The User Experience

This beginner-friendly​ workshop will focus on the fundamentals of user experience design, giving you a practical vocabulary for talking about the user experience of library web services. We will investigate useful models for identifying pain points and opportunities, which plot and rate the quality of the UX and its impact on the library’s bottom line. This is the kind of basic knowledge so many organizations require to effectively work user experience design through the layers of red tape.

Transcript

1. UX LIBRARY
2. UX LIBRARY THE
3. speakerdeck.com/libux
4. speakerdeck.com/library user experience
5. www.libux.co
7. www.libux.co
8. #libux
9. us·er ex·pe·ri·ence de·sign noun
10. 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
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. • plottable • predictable noun
13. “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
14. — Peter Morville
15. “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
16. — Peter Morville
18. utility a library service or application fulfills a demonstrable need adjective
19. usable 2. a library service or application is easy to use and intuitive. adjective
20. 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
21. 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
24. http://uxmag.com/articles/leveraging-the-kano-model-for-optimal-results
25. The Kano Model
27. Satisfaction
28. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT
29. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT Basic Expectations
30. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT Basic Expectations Excitement Generators
31. Postive / Negative Question Pairs | Explain or demonstrate a feature – like the new Florida Ask a Librarian chat – then ask patrons how they would feel if 1) it was present, and 2) it wasn’t. 1. I like it 2. I expect it 3. I’m neutral 4. I can tolerate it 5. I dislike it
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. “Heuristics”
37. Now, an example of a totally professional expert review.
38. Carousels 
39. speakerdeck.com/libux
41. Pay attention to how patrons use the library, and craft your services around their behavior.
42. “Users don’t have to come to the library” —Courtney Greene McDonald
43. Heuristic Evaluation in Reverse —Bohyun Kim
44. 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
45. “Field Studies”
48. As a _____________, I want to _______________________ so that __________________________. a young dad sign up for a library card check out books for my boy
50. 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
51. 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
52. http://www.lib.umich.edu/files/services/usability/LibWebsite_PD.pdf
58. People tolerate even less cruft on a smaller screen.
59. —Luke Wroblewski
60. —Brad Frost
62. www.libux.co/core-content-audit
63. 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.
65. As of January 2014, 78% of libraries’ online audience is on social.
66. Satisfaction Investment LOW HIGH FRUSTRATION DELIGHT Basic Expectations
69. The most relevant trends to watch for library web design are in e-commerce
72. Delay User Reaction 0 - 100 ms Instant 100 - 300 ms Feels sluggish 300 - 1000 ms Machine is Working ... 1+ second Mental Context Switch 10+ seconds Screw it.
73. For every 1 second that the page takes to load there is 65% increase in bounce rate.
74. As a _____________, I want to _______________________ so that __________________________. Rush-hour commuter find the library’s hours on mobile I can decide whether I have time to visit the library.
75. Task Touchpoints 1. Glance haphazardly at phone while at a red light 2. Open the browser 3. Type the [long?] URL 4. Wait 15 seconds for the site to load 5. Locate hours 6. Green light – task ended
76. Task Touchpoints 1. Glance haphazardly at phone while at a red light 2. Open the browser 3. Type the [long?] URL 4. Wait 15 seconds for the site to load 5. Locate hours 6. Green light – task ended
77. “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
78. 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.
79. Q’s?