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CRIG 2017 Improving digital library services with user research

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Modern libraries provide a burgeoning array of digital services, all experienced through a myriad of touch-points. To name a few: catalogue; discovery layers; website; LibGuides; Learning Management Systems; chat; Skype; social media; YouTube; blogs; portals; email...
It's a complex picture! A dichotomy of implementing innovative new services while maintaining legacy ones rarely results in seamless, unified library experiences. Using unconnected touch-points often leads to broken user experiences. A good user experience requires research.

To increase satisfaction and delight library users, adopt an approach that gathers evidence, generates insights, and informs decision-making for iterative, incremental changes. This presentation explores some tried and tested user research methods to gather both qualitative and quantitative data from students and staff throughout all stages of project life-cycles. It aims to inspire you with examples of user research initiatives undertaken at Deakin University Library, including co-design workshops for a better homepage, and preliminary results from a longitudinal happiness tracking survey for continuous improvement.

Attendees will take away a digital set of research method cards templates, and tips for conducting quality user research to improve project outcomes at their libraries.

Publicado en: Tecnología
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CRIG 2017 Improving digital library services with user research

  1. 1. WITH USER RESEARCH @vfowler Improving digital library services DEAKIN UNIVERSITY CRICOS PROVIDER CODE: 00113B #CRIG2017 - UX & You Vernon Fowler
  2. 2. SLIDES @vfowler j.mp/crig2017ux With notes?
  3. 3. Today 1.Warm up 2.Methods 3.Case studies 4.Take away
  4. 4. DIGITAL PRODUCTS @leahbuley UX → encounters HTTP://ROSENFELDMEDIA.COM/BOOKS/THE-USER-EXPERIENCE-TEAM-OF-ONE/
  5. 5. Digital library products / services: PHOTO BY JASON ROSEWELL ON UNSPLASH
  6. 6. WHAT USERS WANT AND NEED Researching HTTP://ROSENFELDMEDIA.COM/BOOKS/THE-USER-EXPERIENCE-TEAM-OF-ONE/
  7. 7. HTTP://WWW.INSYNCSURVEYS.COM.AU/NEWS/2007/04/CAUL-RESULTS/
  8. 8. Search box change https://youtu.be/59N0Ugqjiso
  9. 9. A HIERARCHY OF EFFORT @igniting Fixing a bro- -ken user experience Stefan Klocek HTTPS://WWW.SMASHINGMAGAZINE.COM/2012/09/FIXING-BROKEN-USER-EXPERIENCE/
  10. 10. Success BRINGING UX INTO LIBRARIES @CraigMMacDonald HTTP://DX.DOI.ORG/10.1002/PRA2.2015.145052010055
  11. 11. Maturity & methods HTTP://DX.DOI.ORG/10.1080/01930826.2016.1232942 BUILDING UX CAPACITY IN LIBRARIES Unrecognised ConsideredRecognised Implemented Integrated Institutionalised
  12. 12. Methods CARDS
  13. 13. When to explore BEFORE HTTPS://WWW.USERTESTING.COM/BLOG/2016/04/22/CHOOSE-RESEARCH-METHOD/
  14. 14. Evaluate & validate DURING HTTPS://WWW.USERTESTING.COM/BLOG/2016/04/22/CHOOSE-RESEARCH-METHOD/
  15. 15. Time to measure LIVE HTTPS://WWW.USERTESTING.COM/BLOG/2016/04/22/CHOOSE-RESEARCH-METHOD/
  16. 16. Business values
  17. 17. Case studies PHOTO BY CLAY BANKS ON UNSPLASH
  18. 18. Co-design workshops EXPLORE AND VALIDATE A BETTER LIBRARY HOMEPAGE
  19. 19. Co-design benefits IMMEDIATE Better ideas, with high originality & user value HTTP://WWW.DESIGNFOREUROPE.EU/WHAT-CO-DESIGN
  20. 20. Co-design benefits IMMEDIATE Better ideas, with high originality & user value LONGER-TERM Better relationships HTTP://WWW.DESIGNFOREUROPE.EU/WHAT-CO-DESIGN
  21. 21. Co-design is… FUN HTTPS://WWW.NNGROUP.COM/ARTICLES/WHICH-UX-RESEARCH-METHODS/
  22. 22. Workshops TRY THIS HTTP://UXMAG.COM/ARTICLES/CREATIVITY-BASED-RESEARCH-THE-PROCESS-OF-CO-DESIGNING-WITH-USERS
  23. 23. 1. Gather & create 2. Prioritise 3. Present
  24. 24. Voice of the user Empathy building PHOTO BY MATT BOTSFORD ON UNSPLASH
  25. 25. Collages
  26. 26. Analysis
  27. 27. Insights → wireframes
  28. 28. Beta test
  29. 29. Co-design activities Invisible benefit
  30. 30. Search Happiness CONTINUOUS IMPROVEMENT HTTPS://RESEARCH.GOOGLE.COM/PUBS/PUB43221.HTML
  31. 31. Surveys TRACK ISSUES & DISCOVER OPPORTUNITIES HTTPS://WWW.NNGROUP.COM/ARTICLES/WHICH-UX-RESEARCH-METHODS/
  32. 32. First 24 hours Frequency and sentiment
  33. 33. Frustrations Log in issues Session time out Interface woes Book reviews dominate
  34. 34. Best “That you can go straight to a document (as PDF) from the first search window. And that you can easily get the citation (harvard, for example)” “Easy to use, great filters for searching for specific resources. Lots of resources available.”
  35. 35. Improving library search ‘exclude reviews’ – designed to resolve book reviews cluttering up results ‘session keeper’ – aims to resolve annoying timeouts
  36. 36. Tools & templates PHOTO BY TODD QUACKENBUSH ON UNSPLASH
  37. 37. 1 tool, 1 template Airtable 1. http://j.mp/airtableme 2. http://j.mp/uxbase2017
  38. 38. References Alvarez, H. (2016, April 22). Consider these variables before you choose a UX research method. Retrieved 2 June 2017, from https://www.usertesting.com/blog/2016/04/22/choose-research- method/ Buley, L. (2013). The User Experience Team of One : A Research and Design Survival Guide. Rosenfeld Media. Chisholm, J. (n.d.). What is co-design? Retrieved from http://www.designforeurope.eu/what-co- design Hall, E. (2013, September 10). Interviewing Humans. Retrieved from http://alistapart.com/article/interviewing-humans Klocek, S. (2012, September 27). Fixing A Broken User Experience. Retrieved from https://www.smashingmagazine.com/2012/09/fixing-broken-user-experience/
  39. 39. References MacDonald, C. M. (2015). User experience librarians: user advocates, user researchers, usability evaluators, or all of the above? Proceedings of the Association for Information Science and Technology, 52(1), 1–10. https://doi.org/10.1002/pra2.2015.145052010055 MacDonald, C. M. (2017). “It Takes a Village”: On UX Librarianship and Building UX Capacity in Libraries. Journal of Library Administration, 57(2), 194–214. https://doi.org/10.1080/01930826.2016.1232942 Müller, H., & Sedley, A. (2014). HaTS: Large-scale In-product Measurement of User Attitudes & Experiences with Happiness Tracking Surveys. Retrieved from https://research.google.com/pubs/pub43221.html Naranjo-Bock, C. (2012, April 24). Creativity-based Research: The Process of Co-Designing with Users. Retrieved 18 August 2017, from http://uxmag.com/articles/creativity-based-research- the-process-of-co-designing-with-users
  40. 40. References NNgroup. (2017). Small vs. Big User Studies — What’s Best? (Jakob Nielsen). Retrieved from https://youtu.be/ZTsT8r4MWLk PRESS RELEASE: Insync Surveys launches 2006 library results: CAUL hits an all time high. (2007, April 5). Retrieved 18 August 2017, from http://www.insyncsurveys.com.au/news/2007/04/caul- results/ Rohrer, C. (2014, October 12). When to Use Which User-Experience Research Methods. Retrieved 2 June 2017, from https://www.nngroup.com/articles/which-ux-research-methods/ Sauro, J. (2013, March 12). What UX Methods to Use and When to Use Them. Retrieved from https://measuringu.com/method-when/
  41. 41. Thank you TRY UX AT YOUR LIBRARY @vfowler
  42. 42. LibUX community ON SLACK
  43. 43. http://libux.co/slack
  44. 44. https://twitter.com/UXLibs/status/872057752859947009
  45. 45. https://twitter.com/asharman/status/872042570880253952 https://twitter.com/asharman/status/872042570880253952
  46. 46. https://twitter.com/asharman/status/872042570880253952 https://twitter.com/UXLibs/status/872057752859947009
  47. 47. Small sample, iterate rapidly: more value https://youtu.be/ZTsT8r4MWLk
  48. 48. User research BENEFITS HTTPS://ALISTAPART.COM/ARTICLE/INTERVIEWING-HUMANS
  49. 49. Biggest challenge as a Lib UX Professional Knowing what the business goals are, and how we measure success.
  50. 50. https://boagworld.com/digital-strategy/10-mistakes-in-project-management/

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