Library Services Navigation: Improving the Online User Experience

Brian Rennick

Brigham Young University

Library and Information Technology Association Forum

Fort Worth, Texas

November 18, 2016

Acknowledgements

• Grant Zabriskie—concept and design

• Ben Crowder—implementation

Overview

• Major redesign of the website

• Focus on services

• Work in progress (September 2016)

What is a Service?

Anything (public facing) that meets the needs of a user

• Library Materials (both digital and physical, e.g. books or DVDs)

• Material Services (e.g. course reserve or interlibrary loan)

• Equipment and Technology (e.g. iPads or tripods)

• Help and Guidance (e.g. research assistance, computer assistance)

• Locations (e.g. group study rooms, classrooms, help desks)

• Programs (e.g. Friends of the Library)

Usability Study

• When a user does not see what they are looking for on the homepage, they will click on the Services page next

• Effective catch-all phrase

• Other terms: Library Resources, How To

Problems

• Too many services for one page

• Services are hidden on department or program pages

• Inconsistent design, organization, and voice

• Maintenance

Identifying Services

• Matrix of services and user types

• Relationships between services

Framework

• Service Areas (similar to departments)

• Service Points (similar to locations/places)

• Programs

• Individual Services

AreaArea

Point

S

SS

Program

Point

S

S

S

Point

S

SS

Point

S

S S

S

Humanities

Help Desk

Auditorium

Computer Lab

Computers

Printers

Study Rooms

Study Space

White Board

Dry Erase

Markers

Research

Help

Gallery 1

Art

Film Showings

Lectures

Gallery 2

Art

Gallery 3

Art

Subject Guides

Research

Help

Librarians

Research

Help

Art in the

Library

English

Reading

Series

Doc.

Film

Series

Computer Lab

Computers

Printers

Study Rooms

Study Space

White Board

Templates

• Configuration stored in a database

• Generate service pages using templates

• Templates consist of information modules

Template ModulesModule Description

Overview A concise list of the main features

Call to Action A prominent link to the primary action (e.g., Reserve a study room)

Frequently Asked Questions Pulled in from LibAnswers

Blog Highlight Display the latest blog post

Additional Resources Helpful but tangential resources

Related Services Encourage exploration and discovery of related services

Common Menus

• Location

• Contact

• Hours

Additional Service Attributes

• Categories

• Background image

• Logo image

• Featured

Benefits

• Replaces some websites

• Consistent look

• Maintainable

• Discoverability of services

• API allows integration with federated search