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beginning to archive relevant tweets/posts, formatting
* Payday lending and check cashing services have sprouted up in lots of working-class communities. And often it's just predatory or incredibly expensive, compared to traditional banking. And these services don't give people any way to save and earn interest instead of paying interest.
But Lisa J. Servon, an an urban policy professor at The New School, worked in a RiteCheck for four months and found that one reason people chose RiteCheck over a traditional bank was the user experience, the hospitality people got. She wrote in The Atlantic:
http://www.theatlanticcities.com/jobs-and-economy/2013/09/why-poor-choose-go-without-bank-accounts/6783/
: "The glue at RiteCheck is the customer/teller relationship. I interviewed 50 RiteCheck customers after my stint as a teller and, when I asked them why they brought their business to RiteCheck instead of the major well-known bank three blocks away, they often told me stories about the things the RiteCheck tellers did for them.....At RiteCheck, the tellers treated the customers as individuals and went the extra mile to assist them, perhaps in the same way that a neighborhood grocer might allow a trusted customer to run a monthly tab. On busy days, tellers regularly skipped lunch and coffee breaks in order to keep the wait times down. Ana Paula, our manager, often joined us at the window. The customer always came first and knew it."
Professor Servon believes that to attract these depositors, banks would need a better product -- fee and service structures that work for them.
So, you can see that other libraries are doing this. Sometimes we call it UI, or Human-Computer Interface, or user-centered design, or interaction design, and it intersects with product management, but it all goes to what I've been talking about. Several people on the Code4Lib list in October talked about what a huge difference a dedicated UX person or team makes. For example, Tom Cramer said, "We have been lucky to have a full time interaction designer within our library IT group for about 6 years. It makes a world of difference in the quality of our products." https://listserv.nd.edu/cgi-bin/wa?A2=ind1310&L=CODE4LIB&F=&S=&P=243880
So, we have some resources that I've just mentioned, and I know I missed a lot of people and guides and groups who can help out. So someone is starting, right now, [https://listserv.nd.edu/cgi-bin/wa?A2=ind1403&L=CODE4LIB&O=D&P=327030 an email thread on the code4lib list], to share usability resources. And if there's nothing at your institution right now, if you don't have what you need, then let's talk about how to hack your institution to get it. Let's talk about that this week, here in Raleigh, and on the list.
I want to thank all the people who have already talked about this with me and helped me work out the ideas in this talk:
- [http://www.harihareswara.net/ Sumana Harihareswara], Mar 25, 2014 == Tweets and blog posts about this talk == * http://bakinglibrarian.wordpress.com/2014/03/25/code4lib-day-1/* [https://twitter.com/BarnardArchives/status/448884704742498304 @BarnardArchives] If you haven't yet read @brainwane's #c4l14 keynote you really should http://wiki.code4lib.org/index.php/2014_Keynote_by_Sumana_Harihareswara … 1/2* [https://twitter.com/BarnardArchives/status/448885009836171264 @BarnardArchives] "Seeing that causation, seeing the connection between what someone's doing now & all the causation that went before it, is empathy."WOAH 2/2
[[Category:Code4Lib2014]]
