IMLS Phase II Library Website Review by libuxscad

Library User Experience To o l K i t Phase II | Library Website UX Review

DISCOVERY &

ANALYSIS

Library User Experience Design - Digital Services

UX TEAM FINDINGS

AND INSIGHTS DIGITAL SERVICES

ON-GROUND SERVICES

UX Design Team (Phase II) • • • • • • • • • • • •

Darrell Naylor-Johnson (project director) Tim Parker (SCAD head librarian) Heather Koopmans (SCAD head librarian) Aaron Schmidt (external consultant) Aaron Pompei (graduate student) Maria DeLa Vega (graduate student) Jagriti Kumar (graduate student) Andres Santanilla (undergraduate student) Vaibhav Bhanot (undergraduate student) Oscar Elmendorf (undergraduate student) Helana Derossett (undergraduate student)

Zachary Andrews (undergraduate student)

Library User Experience Design - Digital Services

DEFINING

I N DIR

STAKEHOLDERS

EC T ST A KE

Accounts Payable

Alumni DIRE CT S T

Acquisitions Strategy

SCAD Security

Academic Services CORE T AR

Workstudy Library IT

House Keeping Special Collection Librarian

Reference Desk Librarian City of Savannah

Registrar

Catalog Librarian Students

Research Librarian Circulation Assistant

IM+T

Faculty

Help Desk

Communications Manager Georgia Power

Internet Connectivity

Police

Library User Experience Design - Digital Services

DEFINING THE

SERVICE PACKAGE Computer Access

Ask a Librarian Live Chat

Hosting Classes

MySCAD

LibAnswers (FAQ)

ProQuest 360 live

LibGuides

(Research Guides “CMS”)

Research + Instructional Librarians

Circulation

Relaxed seating

Computer Banks

Content Pro

Light tables work area

Visual Resource Center

Specialized Workspace

Tutoring

Search Kiosk

Group Workspace

Room Reservations

Interior Design

Writing

Special Events

IT Support Help Desk

Work Tables

Artwork Installations

Research Guides

library.scad.edu

Scanners, Printers and Cintiqs

Study Rooms

Shelving for books

Research Workshops

(Mail + Calendar)

Conference Rooms

Classrooms

(Special Collections)

Social Relaxed Seating

My Account

Zimbra

(Inter-library Loans)

Special Collections

Collection Development

Individual Workspace

( Search UI)

Inter-library Loans

Academic Resource Support

Access Services

ProQuest Summon

ILLIAD

Sierra

Cataloguing

Instruction

(Indexing for search UI)

Library Information Technology

Computer Labs

ProQuest RefWorks

Library User Experience Design - Digital Services

DEFINING THE

ECOSYSTEM .

IT Services

KEY

SUP

SCAD Transit

CO MP LE M E NTAR YO

Core Audience

Savannah Residents

(Bus + Safe Ride)

Bike Racks

Computer Labs

Key Staff Complementary People, Interactions, Goods and Services

Signature Events

Safety and secutiry

Enabeling and Supporting Organizations and Services Other People and Businessess

Postal Services

Research Consultation

CORE VA L

Fees and Payment Transactions

Workshops

Access Services

SCAD Students

Research and Instruction Librarian

Local Retail Stores

Public Book Donations

Indexing Search Services

Savannah Parking and Trafﬁc Management

Multi-use spaces

SCAD Faculty

Local Restaurants

Web Services

Workstudy Program

City of Savannah (Roads)

Website

Special Collection Librarian

Tutoring and Writer’s Studio

Course Reserves

Foundations and founding (IMLS)

Exhibitions

Inter/Intra Library Loans

Book Vendors SCAD Savannah Tourists

General Public

Software Providers

Academic Databases

Visual Resource Center The Library of Congress Utility Providers

Potential Students

SACS

House Keeping

Parents of SCAD Students

Library User Experience Design - Digital Services

CURRENT WEBSITE HEURISTIC EVALUATION

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USABILITY MATTERS’ SERVICE DESIGN HEURISTICS

USABILITY HEURISTICS BY JAKOB NIELSEN 1. Visibility of system status The system should always keep users informed about what is going on, through appropriate feedback within reasonable time. 2. Match between system and the real world The system should speak the users’ language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order. 3. User control and freedom Users often choose system functions by mistake and will need a clearly marked “emergency exit” to leave the unwanted state without having to go through an extended dialogue. Support undo and redo. 4. Consistency and standards Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions. 5. Error prevention Even better than good error messages is a careful design which prevents a problem from occurring in the first place. 6. Recognition rather than recall Make objects, actions, and options visible. The user should not have to remember information from one part

of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate. 7. Flexibility and efficiency of use Accelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions. 8. Aesthetic and minimalist design Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility. 9. Help users recognize, diagnose, and recover from errors Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution. 10. Help and documentation Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user’s task, list concrete steps to be carried out, and not be too large.

A. Address Real Need Solve people’s problems while providing value that feels like it’s worth the effort. Base service models on needs identified from contextual research with people. B. Clarity of Service Offering Provide a clear service offering, in familiar terms. Actors (any person involved in the creation, delivery, support or use of a service) should easily grasp if a service is right for them, and what they are trying to deliver. C. Build Lasting Relationships The service system should support appropriate interactions, allow for flexibility of use, and foster ongoing relationships. The right level of engagement supports an evolving service experience. D. Leverage Existing Resources Consider the whole system and what existing parts could be used to better deliver the service. Find opportunities to augment, repurpose, or redeploy resources. E. Actor Autonomy and Freedom The service ecosystem should t around the habits of those involved. Do not expect people to adapt their life or work styles to suit the service model. F.  Graceful Entry and Exit Provide flexible, natural entry and exit points to and from the service. Consider when it is appropriate for actors to

jump in, or to achieve closure. G. Set Expectations Let actors know succinctly what to expect. Assist understanding of where they are in the system through the design of environments and information. H. The Right Information at the Right Time Tell the actors and the system what they need to know with the right level of detail, at the right time. Weigh the costs and benefits of providing more or less precise information. I. Consistency Across Channels at Any Scale Continuity of brand, experience and information should exist across the entire service system. Actors should be able to seamlessly move across channels. J. Appropriate Pace and Rhythm of Delivery All actors should experience and provide the service at a suitable and sustainable pace.

Library User Experience Design - Digital Services

CURRENT WEBSITE HEURISTIC EVALUATION

LIBRARY.SCAD.EDU - Home page screenshot

USABILITY EVALUATION:

LIBRARY.SCAD.EDU - Home page screenshot

SERVICE DESIGN EVALUATION

2. Match between system and the real world Lack of shared design language with the rest of the platform.

5. Error prevention Excesive how-to documentation. Explaining basic operations which be mere intuitive.

A. Address Real Need It is important to focus on the main goal users have when visiting the site.

G. Set Expectations Users need to know what to expect from links, and what are they going to find when they click on them.

Functional, yes mirrors internal attitudes and perspective.

6. Recognition rather than recall Search field and menu are the only patterns used that the users can immediately identify.

B. Clarity of Service Offering The name of different sections and links do not provide clarity to what the user might find when they are clicked on. Repetitive links provide confusion.

H. The Right Information at the Right Time Show only what users need to know in a specific time. Showing every bit of information that is available is confusing and overwhelming.

D. Leverage Existing Resources Provide in-context explanation of different help topics. The extensive How-To information that is already on the website can be used in the exact moment a user might need it, without making the user search for help, leaving their current task.

I. Consistency Across Channels at Any Scale Navigation through the platform should be consistent. Users should be able to repeat the same kinds of actions and recognize the same structure consistantly throughout their experience on the site.

Content through out site uses technical jargon. Shift language to user orientation.

Search complexity is augmented via tabs and menus that repeat all page content.

No recognizable order to content sections Limited use of UI + IA patterns for web 3. User control and freedom There are multiple ways of accessing the same content (repetitive links). Too many options 4. Consistency and standards Similar labels lead to very different services. Creates confusion among users.

E. Actor Autonomy and Freedom Users already have a predetermined way to search for information that they are used to. This service should adapt to what they already know without breaking their patterns of behavior.

J. Appropriate Pace and Rhythm of Delivery Deliver information as it is needed, in-context, not all at once.

CURRENT WEBSITE HEURISTIC EVALUATION

Library User Experience Design - Digital Services

LIBRARY.SCAD.EDU - Search results

USABILITY EVALUATION: 2. Match between system and the real world Match results to the organization of call cards 3. User control and freedom What action can be taken from results page? - Reduce views to content - Provide enough content to decide 5. Error prevention How do we allow the user to find what they need from the start? Prevent the no results or results that are not relevant 6. Recognition rather than recall It should be easy for the user to recognize what icons stand for (For example: RefWorks folder icon) 7. Flexibility and efficiency of use How does the system support students’ practice of research? - From “How to”, to “Try this”

LIBRARY.SCAD.EDU - Search results

SERVICE DESIGN EVALUATION 8. Aesthetic and minimalist design Descriptive content on right side bar is easily ignored. Place for more focus, reveal as nedded. Asset metadata - call to action - citation air - reference desk contact 9. Help users recognize, diagnose, and recover from errors When no results appear, how do we point the user in the right direction? (keywords or suggestions to get results needed)

A. Address Real Need Display only the key information that the user needs to know. Other information may not be relevant to the user and creates confusion.

H. The Right Information at the Right Time Whenever users don’t find the results they were looking for, suggestions of other keywords and search terms they can use to get the results they are looking for.

B. Clarity of Service Offering The user should be able to know what to do after results are displayed. For example: how can he/she reserve a book, find it, etc.

Side bar information delivered in steps, not all of the information that is shown is needed by the user at the same time. Only show what users need.

Students should understand what icons mean, and what actions they can take by clicking on those icons. Many tools go unused because users don’t know they are there, the icons that represent them are not clear and don’t transmit this information. E. Actor Autonomy and Freedom Users should be able to apply the search and discovery methods that they already know, forcing them to learn new ways can lead to confusion and exit from the service itself.

CURRENT WEBSITE HEURISTIC EVALUATION

Library User Experience Design - Digital Services

LIBRARY.SCAD.EDU - Result detail

LIBRARY.SCAD.EDU - Account Log in

USABILITY EVALUATION:

SERVICE DESIGN EVALUATION

USABILITY EVALUATION:

SERVICE DESIGN EVALUATION

6. Recognition rather than recall Users should be able to recognize where to click to access the information they need. - What is important for them? - What do they really need to know?

A. Address Real Need Display only the key information that the user needs to know. Other information may not be relevant to the user and creates confusion.

6. Recognition rather than recall Users should be able to recognize where to click to access the information they need. - What is important for them? - What do they really need to know?

A. Address Real Need Display only the key information that the user needs to know. Other information may not be relevant to the user and creates confusion.

Establish graphic hierarchy of information so the action they need to take becomes relevant.

Library User Experience Design - Digital Services

Tree Tes&ng - Research Plan ________________________________________ Goals 1. Propose new terms and categories for the website’s IA 2. Test with students 2 diﬀerent variants of the IA taxonomy to see which one performs beEer in terms of accuracy. Par)cipant Recruitment 10 students: ➔ 4 Freshman (Newbies) ➔ 4 Seniors/Grads entering thesis (Oldies) ➔ 2 Juniors (Mid-level) ➔ 50/50 American/Interna&onal Prepara)on Tasks 1. Create 2 sets of variants for IA taxonomy 2. Wireframes

User Journey

Library User Experience Design - Digital Services

User Journey Learnings + Insights • There are 5 types of search • Users have to remember the definition for each type of search

• There are two types of advanced search (should be aligned)

• Suggested search might confuse users, as it appears in the middle of results

• Shift from digital to physical space is not providing users with a transition that explains what they should do next.

Research Insights • There are two general types of users: • Newbies: first year undergrads + grads • Oldies: juniors, seniors + grads working on thesis

• Each set of users has different needs • In general they want to: search and ask for help • Students associate the names of library services to different things. They don’t always match what the library is actually offering.

Research Insights • Category names are confusing to students, they don’t know what to expect to find when they click on them

• Special Collections vs. Featured Collections • Ask a Librarian vs. Live Chat • Request Consultation vs. Request Instruction • Intra-SCAD Requests vs. Inter-Library Loans • Course Reserves: They think they will find general materials for each of their current courses

Library User Experience Design - Digital Services

Research Hypothesis • Student desire simple search utility • Ambiguity of resource names leads to under utilization

• Transparency of operational information is crucial

Creating the Information Architecture

Library User Experience Design - Digital Services

Information Architecture library.scad.edu

Search Initiating information

My account

Other information

Search Advanced search Inter-Library Loans Global information

How toâ&#x20AC;&#x2122;s

Resources

E-Learning

Intra-SCAD Request

Course Reserves

Borrowed Materials Suggest a purchase Room Reservations

Hours

Catalog

Database

Workshops

Library map

Course reserve

Journals

Research guides

Policies Help : Live chat

Borrow materials

Specials collections

Room Reservations

Renew materials

Digital collections

Requested Instruction

Research guides

Requested Consultation

Frequesntly asked questions

Visual resource center Staff picks

Intra-SCAD Requests Reserve a Room Request Instruction Request Consultation

Library User Experience To o l K i t Phase II | Library Website Ideation

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Library User Experience To o l K i t Phase II | Library Website Mid-fi Prototype

library.scad.edu

SCAD LIBRARIES

What can I help you ďŹ nd? CLOSING AT 1:00 am

Library Collections Tools & Resources Workshops SCAD

Savannah

library.scad.edu

SCAD LIBRARIES

CLOSING AT 1:00 am

Library Collections Tools & Resources q w e

y u

Workshops

x c SCAD z Savannah 123

g h v

i j

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o p k

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space

library.scad.edu SCAD LIBRARIES

New Arrivals (8) Book

eBook

Journal Article

Book Title Can Be 22 C

Author First / Last Name

i Book Title Can Be Author First / Last Name

Trending (15) Urban Design

Graphic Design

Book Title Can Be 27 Characters.

Author First / Last Name

The Rest (32) Book

Book

SCAD

Savannah

library.scad.edu

What can I help you ďŹ nd? New Arrivals (8) Book

eBook

Journal Article

Book Title Can Be 22 C

Author First / Last Name

i Book Title Can Be Author First / Last Name

Trending (15) Urban Design

Graphic Design

Book Title Can Be 27 Characters.

Author First / Last Name

The Rest (35) Book

SCAD

Book

Savannah

Book

library.scad.edu SCAD LIBRARIES

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DATABASES GUIDES TOOLS SCAD

Savannah

library.scad.edu

What can I help you ďŹ nd?

DATABASES GUIDES TOOLS SCAD

Savannah

library.scad.edu

What can I help you ďŹ nd?

Workshops June

June

29 July

Literature Review Rm 456 2:00 pm Read Objectives

RefWorks Citation Rm 123 3:00 pm Read Objectives

Rm 123 5:00 pm Read Objectives

14 SCAD

Rm 123 4:00 pm Read Objectives

Thesis Statement

July

Research Survival

Reseach Practice Rm 789 9:00 am Read Objectives

Savannah

library.scad.edu

What can I help you ﬁnd?

Workshops June

Research Survival Rm 123 4:00 pm Read Objectives

• Effectively launch a research project • Search methodology to pinpoint resources • Quick reference list for easy retreival

June

29 July

July

14 SCAD

Literature Review Rm 456 2:00 pm Read Objectives

RefWorks Citation Rm 123 3:00 pm Read Objectives

Thesis Statement Rm 123 5:00 pm Read Objectives

Reseach Practice Rm 789 9:00 am Read Objectives

Savannah