You will need

canvas, paints, markers, post-its

Time

1–2 weeks

People

1–2 colleagues

Difficulty

1 – writing pad and a marker should do, it is, however necessary to work with the acquired suggestions continually

Use when...

  • you are interested in the opinions of a wide variety of users
  • you want to collect the feedback on a specific service, space, or entire library in a playful way - you can ask directly on site
  • you have a specific question - Graffiti wall can also be a creative form of polls

Do not use when...

  • you want to ask more questions through which you want to prove or disprove your hypotheses
  • the problem or a question to be asked is rather complex and you would need to ask some follow-up questions
  • you do not want your users to know others’ answers - when writing on graffiti wall, users will most probably respond to one another and develop their ideas

Procedure

  1. Use a whiteboard, large sheets of papers, or pavement with chalks. Start with yourself, then ask users to join you.
  2. The key is to overcome the shame, which poses sort of a barrier. A lot of people are ashamed to draw. It is useful to open the drawing tools so that the users could see that should be used.
  3. Users should also be allowed to stick colorful post-its and emoticons directly to the furniture, doors, books, or signs so that they can express what they do and what they do not like.
  4. Make a regular photo documentation of the changes that took place in the space.
  5. Think about which changes can be made.

Keep in mind that...

  • the contribution of an idea can be user’s motivation provided that the form of graffiti wall is interesting enough
  • it is important to select a suitable place - Graffiti wall should not be under “constant supervision” of the staff so that the users feel secure when writing their suggestions
  • you need to document the results regularly (photo documentation is the easiest way) and to further process the feedback you collected - users will be always pleased to see reactions to their suggestions

Find out more

In the exploring phase, you can use the following methods…

Desk Research

When you need to quickly obtain valuable information

When you need to collect a lot of opinions in a short time

When you need a quick feedback

Case study

From questionnaire to a new group study space

Central Library of the MU Faculty of Arts

Download the book Service Design in Libraries

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