User testing the New York Public Library website presentation

User Testing the borrowing process on The New York Public Library websitenypl.org

Galit Lurya

BACKGROUND

Gives access to the library's catalogs and on-line collections

Has information about the library's events,

exhibitions, and classes

Library cardholders can request books as well as download e-books and

audibooks

In 2012, the New York public library's website

had 32 million visits.

Focusing on identifying the problem areas in the New York Public Library

website book borrowing process

GOALS

Discovering and finding books the user is interested in

GOALS

Requesting to borrow books, check due dates of borrowed books and status of books on hold

GOALS

PARTICIPANTS

Focusing on users that already have a library card and are divided into two subgroups:

Individuals that have used the NYPL website

to borrow books

Individuals that have not used the NYPL website

to borrow books

Find books they want to borrow

Discover new books

See if a book is available for borrowing

Place a hold for a book

Check the state of a hold or a borrowed book

Users should be able to:

WHAT TO TEST- TASKS

METHODOLOGY

Tasks Talk out loudBackground

QuestionnaireLikertScale Interview

BACKGROUND QUESTIONNAIRE

GENDER

2 | male

4 | female

AGE

3 | 18-25

1 | 26-39

2 | 40-59

60+


LANGUAGE4 | english

2 | asian/pascific islander

spanish

other

ETHNICITY

3 | white/caucasian

2 | asian

american indian / alaska native

black / african american

native hawaiian / other pacific islander

1 | other


EDUCATION

less than high school

high school

5 | 4 year college degree (BS,BA)

some college

1 | masters degree

2 year college degree (associate)

doctoral degree

professional degree (MD, JD)

HOUSEHOLD INCOME

2 | under $25,000

1 | between $25,000 to $60,000

2 | more than $60,000


BOOKS READ (MONTHLY)

less than 1

3 | 1-2

2 | 3-4

1 | more than 4

LIBRARY VISITS (MONTHLY)

1 | less than 1

3 | 1-2

1 | 3-4

1 | more than 4


HOW TO DECIDE WHAT TO READ

1 | bestseller rankings

2 | books that everyone is talking about

4 | direct recommendations from someone else

2 | new titles/recently released books

4 | other

INTERVIEW QUESTIONS

HOURS SPENT ONLINE WEEKLY

less than 15

between 15-30

50+

1

3

2

INTERVIEW QUESTIONS

VISITS TO THE NYPL

WEBSITE (YEARLY)

1-2 3-9 10+

3

1

2

LOCATION WHEN USING THE NYPL WEBSITE

home on the go

5

1

INTERVIEW QUESTIONS

OTHER WEBSITES/PLATFORMS USED FOR BOOKS

TASK 1

Find a book (digital format) you recently read or want to read and borrow it

success partial success

4

1

fail

TASK 1



4

11

fail

4 new users2 experienced users

Strongly disagree

Strongly agreeDisagree AgreeNeutral

Finding a book was easy 2

1

1

1

1

1Finding the book format was easy

Finding the book availabilty was easy

Downloading the book to a device was easy

TASK 1 LIKERTSCALE | EXPERIENCED USERS


2 experienced users

TASK 1 LIKERTSCALE | NEW USERS


Strongly disagree


Finding a book was easy 1 21

Finding the book format was easy 1 3

Finding the book availabilty was easy 1 21

Downloading the book to a device was easy 1

4 new users

TASK 2

Find a book (physical format) that you haven't heard of and interests you and borrow it


fail

1

0 new users1 experienced user

Strongly disagree


Finding a book was easy

Finding the book format was easy

Finding the book availabilty was easy

Finding where to pick up the book was easy 1

1

1

1


Find a book (physical format) that you haven't heard of and interests you and borrow it

1 experienced users

TASK 3

Find out when a book you borrowed is due for return

TASK 3



fail

4

1


Strongly disagree


Finding my borrowed books was easy 2

Finding the due date of the book was easy



1 1

2 experienced users

Strongly disagree


Finding my borrowed books was easy 1

Finding the due date of the book was easy



11

1

2 new users

TASK 4

Find out how long you need to wait for a book on hold


fail

3

1




Strongly disagree


Finding my book on hold was easy 2

Finding how many people are before me in line was easy

11

2 experienced users



Strongly disagree


Finding my book on hold was easy 1

Finding how many people are before me in line was easy

1

1 new users

CLOSING QUESTIONS

If you were the developer of the websitewhat is the first thing you would change?

Thank you

Design

User testing the New York Public Library website presentation