Guest lecture to UCL Department of Information Studies, November 2015. Describes the application of user experience research and design thinking to delivering innovative library services in physical and virtual environments, including several case studies: digital collections, mobile web apps, and an integrated library web presence.
1. Ed Fay
Head of Digital Scholarship and Innovation
e.fay@lse.ac.uk | @digitalfay
User Experience in
Innovative Library Services
3. Build a strong digital presence so that the
virtual Library is as resonant for people as its
physical form.
Create a renewed sense of place within
the Library as the campus develops and new
approaches to scholarship evolve.
Ensure that people remain at the heart of
the Library even as we focus on developing
systems and buildings.
LSE Library Strategy 2015-20
“
11. Usability
“the extent to which a product can
be used by specified users to
achieve specified goals with
effectiveness, efficiency and
satisfaction in a specified context
of use”
1990s
15. User Research
Ethnography
Interviews
Diary study
Participant observation
Shadowing (user guided tours)
Usability testing
Surveys
Service Design
Journey mapping
Process reviews
Physical Space
Zoning and access restrictions
Equipment and furniture
Wayfinding
Virtual Space
Information architecture
Interaction design
Visual design
Content strategy
21. Digital PhysicalLocal
• LSE Library
Institutional Repository
LSE Digital Library
• LSE Library
Archives and Special
Collections
£££
• Publishers
• Consortia
HathiTrust
LOCKSS
Portico
• LSE Library
Print Collections
• Consortia
OCLC
UK Research Reserve
22. Digital PhysicalLocal
• LSE Library
Institutional Repository
LSE Digital Library
• LSE Library
Archives and Special
Collections
£££
• Publishers
• Consortia
HathiTrust
LOCKSS
Portico
• LSE Library
Print Collections
• Consortia
OCLC
UK Research Reserve
23. Digital PhysicalLocal
• LSE Library
Institutional Repository
LSE Digital Library
• LSE Library
Archives and Special
Collections
£££
• Publishers
• Consortia
HathiTrust
LOCKSS
Portico
• LSE Library
Print Collections
Institutional repository:
additions per month
Archives: new hybrid or
digital additions per year
Physical collections:
metres added per year
25. The Iceberg Model of
Digital Libraries
interfaces
collections/objects
workflows
systems
storage
digital preservation
35. Strong branding
Brief welcome
Routes in for
different users
Subtle colour coding
Always-there
quick search
Collections
showcase
Promotional
features and
content
Latest news
36. Filter and drill
down on the left
Central interface
to the library
Ability to see
different views
Space for further
visualisations in
the future
Focuses the mind
on the collections
46. Research
Plan
Design
Prototype
Evaluate
Walks built into app, with podcasts
What about streets that no longer exist?
Need an overlay
Link to census data (ie animated graphs
from the economist)
Link to crime maps (uk police data)
Photos/ sketches available, combine with other resources
Link to Mayhew
Access handwritten/ transcribed records – issue with legibility, should
be able to access both
Be able to access data in different ways / categorise the contents
Stations and transport
Audio quotes of choice passages, to switch to audio as you walk
Make maps also available on line for those without phone, able to print out etc
‘on this day’ quotes
Street view (where you can hold your phone up and overlay a picture with what is
currently there…)
Alternative to street view, be able to toggle back and forth with google earth – you
can easily see what is there now
Things that still exist as they were in that time – ie pubs –Booth pub crawl
Alert system that sends you a message when you pass something of interest – tag
alerts
Create your own map and save it, publish it not only to homepage but also facebook,
other social media
Users can interact with each other – can see popularity of certain places or entries,
other users comments and the ability to add links and etc augmenting the info with
additional sources
Second class used the example of YELP, user comments can be pasted, could see
level of interest of that particular entry or location
For comments, should be able to make public or keep private and save them
Ability to save your maps, journal entries, notes – email to self
Alternative is to be able to bookmark things via a login process, 2nd class didn’t see
either as preferable
47. Research
Plan
Design
Prototype
Evaluate
Walks built into app, with podcasts
What about streets that no longer exist?
Need an overlay
Link to census data (ie animated graphs
from the economist)
Link to crime maps (uk police data)
Photos/ sketches available, combine with other resources
Link to Mayhew
Access handwritten/ transcribed records – issue with legibility, should
be able to access both
Be able to access data in different ways / categorise the contents
Stations and transport
Audio quotes of choice passages, to switch to audio as you walk
Make maps also available on line for those without phone, able to print out etc
‘on this day’ quotes
Street view (where you can hold your phone up and overlay a picture with what is
currently there…)
Alternative to street view, be able to toggle back and forth with google earth – you
can easily see what is there now
Things that still exist as they were in that time – ie pubs –Booth pub crawl
Alert system that sends you a message when you pass something of interest – tag
alerts
Create your own map and save it, publish it not only to homepage but also facebook,
other social media
Users can interact with each other – can see popularity of certain places or entries,
other users comments and the ability to add links and etc augmenting the info with
additional sources
Second class used the example of YELP, user comments can be pasted, could see
level of interest of that particular entry or location
For comments, should be able to make public or keep private and save them
Ability to save your maps, journal entries, notes – email to self
Alternative is to be able to bookmark things via a login process, 2nd class didn’t see
either as preferable
48. Research
Plan
Design
Prototype
Evaluate
Walks built into app, with podcasts
What about streets that no longer exist?
Need an overlay
Link to census data (ie animated graphs
from the economist)
Link to crime maps (uk police data)
Photos/ sketches available, combine with other resources
Link to Mayhew
Access handwritten/ transcribed records – issue with legibility, should
be able to access both
Be able to access data in different ways / categorise the contents
Stations and transport
Audio quotes of choice passages, to switch to audio as you walk
Make maps also available on line for those without phone, able to print out etc
‘on this day’ quotes
Street view (where you can hold your phone up and overlay a picture with what is
currently there…)
Alternative to street view, be able to toggle back and forth with google earth – you
can easily see what is there now
Things that still exist as they were in that time – ie pubs –Booth pub crawl
Alert system that sends you a message when you pass something of interest – tag
alerts
Create your own map and save it, publish it not only to homepage but also facebook,
other social media
Users can interact with each other – can see popularity of certain places or entries,
other users comments and the ability to add links and etc augmenting the info with
additional sources
Second class used the example of YELP, user comments can be pasted, could see
level of interest of that particular entry or location
For comments, should be able to make public or keep private and save them
Ability to save your maps, journal entries, notes – email to self
Alternative is to be able to bookmark things via a login process, 2nd class didn’t see
either as preferable
51. Key research findings
Heavy reliance on catalogues/search
Perception that a large amount of the
information provided is irrelevant
Guides (subject/topic) need to be integrated,
not seen as a starting point
Service availability needs to pushed
No understanding of internal structures
(archives vs closed access vs Women’s
Library…etc.)
Academic Support Lib’s heavily used
Naming conventions are confusing
Many journeys originate from other
institutional systems (VLE, portals)
Users develop workarounds for site
idiosyncrasies (e.g. find account login)
52. Our response
Search: all options available in one place, with
clear descriptions + further research into
discovery behaviours
Content pruning: led by need not contingency
(1,200 pages to c. 250)
Guides: revised structure for topic, introduced
user guides for self-id
Service info: first screen on homepage, plus
hero for time-limited promotions
New structure not based on internal
departments but on library services, revised
terminology for all services
Multiple entry points and designed consistent
horizontal cross-linking
Provided always-there MyAccount login
63. Ed Fay
Head of Digital Scholarship and Innovation
e.fay@lse.ac.uk | @digitalfay
?
Notas do Editor
Reason for showing this: physical and virtual space
EXPLAIN BLUERAIN
making the virtual tangible
UX is about designing experience in a digital world
many of the techniques emerge from the physical world, and we use them in that context as well
UX is relevant in both physical and virtual spaces…
Malinowski: “the final goal is to grasp the native’s point of view, his relation to life, to realise his vision of the world”
(Andy Priestner)
-> the user’s point of view
-> their relation to scholarly life
-> their vision of the library service
System-centred criteria assess the operations of the digital library and in the
repository context include the human and technological aspects of functional
competence defined in ISO TRAC and discussed above as organisational ability.
User-centred criteria can be separated into usability or user experience, and impact or the
value derived for an individual or community.
This aligns with the separation in technology acceptance models between
two determinants of user acceptance:
perceived ease of use—comprising objective measures of the outcome of
interactions and subjective impressions of effort—and perceived usefulness
—the benefit derived by the user (Davis, 1989; Venkatesh et al., 2003)
System-centred criteria assess the operations of the digital library and in the
repository context include the human and technological aspects of functional
competence defined in ISO TRAC and discussed above as organisational ability.
User-centred criteria can be separated into usability or user experience, and impact or the
value derived for an individual or community.
This aligns with the separation in technology acceptance models between
two determinants of user acceptance:
perceived ease of use—comprising objective measures of the outcome of
interactions and subjective impressions of effort—and perceived usefulness
—the benefit derived by the user (Davis, 1989; Venkatesh et al., 2003)
ISO 9241-11
ISO 9241-210
ISO 9241-210
ISO 9241-210
Responsibilities for preservation and long-term access
Responsibilities for preservation and long-term access
Brooke (1986) System Usability Scale
When you change floors in a physical library, you don’t speak a different language and change how you navigate the space…
So why do we allow this to happen in the digital environment?!
When you change floors in a physical library, you don’t speak a different language and change how you navigate the space…
So why do we allow this to happen in the digital environment?!
When you change floors in a physical library, you don’t speak a different language and change how you navigate the space…
So why do we allow this to happen in the digital environment?!
When you change floors in a physical library, you don’t speak a different language and change how you navigate the space…
So why do we allow this to happen in the digital environment?!
Visitor
When in Visitor mode, individuals decide on the task they wish to undertake. For example, discovering a particular piece of information online, completing the task and then going offline or moving on to another task. In visitor mode individuals do not leave any social trace online. Much online activity is undertaken in this mode as illustrated by our research participants.
Resident
When in resident mode the individual is going online to connect to, or to be with, other people. This mode is about social presence.
Resident behaviour has a certain degree of social visibility: for example, posting to the wall in Facebook, tweeting, blogging, or posting comments on blogs. This type of online behaviour leaves a persistent social trace which could be within a closed group such as a cohort of students in a Virtual Learning Environment (VLE)/Learning Management System (LMS) or on the open web.
In information-seeking, Resident behaviour is more relevant in cases where individuals are going online to seek out other people for information. This might be by asking a direct question online or by asking for advice on trusted sources.
In this case the provenance of information shared is partly related to the person who shared it, and also in how trusted they are in assessing the validity of a source. They are vouching for the course and are bringing a social dimension to the information-seeking process. The other significant factor in Resident behaviour is the production of non-traditional sources such as blog posts, which are in turn used by learners.