Everybody's talking but who's listening? Hearing the user's voice above the noise, with content strategy and design thinking

Targeted, consistent content encourages library users to engage with services and resources. As the user experience, particularly offshore, is largely defined by interactions with virtual services, it is more important than ever to listen to the user and craft content that forms part of an ongoing conversation. This paper shares the University of Wollongong Library's experience of developing a content strategy and using personas with design thinking to firmly place user experience at the heart of content and service delivery.