It's Not You, It's Me: Adapting to User Feedback

Abstract

In this program, attendees will learn how to re-frame thinking from that's how it's always been and other antiquated justifications for static service models, and move towards data-driven decisions to improve the user experience. The presentation will highlight several successful and affordable methods of gathering user feedback, and detail real examples of how one institution has reconsidered longstanding policies to meet user expectations.