Learning from our users: reminding us of the value of keeping humans-in-the-loop

The value of engagement was reiterated emphatically in recent rounds of researcher consultation around research data management and data storage support. These consultations demonstrated researcher recognition of good engagement, and examples of seeking and finding the support they need informally in its absence. This evidence will inform service models and tools that are user-centred, while we face the challenge of balancing easy access and quality support. The University Library committed to achieving our 2023 to 2025 priorities in a ways that are user centred and evidence based . To this end, we conducted focus group and individual consultations as part of preparation of our re-designed Research Data Management Support Model. In 2024 ITDS and Library personnel collaborated on a human-centred problem solving method to inform improvements to user-facing communications and data storage request processes. Qualitative data collected through both projects demonstrated the value of user engagement in effective delivery of digital services, and unexpectedly delivered multiple examples of users establishing their own informal engagement-style relationships. This short talk will share brief examples, and indicate how user consultation is informing updates to service models.