web usability testing clearing the path to library resources and services victor baeza, robin leech,...
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Web Usability TestingWeb Usability Testing
Clearing the Path to Library Resources and Services
Victor Baeza, Robin Leech, Karen NeurohrMPLA Annual Conference, 2008
Salt Lake City, UT
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BackgroundBackground• Web page history
– Distributed model with web editor
• University template re-design
• University logo change
• Impetus from library administration
• Impetus from library staff
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Our starting pointOur starting point
• [graphic of our “old” library home page]
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OSU home pageOSU home page
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Usability - What is it?Usability - What is it?• “Ease of use” (Jakob Neilsen)
• “... really just means making sure that something works well: that a person of average ability … and experience can use the thing … for its intended purpose without getting hopelessly frustrated.” (Steve Krug)
• “… Extent to which a product can be used by specific users to achieve designated goals with efficiency, effectiveness and satisfaction” (Shelagh K. Genuis)
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Why should we test?Why should we test?• Learn how/why/where users become frustrated
• “If you want a great site, you’ve got to test” (Steve Krug)
• “…can reveal problems in design, navigation, layout or labeling…” (Gore & Hirsh)
• “Replaces opinion with user-centered data” (Beth Thomsett-Scott)
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Why Test? Why Test? Library Strategic GoalsLibrary Strategic Goals
• Goal Two: Library Services: continually refocus library services to meet the needs of our users
– Objective 2.2: Develop a systematic and on-going assessment of library services through user surveys, meetings with representative student and faculty groups, and analysis of use statistics.
– Objective 2.4: Expand and improve Public Services to maximize use of resources and facilities, resulting in streamlined research and retrieval processes for library users.
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RecommendationsRecommendations
• Create a Usability Testing Group
– 5-6 key people (technical, reference, etc.)
Set goals and objectives
– Look at the big picture, where are we going?
• Target population(s)
– Students, faculty, staff, donors, state
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RecommendationsRecommendations• Type of tools
– Formal usability, question development, IM & e-mail archives
• Frequency
– At least 3 test groups; 3 web page revisions
• Create a Web Page Re-Design Group
– 5-6 key people (technical, reference, etc.)
• Test Environment/Equipment
– PC with Camtasia
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Team compositionTeam composition• Usability Team
– 4 library faculty
– 1 staff
• Web Re-design Team
– 3 library faculty
– 2 staff
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Charge to our TeamCharge to our Team
• Begin conducting usability testing
• Begin library home page redesign
• Move library home page into university template
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Team assignmentsTeam assignments• Exploring the literature
• Web log files
• Exploring other sites
• Staff surveys
• Workshop attendance
• Local workshop for library faculty/staff
• Meetings, meetings, meetings
• Consultations
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TimelineTimeline
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Institutional Review BoardInstitutional Review Board
• Incentives
• Methodology
• Risks
• Benefits
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Survey 1 - Current SiteSurvey 1 - Current Site• 4 Open-Ended Questions
– 5 things you like about current site
– 5 things you’d like to see changed
– Names and/or URLs of sites you like and why the site appeals to you
– List some features you’d like to see on our site
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Significant FindingsSignificant Findings
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Usability Testing: Usability Testing: Tools ConsideredTools Considered
• Focus groups (students)
• Survey (paper or verbal)
• Heuristics (site analysis by experts)
• Prototypes (paper mockups)
• Usability walk-through
• Server log analysis
• Card sorting
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Testing New TemplateTesting New Template
• Card Sorts
• Focus Groups
• Survey Library Faculty/Staff again
• Recorded task tests (Morae)
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Card SortingCard Sorting• Open Card Sorting
– New or Existing Sites
– Users define groups/headings
– Good for redesign or creating new
• Closed Card Sorting
– Existing Sites
– Predefined groups/headings
– Good for adding new content
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Card SortingCard Sorting• Answers
– Grouping Information– Navigation Strategies– Users Understanding
• Advantages
– Quick– Inexpensive– Very User Centered– Simple– Sets direction/focus
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Card SortingCard Sorting
• Disadvantages
– Content focused
– Shallow (not task driven)
– Limited by users knowledge
– Can be inconsistent
– Analyzer bias
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Our Card SortsOur Card Sorts• Test Group
–2 beta (undergrads)
–5 grads
–1 faculty
• Terms from our web pages
• Favored terms from other sites
• Organizational structure
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Card SortsCard Sorts
Stu: ILL? I thought it was a big hassle.
Adm: It’s a library term
Stu: Instead of ILL maybe have something to make it easier – “Can’t find it? No problem, try InterLibrary Loan.”
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Focus GroupsFocus Groups
• 2 undergrads, 2 grads, 1 faculty
• Pizza & pop
• 1 moderator, 1 note taker
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Focus GroupsFocus Groups• Advantages
– Stimulates discussion– Hear different viewpoints– Students eager to share opinion– Relatively inexpensive
• Disadvantages– Best to have a trained facilitator– Group think– Qualitative data hard to organize
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Survey 2- Survey 2- Library Faculty & StaffLibrary Faculty & Staff
• After focus groups and card sorts
• Twelve, more specific questions
• Purpose: To improve the library home page for most OSU students.
*Questions in this survey address topics that were not decisive from summer efforts
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Top Navigation BarTop Navigation Bar• Order or hierarchy of topics is
effective for most OSU students.
• If disagree that hierarchy is effective, place items in order of effectiveness.
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Content Box, page centerContent Box, page center
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MiscellaneousMiscellaneous
• Effectiveness of overall layout of page?
• Add “last update” to bottom of page?
• Add prominent links to branch libraries?
• Add small icons for visual interest to some of the page topics?
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• Uniformity
• Relevance to the library
• Logo- @ the library
• Suggestions for additional pictures
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1. Find Catalog, Books2. Find Articles3. Hours (and Contact Us)
0
10
20
30
40
50
60
70
80
Yes No
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Additional CommentsAdditional Comments
• Mix of negative and positive comments, but more positive
• Most suggestions- cosmetic changes (color, font, bullets, etc.)
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•People’s expectations are based on web sites they go to and use frequently.
•People will comment on anything and everything; may have nothing to do with functionality
•Don’t underestimate the ownership that library faculty and staff feel to the library site.
Things to Keep in MindThings to Keep in Mind
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More Things to Keep in More Things to Keep in MindMind
• Don’t take comments personally.
• You can’t please everyone.
• There’s no such thing as perfect.
• It’s always a work in progress.
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Task TestingTask Testing• 11 undergrads
• One-on-one task testing
• 8 questions
• Alternatives to Morae (TechSmith)
•Camtasia
•Jing
•Your own video camera
• Consent forms
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MoraeMorae Student Screen
Time line
Student video
Student task directory
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Our current iterationOur current iteration
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Link on homepageLink on homepage• Tell Us What You Think
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Home Page FeedbackHome Page Feedback
• Fall Semester Findings included “BOSS Rocks!”
• Spring Semester Findings “really easy to use and navigate”
• Improvements Needed
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ConsiderationsConsiderations• Accessibility
• Administrative (structure)
• Time … time … time
• Timing of re-design
• Budget
• Getting Volunteers
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BibliographyBibliography• Abram, S. (2007). 20 Tips to Inspire Innovation. American
Libraries, 46-48.• Jasek, Chris. (2004). How to Design Library Web Sites to Maximize
Usability. Library Connect Newsletter (5). http://libraryconnect.elsevier.com/lcp/0502/lcp0502.pdf
• Krug, S. (2006). Don't Make Me Think! A Common Sense Approach to Web Usability (2nd ed.). Indianapolis, IN: New Riders Publishing.
• Kupersmith, J. (2005, June 2, 2006). Library Terms Evaluated in Usability Tests and Other Studies. Retrieved February 9, 2007, from http://www.jkup.net/terms-studies.html
• Kupersmith, J. (2007, January 10, 2007). Library Terms That Users Understand. Retrieved February 9, 2007, from http://www.jkup.net/terms.html
• Norlin, Elaina and CM! Winters. (2002). Usability Testing for Library Web Sites. Chicago: ALA Publications.