Assessment of Reengineered Library Services and Spaces for Improved User Experience in Universities in Kenya

Abstract

Innovation and transformation have been synonymous with the library environment, as they strive to rethink the services they offer amidst the changing information landscape. This paper assesses the reengineered library services and spaces in universities. The paper demonstrates how university libraries in Kenya have reengineered their services and spaces variably in order to cope with the changes in the information landscape and for improved user experience. However, despite the strides made by libraries in responding to the changes in information landscape, there is reported mixed user experience on the reengineered services and spaces. A multiple case study approach of six purposively selected private and public university libraries in Kenya based on Webometric ranking as an indicator of reengineering was used. Data was collected through face-to-face interviews with 30 librarians and 25 focus groups of students. The study established that university libraries have reengineered their services to respond to the changes and nurture a competitive advantage, but users still associate libraries with the traditional services. Additionally, reengineering has not had an effect on the satisfaction levels and usage of the library. The authors conclude that reengineering library services and spaces in universities has not improved user experience. The study recommends continuous reviews of the reengineered services for improvements or redesign; involvement of library users in the redesign of the services, and promotion of the reengineered services.