User-Centered Design and Reference Services in International Librarianship: A Case Study of Nazarbayev University Library

Abstract

Major changes over the past decade have moved Kazakhstan and its university students out of the old Soviet model of education and into the realm of international scholarship. While students from this region are being prepared in new and innovative ways, their research needs are still unique and require a firm understanding on the part of academic librarians. With an eye to better serving students at Nazarbayev University, librarians undertook a usability of the library's web resources in February 2013. This article presents findings from the study, which address the distinct needs of university students from post-Soviet nations.

KEYWORDS:

• international librarianship
• reference services
• user experience
• usability research
• user-centered design
• case studies

Acknowledgments

©Elizabeth A. King, Heidi E. Dowding and Julia T. Pflager