1. Usability Testing Your Circulation FAQ Access Services Conference November 10, 2011 Melissa Feiden, Annex Services and User Experience Librarian Cassandra Fox, Information Services Librarian

2. In the Beginning… Circulation FAQ ca. 2001- Feb. 2009 HTML page with embedded table Limited number of staff who could update content Information often out of date

3. How Many Clicks Does It Take… To get to the end of an FAQ? 12 Questions anchored to answers Q & A pair not always intuitive Questions might link to answers on other webpages

4. In case of Emergency Can’t find the FAQ? Seek alternate route: 2 nd way to discover the same information Employed both “plain language” descriptions and Libraries’ name branding Equally hard to navigate

5. MIT, Meet LibGuides First LibGuides created summer 2008 Only used for discipline specific subject guides Flexible interface to create web based pages without knowledge of HTML Staff ability to add and edit content greatly expanded Wrote proposal to expand use of LibGuides to FAQs

6. Forging Ahead New FAQ created Gradually learned that navigation, while improved, was still not intuitive to staff or users Library terms remained an issue for users 2 Years later… back to the drawing board

7. Developing the Usability Test

8. Navigation – can users find the information they need? Organization of content – is information grouped intuitively? Language – do users understand all of the language we use? Audience – who are we trying to reach? Usability testing: Goals General rule of usability testing is to make sure that you’re testing things that are actionable, so your results can be applied.

9. Conduct a task-based test with observation (instead of a focus group or diary study, etc.) Held a brainstorming session to compile lists of problem points we knew about. Team members took a section of the site that we wanted to test, then wrote task questions. Narrowed the questions to the essentials that we wanted to ask, keeping the test length within an hour. Result: Combination of task-based and open-ended questions. Usability testing: Writing the test

10. Usability testing: Conducting the test We tested 9 people: 5 staff and 4 students We “tested the test” before conducting it. We recruited volunteers from library staff and student employees. Chose people who weren’t overly familiar with the sites, so that we could test the navigation. We conducted the test with 2 observers and 1 test taker. One observer read test questions as written, while other observer took notes. Ask the test taker to speak out loud about their process, why they’re making the choices they’re making "It takes only five users to uncover 80 percent of high-level usability problems." - Jakob Nielsen

11. Usability results and changes to the website

12. Result: Re-label tabs or break tabs into separate sections before after “Your Account” is now a sub-section of “Request + Borrow”

13. Result: Remove Course Reserves information before

14. after

15. before Result: Redesign Circ. FAQ home page content as a gateway to the FAQ as a whole

16. Renamed “Home” tab Made new boxes for most- requested content after

17. before Result: Consolidate content of pages– they are too long with too much text When users got to the bottom of pages, they lost their place.

18. Made Q&A pairs collapsible. Answer appears only when users click on questions after

19. Result: Make circulation@mit.edu the primary contact for circulation-related questionscirculation@mit.edu before Contact info was “below the fold” and pointed to Ask Us! service. Questions not always routed to appropriate staff.

20. after Contact information is at the top of the page and points users to our circulation email address.

21. before after Result: Link color blends with regular text – make color brighter old link new link

22. Result: All testers preferred request over order within the context of getting library materials

23. Result: Eliminate separate Borrowing + Ordering page All the info is in the new FAQ

24. Lessons Learned It can take time to prove your point Set a clear scope and timeline for your project. Revisit as the project progresses to ensure you are on track Everyone thinks they’re a stakeholder – Feedback is good, but it needs to be focused – Asking for continuous feedback along the way slows progress. Use departmental liaisons, surveys or brown bags instead Librarians speak their own language. No one else understands us

25. Lessons Learned Broad audience – Our communities include people from 17-85 and none of them are the same – That audience includes library staff who help users find information every day – You can’t please everyone. Find a middle ground when considering which usability results to implement Small incentives make a big difference

26. Usability resource that we like University of Texas at Austin web publishing site www.utexas.edu/learn/usability

27. Questions? Contact Us: cassfox@mit.edu feiden@mit.edu MIT’s Circulation FAQ: http://libguides.mit.edu/circ