Emails Are UX, Too: How to Make Better Overdue Notices & Other Communications

Davis, R. & Sheffield, S. (2021). Emails are UX, Too: How to Make Better Overdue Notices and Other Communications. Presentation given at Designing for Digital 2021, virtual.

We implemented a large-scale improvement to our patrons' experience of our libraries by updating our automated emails. Using a tone evaluation, UX principles, and user research insights, we rewrote 18 email templates. We'll share how we wrestled with ILS limitations and why we focused on presenting information to stressed users.