediately empathized with the patron and assured them that their feedback was valuable. I then proceeded to gather more information about the specific challenges they faced while navigating the website. This involved asking questions about their search queries, the links they clicked on, and any error messages encountered.
After understanding the issue at hand, I took several steps to resolve the complaint. Firstly, I conducted a thorough review of the website’s design and navigation structure to identify any possible areas for improvement. This involved analyzing the user flow, the placement of key information, and the clarity of labels and headings.
Based on my assessment, I identified a few key areas that required immediate attention. These included enhancing the search functionality, reorganizing the website’s layout, and improving the visibility of upcoming events and programs. I then collaborated with the library’s web development team to implement these changes.
To ensure that the changes were effective, I conducted usability testing with a diverse group of library patrons. This involved observing their interactions with the website and collecting feedback on their user experience. The feedback received wa… Read full answer
Source: https://hireabo.com/job/18_0_23/User%20Experience%20%28UX%29%20Librarian