Julie Rand LIS Fall Usability Study

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1 Usability Study Plan I chose to examine the Lincolnwood Public Library (LPL) website. I selected this site because I recently applied for a part time job there and in the course of preparing my application materials, checked out their website. I thought the LPL website was a little confusing to use and found the graphics rather jarring and jumbled. I wondered if other users felt the same way and if there were ways the website could be improved. My objective was to see if an average user could perform critical tasks common to library web users such as search the catalog, get a library card, find out the library s hours, and find out about events being held there. I recruited three participants, two women and one man. The two women were what I would call average Web users while the man could be considered an expert user. I selected people over the age of 40 with the objective of seeing if users who are not digital natives would have any trouble navigating the library s web site. All three use the Web on a regular basis but none of them had previously used this library s Web site. Only one user is a regular user of any library websites. In order to provide a crosssection of ages, I selected one user in her 40s; another in his 50s; and a third user in her 60s. I audio recorded the sessions using a USB microphone which allowed me to interact with the participants and freed me from taking notes. I made sure to have each participant sign a permission form allowing me to record the session. Given the small number of participants, I felt it was not realistic to assign a percentage goal for completion of the tasks. All three participants were able to complete the tasks so I concentrated on how easy or difficult the process was and noted how they went about it. Preliminary Review of Site I reviewed the site using Jakob Nielsen s ten usability heuristics. 1. Visibility of system status There do not appear to be any areas of the site in which a system update is required. The site is straight-forward and fast so this heuristic does not seem to apply. 1

2 2. Match between system and real world The language of the home page of the library uses real world language and appears user friendly. The navigation bar on the left contains easily understood categories that follow in a natural order. Once you get further into the web site, however, there are instances where the language is not user friendly. An example of this is the phrase In-library use (used for some databases) which is open to interpretation and also sounds rather curt. Also in the database section, referred to as Research, the name of the database provider is given in parentheses next to the name of the database but without any explanation. This seems to be an example of librarians assuming knowledge that an average user may or may not have. 3. User control and freedom. The pages load quickly so if a user makes a mistake she is not penalized for going to the wrong place and can try again. There is no breadcrumbs trail so a user must use the browser back button to return to the page she left; or use the library navigation bar on the left. Users can identify where they are on the site from the banner at the top and the corresponding highlighting of the section in the left navigation bar. 4. Consistency and standards The language of the categories used for navigation is consistent and, except for the catalog page, the navigation bar is always on the left. I think, however, that this site could use some improvement in this area. The home page has one banner but the underlying pages have a different banner at the top. The catalog page has a totally different look from the home page and other pages and diminishes the brand. 5. Error prevention The design of the site minimizes errors however there are functions which do not work. The most glaring example is the search function. Users are able to search the library site or the Internet but in both cases, clicking on search takes you off the site to Google. In other places the link to take you to the top of the page does not work. 2

3 6. Recognition rather than recall The site does this well. The language is consistent and the user can move around the site easily. The use of colorful boxes and consistency in the color palate (for example the Program box on the home page is purple and the program header in the corresponding page is also purple) is an additional way for users to find their way around. The colors become associated with a particular function as well. 7. Flexibility and efficiency of use The site is easy to use and fast. Pages load quickly so the user does not have to wait a long time. 8. Aesthetic and minimalist design The LPL Web site has two forms of navigation available on the home page. A user can use the left-hand navigation bar or click on one of the colored boxes. There are more choices on the left navigation bar than there are choices among the boxes so there is no direct correspondence. The boxes could be seen as redundant however, it s possible that aspect of the site was designed with kids in mind. Perhaps the expectation was that adults would use the left navigation bar. The mixture of fonts and styles detracts from the site. It s also odd to have the contents of the home page clustered on the left. It would look better if the content was centered on the page. 9. Helps users recognize, diagnose and recover from errors This function seemed to work well. When I attempted to log in to the catalog to reserve a book (it should be noted that I do not have an LPL library card or account), the system told me to try again and offered me a way to recover from the error: It would send me my password if I entered the barcode from my library card. I did not find any other places on the web site where error messages occurred. 10. Help and documentation There is no help button to aid users who get confused. As mentioned previously, the search function in the upper left corner of the site does not work. Selecting either Search-the library site or Search-internet makes no difference. Clicking on either takes the user off the library site and onto a Google search page. That means the user cannot search within the library Web site for what she needs. 3

4 The library had good intentions in including this but it s useless if it does not work. On the plus side, there is a link to a YouTube tutorial in the catalog that allows users to learn how to use it. The catalog, however, is powered by Bibliocommons so this is not actually an LPL product. Script This is the script I prepared and followed for the usability study. [Web browser is open to Google] Thanks for coming in today to help me with my web usability study. Along with wondering what exactly you ll be doing today, you may be wondering why I m reading from a script. I m doing it to make sure I cover everything and don t leave anything out. The reason I asked you here today is to test a Web site that I m evaluating. I want to see if it works as intended and identify any problem areas or parts of the web site that could use improvement. I want to make clear that I m testing the site, not you. You can t do anything wrong here. In fact, this is one place where you don t have to worry about making mistakes. Our session should last minutes max. As you use the site, I m going to ask you to think aloud as much as possible: to say what you re looking at, what you re trying to do, and what you re thinking. This will help me figure out how people use the web site and what works and what doesn t. I m going to give you five things to try on the web site and I d like you to share with me your process as you complete the tasks. If you have any questions as we go along, please ask. I might not be able to answer them right away since I want to see how people do without someone sitting next to them to help. But if you still have any questions when we re done, I ll try to answer them. If you need to take a break at any point, let me know and we ll take five. So that I don t have to stop to take notes, I d like, with your permission, to record our session. The recording will be used to help me review what happens and will not be shared with anyone. 4

5 If you don t mind, I m going to ask you to sign two simple consent forms. One says that I have your permission to participate in the study and the other gives me permission to record our session. I can give you copies for your records if you like. [Participant reads and signs consent form. Start recording.] Do you have any questions so far? OK. Before we look at the site, I d like to ask you a few questions. First, what s your occupation? What do you do all day? Now, roughly how many hours a week altogether-just a ballpark estimate, would you say you spend using the Internet, including Web browsing and , at work and at home? What would you say is the split between and browsing? Is it 50-50, or something else? What kinds of sites do you look at when you browse the Web? Do you have any favorite sites? Great. Thanks for taking the time to answer those questions. We re done with that part of the session and can start looking at the web site I want to evaluate. [Click on the bookmark for the site s home page] First, I d like you to look at this page and tell me what you make of it: what strikes you about it, whose site you think it is, what you can do here, and what it s for. Just look around the site and give me a little narrative as you take a first look. I d also like to ask you if you have ever seen or used this site before. You can scroll if you want to, but please don t click on anything yet. [Allow this to continue for three to four minutes at most] Thanks. Now I m going to ask you to try doing some specific tasks. I m going to read each one out loud and give you a printed copy too. 5

6 I m going to ask you to perform these tasks without using the Search function on the site. I can learn a lot more about how the site does or does not work that way. Again, think out loud as much as possible. This will help me understand your process. [Tasks] [Hand participant the first task, and read it aloud.] [Allow user to proceed until you feel like it s not producing any value or the user is becoming frustrated.] Here s the first task I m going to ask you to do. 1. What hours is the library open on the weekends? Let s move on to the next task. Here s the sheet. I will read it to you too. 2. Find out if the library has the book, Lord of the Flies, by William Golding. Next I would like you to figure out: 3. What film is being shown at the library on Friday, October 28th? I have two more things for you to try. Can you: 4. Find out how to get a library card? Your last task is to: 5. Find out if you can view information from Chicago Consumer Checkbook from the library s web site. [User completes tasks] Thanks, that was very helpful. Do you have any questions for me? Before you go, I d like to ask you a couple follow-up questions. I ve included them on this form. You don t have to fill it out, just respond verbally to the questions. Follow-up Response Form 1. What two things helped you the most when using the Web site? 2. What two things need improvement to help you more easily find what you need on the Web site? 6

7 3. Now that you ve been on the Web site, how have your impressions of this Web site changed since we first looked at it? 4. How does this library web site compare to other library web sites you ve used? Thanks a lot for coming in and working with me. Your input was great and has helped me identify areas on the website that need improvement. I hope you had fun and didn t find it too hard. I really appreciate you taking the time to participate! Report My three participants represented three different age groups. The first was Ms. N, a freelance production stage manager in her 40s. She uses the Web about 20 hours a week, with about 75% of that time devoted to and the remaining 25% to browsing. She doesn t have any particular favorites but likes to visit shopping, educational, and sports sites and enjoys reading blogs. My second user, Mrs. R., is a labor education instructor in her early 60s. Mrs. R. spends about 3 hours a week on the internet. Approximately 80% of that time is spent on and 20% on browsing the Internet. She likes to visit history, shopping, and travel websites but did not cite any favorites. My third participant, Mr. G, is a 54 year old man, an experienced Internet user, who uses the Web extensively for work. He estimated he spends at least 50 hours a week on his company intranet and on the Internet. Unlike the other two participants he spends more time on web browsing, 85%, than on , which he estimated at 15%. He regularly visits the Huffington Post, Facebook, YouTube, Survey Monkey and tech sites such as Engadget and XDA Forums. First impressions Ms. N s first impressions of the home page of the LPL website were positive as were those of the other two participants. Ms. N said it looked fun and happy and she liked the bright colors. She said the information was broken up nicely and noted that, Everything s all right here that you need. Mr. G s first impressions of site were that it was colorful and inviting. He noted that the home page doesn t fill the whole screen. He said it was odd to have so much information clustered on the left and said he thought the contents should be centered on the screen. He also complained that the navigation bar was too far over on the left. He said he d prefer there to be some space between the navigation bar and the edge of the screen. 7

8 Ms. N mentioned she felt the home page was geared more toward kids and teens than adults. This opinion was mirrored by Mrs. R who reacted similarly to the bright colors, use of boxes and the overall color scheme. Mrs. R said, If I were a kid I d like it. It s easy to read. All three users said they preferred using the left-hand navigation bar rather than the colored boxes although some did use them to complete the assigned tasks. Mrs. R wondered what Tumblebooks were but since it was for kids did not explore this further. Task 1-determine what the library s weekend hours are Ms. N had no trouble with the first task. She used the left-hand navigation bar and clicked on About the Library to find the hours. It should be noted that there is also an orange box with the hours on the home page but since it is below the fold, it is not easy to see. Mrs. R, on the other hand, saw the orange box labeled Hours Map and used it to get the weekend hours. Mr. G also used About the Library to find the weekend hours. Task 2- find a book Ms. N had a lot of trouble with the book search. She started by selecting the green box labeled Books on the home page. When she arrived on the Books page, she said she would look for something that says look up books or something like that. She scrolled down the page and did not find anything that allowed her to search for a book. She briefly looked at a listing for the Booklist database but ruled it out as a list of books, not a search function. Ms. N was not able to find the catalog or what she was looking for on this page and said she felt like a real idiot. Clearly she was frustrated. She returned to the home page and selected Our Catalog from the left-hand navigation bar. She said she should have gone to the side right away. Looking on the catalog page she got more and more frustrated. She noticed recently reviewed books in the center of the page but did not see the search bar at the top of 8

9 the page. (It should be noted that when I first used the site, I did not notice the search bar at the top either.) She complained that the site was worse than Chicago s (CPL) and said, Why can t I just find it? She returned to the home page and tried clicking on the Books box again. She could not find any search function and asked if she could use the library s search bar at the top of the left hand side of the home page. Can t I just use search now for this? That s where I would go now. Because she was so frustrated and because I wanted to see what would happen, I let her use search. We were both surprised when it took her to Google rather than searching the library website. Ms. N summed up her frustration: It didn t keep me in the library. It took me to Yahoo [sic]. I don t know why I can t find it. It should be easy. That s the point about the library. You should click on Books and be able to find it right there. She returned to the home page and tried About the Library. She did not find what she was looking for so went back to the home page and then clicked again on Our Catalog. This time she was able to see the search bar at the top of page. I just didn t see it before, she said. Her frustration was evident when she said, It only took me like 20 minutes so I m not going to be reading that one! Clearly the difficulty of the search made her not want to use the library for books. The other two users found the book more easily but not without difficulty. Mrs. R considered starting with Our Catalog, but, like Ms. N, she clicked on the green Books box on the home page. She looked at the Books page and scrolled down to the bottom but could not find a catalog or way to search for a book. When she clicked on the Top button it didn t work and she didn t like that. Her comment about the Books page was This is obviously not where you d look up books. It s much more specific. Mrs. R then returned to the home page and clicked on Our Catalog from the left hand navigation bar. When she got to the catalog page she was able to see the search bar at the top of the page right away. She entered the title of the book without changing the default setting, Keyword, and found the book. 9

10 I asked her if she could tell from the website if it was available. She looked and said she assumed it was because it allowed you to place the book on hold and also gave you the number of copies. Mr. G had the easiest time. He went right to Our Catalog from the navigation bar but he too considered going to the green Books box. Once on the catalog page he saw the search bar at the top right away. He entered the name of the book and didn t bother to change the selection from keyword to title. Task 3-Find out what movie is being shown on October 28 th. Ms. N had more success with this task. From the home page, she selected Events and Programs from the left hand navigation bar and easily found what she was looking for. She said, That was easy so I ll go see a movie there. No books, just movies. Mrs. R started by looking at the choices in the navigation bar on the left. She considered selecting Movies but decided it was probably in About the Library. She tried that and did not find what she was looking for. She returned to the home page and looked through the choices in the navigation bar again. Looking at the category Movies again, she said, I think this is about movies for rent and reviews. She then went to Events and Programs from the side navigation bar and found the Friday movie information right away. Mr. G considered using the option Movies in the navigation bar but decided to click on the orange Programs box instead. He was able to find the movie schedule right away. Task 4-Find out how to get a library card Ms. N found this task easy. She clicked on About the Library from the home page navigation bar and found the information right away under Library Cards. She was happy. Mrs. R used the same method and found the information right away. Mr. G. also started at About the Library and was able to find the information about library cards right away. He was, however, critical of the wording and the way the information was presented. For example he said the text did not specifically say you have to go into the library to apply for a card. He said, It didn t tell me what I needed to do; only what I needed to bring to get a card. Task 5-find out if data from Chicago Consumer Checkbook (CCC) can be viewed from the library s web site. 10

11 Ms. N started from the home page and wondered aloud if the information would be under Research. She clicked on the red Research box and then selected Helpful Web Sites. She looked under Consumer Information and eventually found it. She did not notice that the site said In Library Use Only. When she clicked on the link, it took her off the library web site and to the CCC website. She didn t like that. This is what sometimes bugs me about websites. It took me away from that website. It didn t open up in a new window. Now I can t have this one and the library one open at the same time. I like it when it opens up in a new window because it keeps the old one open. Mr. G wasn t sure at first what to do but he also chose Research and found the site under Articles. He said it was unclear that CCC is subscription based and that you can t use it outside of the library. He commented that the wording could be improved and said he found the phrase in library use only unfriendly and terse. Mr. G also said he thought the site should warn the user they are leaving the library site and going to an external website. He thought the link to the CCC site was like an ad or an endorsement. He didn t like that. Mrs. R found the CCC information by clicking on Helpful Web Sites from the navigation bar on the home page. She found the link to CCC under Consumer Information. Like Ms. N she did not notice the phrase in library use only. She clicked on the link which took her to the CCC site. She found she could only go back using the browser back button. I could see that it is difficult to get back without using the back button. There was no real interaction between that web site and the home page for the library. When I asked her if she could look at the CCC data from the library website, she said it appeared it was only available via subscription. Her comment was It didn t say you can only get this if you subscribe. That would have been helpful. Summary Based on my experience with these three participants and my own observations, I would suggest the library make the following changes to the website. Navigation issues: 1. The most important thing is to add a link to the catalog on the Books page. Users expect to be able to find books by clicking on Books! 11

12 2. The Movies section is also confusing. I would recommend adding a link on the Movies page to the schedule of movies being shown at the library or include the schedule on this page as well. At present this page only provides information about movies with links to review sites and databases such as IMDB. There is also no link to the catalog or information about borrowing movies. 3. External links should open in new windows so the library site remains open and the user can get back to it easily. 4. Provide warnings if links take the user to a different site. 5. Make the left-hand navigation bar more prominent. All three participants said they preferred the navigation bar to the boxes. 6. Fix the broken search function so a user can search the library website. 7. Navigation among the pages can be confusing. For example when you go to the Kids Only page you can select Programs and Events. One would expect to find kids programs and events but instead the library s main event page with events for adults opens up. This is not an isolated case either. 8. Links from categories should lead directly to what is promised by the wording of the category. For example, the Homework Help link on the Teen page takes you to the general Homework Help page. A teen user has to click on teens, adding an unnecessary additional step. The Homework Help link should take a teen directly to the teen Homework Help page. 9. Create a Help function in case the user has difficulty finding what she wants on the site. 10. Add breadcrumb navigation once you leave the home page. 11. Move the helpful box for Hours Map above the fold and make use of the empty space on the right side of the home page. 12. The functions of the other small boxes such as E PAY and WEB PRINTING are confusing and assume knowledge on the part of the user. They should be explained and moved up the page. Aesthetic and design issues: 1. Center the data on the home page. 2. Simplify the color palate and make the pages more uniform in look. As Mr. G said, I wouldn t trade usability for beauty but it s possible to have both. 3. If possible, (given that the catalog is powered by Bibliocommons) make the catalog page look like the library s other pages, and move the search function into a more prominent position. There is a lot of white space in the center of the page that could be used more effectively. 4. Make the fonts consistent and stick with one or two. There are too many fonts. 12

13 5. The design of pages for E Pay and Web Printing do not follow the design conventions of the site. These should be made consistent with the design of other pages. Language and copy 1. Make copy clearer and more in line with how users think, not how librarians think. Have language mirror the way patrons communicate. 2. Don t assume knowledge. Spell things out clearly. 3. Increase the font size of the left-hand navigation bar and make sure the font sizing function works. General 1. Remove out-of-date events and dead links. For example, on the kids page the library lists an event for August 11 and on the teen page summer events are listed. These pages should be updated. 2. The library needs to consider what the strategic purpose of the site is. The current home page tries to please both kids and adults and ends up seeming schizophrenic. The combination of kid friendly graphics and the more conventional navigation bar and general layout furthers this impression. I think Ms. N summed it up best when she said about the website, It s harder than it looks. It looks very easy and user-friendly because of the fun colors and graphics but it s not as friendly as it looks. 13

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