Design for User Experience

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Design for User Experience Amanda L. Goodman and Michael Schofield

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speakerdeck.com/libux

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speakerdeck.com/library user experience

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www.libux.co

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www.libux.co

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#libux

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us·er ex·pe·ri·ence de·sign noun

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hu·man cen·tered de·sign noun

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hu·man cen·tered de·sign bleah

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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

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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

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“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

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— Peter Morville

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useful a library service or application has utility and fulfills a need adjective

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usable a library service or application is easy to use adjective

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desirable a library service or application is one that people want, appreciate, and enjoy adjective

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findable a library service or application is easy to find and navigate adjective

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accessible a library service or application can be used by everyone adjective

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credible a library service or application inspires trust adjective

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“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

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— Peter Morville

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utility a library service or application fulfills a demonstrable need adjective

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usable 2. a library service or application is easy to use and intuitive. adjective

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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

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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

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http://uxmag.com/articles/leveraging-the-kano-model-for-optimal-results

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“Users don’t have to come to the library” —Courtney Greene McDonald

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A negative user experience impacts the numbers that matter to library stakeholders

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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

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/vocabulary

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so …

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Heuristic Evaluation

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Now, an example of a totally professional expert review.

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Carousels 

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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

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Don’t be a beach ball of death.

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— Erik Runyon

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— Nielsen Norman Group

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—Brad Frost

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Signage

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Signage

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Directional e.g. bathroom, stairs/elevators wayfinders

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Identifying e.g. who donated the money for this room names spaces

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Informative e.g. upcoming holiday closing announce changes or give more information about an item

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Instructional e.g. how to use a machine do that this way

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Promotional e.g. draws attention to your alien romance collection Highlights a special area of interest

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/tangent

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Pay attention to how patrons use the library, and craft your services around their behavior.

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Heuristic Evaluation in Reverse —Bohyun Kim

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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

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“Field Studies”

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As a _____________, I want to _______________________ so that __________________________. a young dad sign up for a library card check out books for my boy

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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

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http://www.lib.umich.edu/files/services/usability/LibWebsite_PD.pdf

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People tolerate even less cruft on a smaller screen.

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—Luke Wroblewski

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—Brad Frost

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Avoid content-delay syndrome. —Pepi Ronalds

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http://ibm.co/1KNo8fo

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Chunking + Governance

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www.libux.co/core-content-audit

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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.

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http://bit.ly/1KjYJsJ, CC BY 2.0

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Run the numbers.

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Web Google Analytics track every web platform

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Search e.g. website and catalog check those logs

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Email every service provides a report of some kind for your newsletters

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Library Stats ask why you’ve got a story to tell

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Social Media don’t post just to post. track everything

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The user experience you craft through social media—the sense of responsiveness, customer service provided, perceived value—is increasingly important.

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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.

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As of January 2014, 78% of libraries’ online audience is on social.

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“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

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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.