Sample interview questions: Can you provide examples of how you have utilized user journey mapping to identify pain points and opportunities for improvement in library services?
Sample answer:
Examples of User Journey Mapping for Pain Point and Improvement Identification:
Case 1:
- Service: Online library catalog
- Mapping Process: Tracked users’ interactions with the catalog from search to checkout.
- Pain Points:
- Search interface was complex and confusing.
- Users had difficulty locating specific items.
- Checkout process was unnecessarily long and cumbersome.
- Opportunities for Improvement:
- Simplified search interface with user-friendly navigation.
- Implemented auto-suggest and auto-complete features.
- Streamlined checkout process with fewer steps and clear feedback.
Case 2:
- Service: Reference chat service
- Mapping Process: Interviewed users and observed their interactions with chat librarians.
- Pain Points:
- Long wait times for assistance.
- Chat window was not mobile-responsive.
- Lack of transcript availability for future reference.
- Opportunities for Improvement:
- Staffing optimization to reduce wait times.
- Integration with a mobile chat platform.
- Automated transcript generation for user records.
Case 3:
- Service: In-person library orientation
- Mapping Process: O… Read full answer
Source: https://hireabo.com/job/18_0_23/User%20Experience%20%28UX%29%20Librarian