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Looking for Trouble : The R ole of U ser R esearch in D iscovering & Solving Problems. Thomas Crichlow, User Experience Project Manager, Duke University Libraries Emily Daly, Head of User Experience Department, Duke University Libraries - PowerPoint PPT Presentation
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Looking for Trouble:The Role of User Research in Discovering & Solving Problems
Thomas Crichlow, User Experience Project Manager, Duke University Libraries
Emily Daly, Head of User Experience Department, Duke University Libraries
Adrienne Lai, Emerging Technologies Services Librarian, NCSU Libraries
TRLN Annual Meeting | July 22, 2013
User Experience Department
• Department:o some Public Services
staffo Learning Commonso Web team
• Emphasis on "cross-channel" user experience
User Research Team
• User Research Team – cross-departmental membership
• Aim is to gather feedback from users
• Purpose is to improve services
Image from www.walkingpaper.org
A lightweight approach
• Regular program of usability testing
• Small sample size
• Model: Test, View together, Debrief
Monthly usability testing
• Client-based program
• Worked with clients from six different departments across the Libraries
• Participants in usability tests are compensated for their time
UX Department
• Charged to improve users’ experience of library services and spaces, both physical and virtual
• Part of Collections & User Services
• Encourage others to submit project ideas
WebX Team
Vision & implementation
• Consider & prioritize web projects
• Serve as sounding board for process & designs
• Gather user feedback
• Research future possibilities
Examples
Virtual Browse touch-screen kiosk
Examples – New projects
Examples – New projects
My #HuntLibrary
Examples – New projects
How would you feel if one of your Instagram photos were selected by the library to be kept as a permanent record of what students did in 2013?
I would be so excited. For me, I think it would be better than winning an iPad.
Examples – New spaces
1st Floor
4th Floor
Examples – New spaces
New perspectives
Taking action
Examples
Examples - Web Redesign
• Observed Usability Testing• Search Term Analysis• Online Reverse Card Sort• Online Surveys• Feedback Sessions
Observed Usability Testing
Source: Steve KrugRocket Surgery Made Easy
Search Term Analysis
• Five people analyzed data from the 250 most frequently used search terms.
Online Reverse Card Sort
Online Surveys
• Open Questions about likes/dislikes• A / B / C testing of "Catalog" Terms• Testing of Wireframe designs of web pages
Feedback Sessions
Examples - UX projects
• Carrel and locker use & request process
• Graduate Student Reading Room
• Food-free zones
• Digital signage & wayfinding kiosks
Lessons learned
User research can involve significant up-front work
Challenges & Recommendations
User research can involve significant up-front work
Take the opportunity to invest in infrastructure and build expertise
Challenges & Recommendations
How do you decide what to study?
Challenges & Recommendations
How do you decide what to study?
Beware of scope creep - concentrate on what’s fixable and commit to iterative design
Challenges & Recommendations
How valid are the results of usability testing?
Challenges & Recommendations
How valid are the results of usability testing?
Take the results with a grain of salt and triangulate when possible
Challenges & Recommendations
Challenges & Recommendations
Writing research reports is really time-consuming
Challenges & Recommendations
Writing research reports is really time-consuming
Only produce as much documentation as is necessary
Challenges & Recommendations
How do you get buy-in from staff?
Challenges & Recommendations
How do you get buy-in from staff?
Make it easy for people to participate, emphasize co-ownership & keep senior decision-makers informed
Thanks for listening!
Thomas Crichlow, [email protected]
Emily Daly, [email protected]
Adrienne Lai, [email protected]
The Storified WebsiteHow Patrons Told Our Story
Mike Nutt, Digital Media LibrarianCharlie Morris, Web Development Librarian
#DHHILL on Instagram
News article
A post from our blog
Instagram photo
Tweet
lib.ncsu.edu/huntlibrary
THEN
lib.ncsu.edu/huntlibrary
NOW
Voice
Delight
http://flic.kr/p/c54Sj5
CuratingViral Website Publicity
Customer ServiceUnexpected Things
go.ncsu.edu/[email protected]
MORE!
