Understand Your Customers: Empathy Persona Creation Workshop

Saturday, June 27, 2015 -
10:00am to 12:00pm

Calendar Download to my calendar
Sierra Suite E
Contact Person: Louise Gruenberg, Sr Usability Officer, American Library Association

Personas are archetypal, representative customers used in strategic planning, service design, interaction design, user experience design and marketing. Personas will make it possible to better understand patrons of all ages, board members, friends group, government officials, vendors and others with whom staff interact as they support your library’s mission.

Join us in a hands-on workshop to develop a couple of ALA empathy personas to understand how the process works. After that we’ll move on to guided exercises to explore how to best implement your own persona development project. Your library can partner with its constituency groups to collaboratively develop and use personas. What are their concerns, passions, interests, problems, tasks, and how do those intersect with your programs and services?

Instructions for how to run Empathy Development Workshops and digital files of the worksheets used in the session will be available for you to take back to your workplace.

Questions about personas? Wikipedia has general information at:http://en.wikipedia.org/wiki/Persona#In_user_experience_design; while Usability.gov focuses on their use in web design: http://www.usability.gov/how-to-and-tools/methods/personas.html.

Session Presenter Information: Louise Gruenberg, MAE, MLS, UxD (2015) is ALA’s Senior Usability Officer.

Type of Library: 
Included with conference registration
Session Materials: 
Library Personas Worksheets.zip - Uploaded by Louise Gruenberg-IL (Jul 14, 2015 - 96.13 KB
Last Updated: 
Thursday, May 7, 2015 - 8:48am PDT
126 people interested in attending (View all)


I'm delighted and excited that 86 people want to come to this workshop, but the room set is only for 20 (25 in a pinch). Conference Serviceshas no larger rooms to move us to, but offered me the same room on Monday. I'm willing to run two or three more sessions on Monday, if any of you can switch to them. 

This message is the only way I have to communicate with you, so please post back so I can get a handle on what times are best for the most people on Monday.

Copy and paste the text below into your comment and edit to communicate what's doable. If a time is impossible, just delete it so you don't have to rank it.(I've set everything on the hour, but thaer's some flexibility there, and we could start and end on teh half-hour if that works for people.)




I can only make Saturday.

If you can switch to Monday, rank these options for your time preference, with 1 being most desirable:

8 AM to 10 AM

10 AM to Noon

1:00 to 3:00

3:00 to 5:00

5:00 to 7:00

8 AM to 10 AM  - #1

10 AM to Noon  - #2

I can't make any other times on Monday. Thanks.

I should be able to make it on Monday morning

10 AM to Noon

(The other times on Mon would not work for me).



8 AM to 10 AM  1

3:00 to 5:00  2


Hit reply to post here, or email me at lgruenberg@ala.org. Thanks. 

I can only make Saturday.

Here's the listing for Monday, 10 to noon, which worked out best based on emails people sent and posts here. I'm sorry it won't work for everyone.


See you soon!

Please provide feedback on the workshop so the next session can be better!

Most of the files are 11x17. Use the Activity Grid as your planning/pacing document for 90 minute staff workshops; note that 120 minutes would be even better. As you know from your own experience ...

Let me know if you need any other handouts in digital format.