Design for User Experience

Presented for the LYRASIS Annual Members' Meeting: eGathering 2015. March 5, 2015.

Transcript

1. Design for User Experience Amanda L. Goodman and Michael Schofield
2. speakerdeck.com/libux
3. speakerdeck.com/library user experience
4. www.libux.co
6. www.libux.co
7. #libux
8. us·er ex·pe·ri·ence de·sign noun
9. hu·man cen·tered de·sign noun
10. hu·man cen·tered de·sign bleah
11. us·er ex·pe·ri·ence de·sign the measure of your end-user’s interaction with your library: its brand, its product, and its services. noun
12. us·er ex·pe·ri·ence de·sign the measure of your end-user’s interaction with your library: its brand, its product, and its services. • plottable • predictable noun
14. “Useful, usable, desirable: like three legs of a stool, if your library is missing the mark on any one of these it’s bound to wobble.”– Amanda Etches and Aaron Schmidt
15. — Peter Morville
16. useful a library service or application has utility and fulfills a need adjective
17. usable a library service or application is easy to use adjective
18. desirable a library service or application is one that people want, appreciate, and enjoy adjective
19. findable a library service or application is easy to find and navigate adjective
20. accessible a library service or application can be used by everyone adjective
21. credible a library service or application inspires trust adjective
22. “The honeycomb hits the sweet spot by … helping people understand the need to define priorities. Is it more important for your [service] to be desirable or accessible? How about usable or credible? The truth is, it depends on your unique balance of context, content, and users, and the required tradeoffs are better made explicitly than unconsciously.” — Peter Morville
23. — Peter Morville
25. utility a library service or application fulfills a demonstrable need adjective
26. usable 2. a library service or application is easy to use and intuitive. adjective
27. useful useful = usable + utility “Usability and utility are equally important and together determine whether something is useful: it matters little that something is easy if it’s not what you want. It’s also no good if the system can hypothetically do what you want, but … is too difficult.” —Jakob Nielsen adjective
28. What if your website disappeared? “We’re ever hopeful that if we advertise our websites in the right way, or create the right sort of graphic, or make the visual design more attractive, people will begin to use our content. This is pure fantasy.” —Aaron Schmidt
31. http://uxmag.com/articles/leveraging-the-kano-model-for-optimal-results
32. “Users don’t have to come to the library” —Courtney Greene McDonald
33. A negative user experience impacts the numbers that matter to library stakeholders
34. us·er ex·pe·ri·ence de·sign the use of tools, techniques, and the creative application of behavioral knowledge about users to improve the user experience - which correlates to the success of the library mission and goals. noun
35. /vocabulary
36. so …
38. Heuristic Evaluation
40. Now, an example of a totally professional expert review.
41. Carousels 
43. Don’t think about bytes, think about seconds. • Context: 700kbs • 6.9 seconds (average) from desktop • 10.2 seconds (average) from phone • 65% increase in bounce for every 1 second of load time • 74% of users will abandon a website on mobile if it takes more than 4 seconds to load
44. Don’t be a beach ball of death.
45. — Erik Runyon
46. — Nielsen Norman Group
47. —Brad Frost
49. Signage
50. Signage
51. Directional e.g. bathroom, stairs/elevators wayfinders
52. Identifying e.g. who donated the money for this room names spaces
53. Informative e.g. upcoming holiday closing announce changes or give more information about an item
54. Instructional e.g. how to use a machine do that this way
55. Promotional e.g. draws attention to your alien romance collection Highlights a special area of interest
56. /tangent
57. Pay attention to how patrons use the library, and craft your services around their behavior.
58. Heuristic Evaluation in Reverse —Bohyun Kim
59. Heuristic Evaluation in Reverse • Find the problem/pain point • Think about a solution from a user’s perspective • Look for specific guidelines that apply • Look for specific best practices that apply • Otherwise, check the general heuristics and usability components. —Bohyun Kim
60. “Field Studies”
64. As a _____________, I want to _______________________ so that __________________________. a young dad sign up for a library card check out books for my boy
65. Touchpoints during Card Registration 1. Find out when the library is open on Saturday 2. Drive to the library and park 3. Make sure to pay enough for parking 4. Enter the library, approach the front desk, inquire 5. Fill out long paper form 6. Provide proof of residency and identification 7. Get Card
66. Touchpoints during Card Registration 1. Find out when the library is open on Saturday 2. Drive to the library and park 3. Make sure to pay enough for parking 4. Enter the library, approach the front desk, inquire 5. Fill out long paper form 6. Provide proof of residency and identification 7. Get Card
67. http://www.lib.umich.edu/files/services/usability/LibWebsite_PD.pdf
73. People tolerate even less cruft on a smaller screen.
74. —Luke Wroblewski
75. —Brad Frost
76. Avoid content-delay syndrome. —Pepi Ronalds
77. http://ibm.co/1KNo8fo
78. Chunking + Governance
80. www.libux.co/core-content-audit
81. Making life easier on you and your colleagues can improve content. “If subject specialists create guides and videos, librarians involved with programming (both academic and public) create events, and others maintain departmental info and policies—then, to ensure consistent and good content, it is unfair and counterproductive to present a system with too steep of a learning curve. I was naïve and surprised to see how strange and unfamiliar WordPress could be for those who don’t spend all day in it. “ LibraryLearn - ACRL 2015 IS Innovation Award Winner “How to COPE: Create Once, Publish Everywhere.” Computers in Libraries. December 2014.
82. http://bit.ly/1KjYJsJ, CC BY 2.0
83. Run the numbers.
84. Web Google Analytics track every web platform
85. Search e.g. website and catalog check those logs
86. Email every service provides a report of some kind for your newsletters
87. Library Stats ask why you’ve got a story to tell
89. Social Media don’t post just to post. track everything
90. The user experience you craft through social media—the sense of responsiveness, customer service provided, perceived value—is increasingly important.
91. Poor content—or not enough content—not only reflects poorly on your library, but for channels like Facebook that highlight popular or relevant content, posts that bomb negatively impact the overall visibility of your brand.
93. As of January 2014, 78% of libraries’ online audience is on social.
94. “How can we, as librarians and library workers, incorporate professional values like information literacy and critical pedagogy with the principles of good user experience?” -- Amy
95. It is easy to conflate the user’s “lack of skills” with our poor organizational and design choices. Often, a good user experience is closely tied to convention. We blame their inability to form proper research queries on their lack of information literacy, when in fact we are presenting a system that is wholly out of left field.
96. #libweb
97. Recognize bad user experiences.