Presentation on theme: "Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries."— Presentation transcript:
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 staff o Learning Commons o 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
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 submit project ideas
Vision & implementation Consider & prioritize web projects Serve as sounding board for process & designs Gather user feedback Research future possibilities
Virtual Browse touch-screen kiosk Examples – New projects
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 1 st Floor 4 th Floor
Examples – New spaces
Examples - Web Redesign Observed Usability Testing Search Term Analysis Online Reverse Card Sort Online Surveys Feedback Sessions
Observed Usability Testing Source: Steve Krug Rocket 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
Examples - UX projects Carrel and locker use & request process Graduate Student Reading Room Food-free zones Digital signage & wayfinding kiosks
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 whats 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
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, Emily Daly, Adrienne Lai,
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