Being Human-Centred in the AI Era

Abstract

In an era increasingly dominated by artificial intelligence and technological innovation, academic libraries must recommit to a deep understanding and service to our users. This keynote explores the critical importance of user-centred design and user research in libraries, presenting a comprehensive approach to developing empathetic, data-driven organisational cultures. Drawing on practical case studies and research examples, the presentation will guide participants on how to transition from a reactive approach to occasional user feedback to building a strategic user-centred library. Practical examples will demonstrate how libraries can transform user interactions by understanding user motivations, addressing pain points, and developing more responsive and intuitive service models and systems. The keynote will demonstrate how to have meaningful user engagement, from designing effective research methods and interpreting complex user data to creating organisational practices that prioritise user needs in an increasingly algorithmic world. Attendees will learn how to adopt different research methods in their organisations and concrete strategies for formalising their library’s approach to human-centred design. Key themes include: Navigating technological trends while maintaining human-centric approaches Preserving human agency and empathy while acknowledging AI innovation Understanding the fundamentals of user-centred design & research methodologies Building organisational UX maturity & adopting strategies for impactful change based on user input Examples of UX wins & fails from other libraries