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PAC Usability at NVDPL
Michael DeKovenMgr, Systems & TechnologyNorth Vancouver District Public [email protected]
Pacific NW CODI Users Group Meeting August 5, 2005
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Credit Where it is Due
Thanks to a very hard-working team of staff who did the actual work and to NVDPL’s Internet Librarian Lisa McShan who led the project.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
PAC Usability at NVDPL
About NVDPL/Background
Motivation for Survey/Testing
Surveys
Testing
What we found
What we are doing about our findings
What we will do differently next time
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
About NVDPL (demographics)
Bedroom community of City of Vancouver
Population (projected 2004) 86,000
2/3rds live in a single family home
4/5ths own their own home
2/3rds have a college or university degree
3/4ths have English as the first language 1/5th are members of visible minorities
From 2001 Canada Census
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
A Bit of Background
Switched from character-based catalogue to web-based system in 2002.
Character-based catalogue had been heavily customized.
Rapid deployment with some ad hoc decisions and known problems.
Promised staff a comprehensive re-evaluation one year after switch.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
A Bit of Background
Switched from character-based catalogue to web-based system in 2002.
Character-based catalogue had been heavily customize.
Rapid transition with some ad hoc decisions and known problems.
Promised staff a comprehensive re-evaluation one year after switch.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
A Bit of Background
Switched from character-based catalogue to web-based system in 2002.
Character-based catalogue had been heavily customize.
Rapid transition with some ad hoc decisions and known problems.
Promised staff a comprehensive re-evaluation one year after switch.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
A Bit of Background
Switched from character-based catalogue to web-based system in 2002.
Character-based catalogue had been heavily customize.
Rapid transition with some ad hoc decisions and known problems.
Promised staff a comprehensive re-evaluation one year after switch.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Motivation for Survey/Testing
Some decisions (like Title Keyword as the default search) controversial with some staff.
Many known problems (e.g. inconsistent limits), but unsure if we should drop the feature or devote time to fixing.
Wanted to find out actual user needs, not what we think they need.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Surveys
Three separate surveys.
In-Library Public Survey on two days.
Web-based survey for those using the catalogue outside the library.
Staff survey to provide their feedback on catalogue deficiencies.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Testing
Fifteen 1 hour sessions Participants answered pre-test questionnaire on their computer background and post-test questionnaire on their experience during the test.Participants performed 12 typical library tasksParticipants talked about what they were doing and thinking about while going through the test tasks.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Test Environment
Booked off our Public Meeting Room (quiet space away from distractions).
Facilitator led participant through the test suite (without helping) on a computer set up for the testing.
2 observers watched on a separate monitor and made notes on what they saw and what the participant said.
Observers behind screen to reduce “performance pressure” on participant.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Testing
We attempted to find a cross-section in terms of survey source (library branch and online), age, and familiarity with the catalogue.
In practice the testers were all a bit skewed towards more sophisticated computer users who were quite familiar with the catalogue.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found
The majority of our users found our catalogue “Easy to Use.”
The majority did simple title or author searches.
Users tended to choose a search strategy (e.g. “Title begins with…”) and stick with it even if wasn’t working very well.
Everyone had problems with Suspending Requests.
Few Patrons will ask for help.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – General
Frequency of Catalogue Use
Never 10%More than
once a week 17%
Once a week 16%
Two or three times a
month 20%
About once a month
16%
Less than once a
month 21%
53% of library visitors use the catalogue (in the library) more than once a month, but 10% of library visitors never use the catalogue at all.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – General
64% of library visitors surveyed also use the catalogue via the Internet (outside the library).
Access the Catalogue Via the Internet
Less than once a month 12%
Never 36%
More than once a week 22%
Once a week 10%
Two or three times a month
11%About once a month 9%
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – General
Among test participants, 27% only used NVDPL’s catalogue. Among the other library catalogues used regularly the most popular were North Van City Library and Vancouver Public Libraries
Patron's Use of Other Catalogues
40%
7%
20%
33%
7%
20%
0%5%
10%15%20%25%30%35%40%45%
North Vancouver C
ity
Outlook (Union Catal...
West Vancouver
Vancouver Public Library
Burnaby
University of BC
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Ease of Use
Between 70% and 80% of the respondents found the catalogue easy to use.
Ease of Use by Frequency of Use
707580859095
Morethan once
a week
Once aweek
Two orthree
times amonth
Aboutonce amonth
Less thanonce amonth
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Ease of Use
Around 28% (average) reported having had problems at some time finding information.
Problems with Catalogue
31 26
69 74
0
20
40
60
80
100
Online In Library
No
Yes
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What We Found – Ease of Use
When Patrons had a Problem Searching the Catalogue they
would:
work things out themselve
s, 60%
ask a librarian,
20%
use online help or books, 20%
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Searching
Most respondents had no preference with regard to screen style (e.g. drop-down list, multiple boxes, etc.).
Screen Navigation
38%
27%
35%
0%
5%
10%
15%
20%
25%
30%
35%
40%
No Preference Multiple Search BoxStyle
Drop-down Menu Style
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Searching
The most popular search method was by known title or author.
Search Method
63%
19%14%
4%
0%
10%
20%
30%
40%
50%
60%
70%
Known Author orTitle
Subject Rough Idea Other
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Searching
The ability to search by category (e.g. DVD, New Material, Best-sellers) scored as important to almost 80% of in-library users and to over 95% of online users.
96%78%
4%22%
0%
20%
40%
60%
80%
100%
120%
Online In Library
No, Not Important
Yes Important
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Searching
Comments indicated that people were confused (and annoyed) by too many results in Title Keyword searches.
Our testing participants favoured using the “post-search” limiting and sorting drop down menus, particularly with browsing by format.
Less than 40% of respondents ever tried using the “power” or advanced search feature, and it wasn’t used regularly by anyone.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Features
Being able to place holds is a very popular feature. All online respondents, and 2/3 of in-library respondents placed holds.
Ability to Place Requests
100%
74%
0%26%
0%
20%
40%
60%
80%
100%
120%
Online In Library
No, Not Important
Yes Important
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Features
Only a small minority use “My List,” although 39% of users thought it was a useful feature to have when it was explained.
Use "My List"
0%
20%
40%
60%
80%
100%
120%
Under 13 13-17 18-34 35-49 50-64 65 +
No
Yes
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Features
Few respondents reported problems with placing requests, but in testing we saw some confusion around the “Add to My List” button and the “Place a Request” button.
Problems with Placing Requests
No, 92%
Yes, 8%
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we found – Jargon
Almost every test participant stumbled over a bit of Library jargon that they didn’t understand.
This is in spite of our attempting to avoid the use of such terms in our initial design.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we are doing about our findings
Combine Keyword and Browse Searches to encourage users to try different strategies.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we are doing about our findings
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we are doing about our findings
Encouraging Dynix to improve process for suspending requests (e.g. Show “Suspended until” date).
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we are doing about our findings
Patrons scroll right past this Patrons think this is
the date request will be re-activated
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What we are doing about our findings
Address known problems that can’t be fixed in public training.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
What it Cost
Video Splitter/Cable $ 70
½ of 30 Movie Tickets $150
Refreshments $ 35
Staff Time
(survey/data entry) 90 hours
(testing) 150 hours
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Next Time
What we will do differently:
Try to make the surveying more iterative – survey; compile results; modify survey and survey again.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Next Time
What we will do differently:
Do iterative testing – test, make changes, test again.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Next Time
What we will do differently:
Try to find methods to recruit less computer savvy test participants.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Next Time
What we will do differently:
Do some user testing with alternative terminology.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Final Analysis
The survey and testing were incredibly valuable in providing direction for tools that will help our users help themselves and enrich their library experience.
We need to find a way to streamline this process and make it less staff-time intensive so we can more easily integrate it into other Library IT projects.
PAC Usability at NVDPL Pacific NW CODI Users Group Meeting August 5, 2005
Contact Information
Michael DeKoven
Lisa McShane
www.nvdpl.ca/special/PAC_usability.ppt