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Implementing a User Centered Design Implementing a User Centered Design Process in Research LibrariesProcess in Research Libraries
Yu Su, 12/7/2009Yu Su, 12/7/2009
University of Miami Libraries, Miami, Florida University of Miami Libraries, Miami, Florida
Easy. Intuitive. Fast.Easy. Intuitive. Fast.
Little or no training required
““Don’t make me think”Don’t make me think”
Case review: Intuit QuickBooks Support WebsiteCase review: Intuit QuickBooks Support Website
User study: SurveysUser study: Surveys
User study: Observe & interactUser study: Observe & interact
Real time recruiting for user researchEthnio: http://vimeo.com/3289396
User participated information architectureWebSort: http://websort.net/learnmore
Usability labPre-designed scenarios, questionnaire
Telephone survey
Some pre-designed questions; free conversation flow
User study: Direct contributionUser study: Direct contributionhttp://support.quickbooks.intuit.com/support/pages/knowledgebasearticle/1011011
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User tagging preliminary resultsUser tagging preliminary results
Great User Participation
2.6 million interactions in a few weeks
2500 of tags created over hundreds of articles
The WOW moment We thought small business owners and accountants would be too
busy to contribute Indicates that there is a great pain/opportunity
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Analytics: Click stream analysisAnalytics: Click stream analysis
Metrics: Content resolutionMetrics: Content resolution
Metrics: SearchMetrics: Search
Metrics: SearchMetrics: Search
Metrics: Intent to escalateMetrics: Intent to escalateTop 20 High Traffic KBs Visits Res Rate Intent to Escalate to CTC Surveys Taken
1. art[829e206e] install and configu 2,470 36% 2.2% 25 1.9%
2. art[1006369] download quickbooks 2,226 0% 3.7% 2 0.2%
3. art[h_pay_update_tax_tables_hdi] get a payroll update 1,609 58% 0.8% 12 0.9%
4. art[1003004] find the installed 1,431 42% 0.7% 12 0.9%
5. art[1007856] can t work with pdf 1,115 0% 6.5% 6 0.5%
6. art[192a1556] error -6177, 0 'qu 1,092 50% 2.9% 2 0.2%
7. art[1011144] quickbooks 2009 and 993 33% 6.2% 6 0.5%
8. art[80618] lost, forgotten, un 933 19% 8.1% 27 2.1%
9. art[1000335] error -6000, -80 a 924 30% 2.0% 10 0.8%
10. art[1009810] 'connection has bee 835 0% 9.8% 3 0.2%
11. art[bde7b06f] iif file import 794 42% 1.4% 12 0.9%
12. art[1003348] import or export da 773 53% 1.5% 15 1.1%
13. art[1001116] change payroll acco 773 46% 12.9% 13 1.0%
14. art[1001970] error -6000, -83 wh 734 0% 4.0% 0 0.0%
15. art[1006935] move a quickbooks c 719 0% 10.9% 4 0.3%
16. art[1010787] system requirements 709 33% 12 0.9%
17. art[1002282] fix damaged quickbo 694 30% 10 0.8%
18. art[h_multiuser_hdi_register_qb] register quickbooks 687 17% 12 0.9%
19. art[1003433] problems using auto 672 33% 6 0.5%
20. art[1011596] how to download or 631 0% 1 0.1%
User centered design (UCD) processesUser centered design (UCD) processes
UCD is:•A guerilla approach(small, fast, quickly adapt)
•An iterative approach(through many experiments)
•Focused on metrics andreal time user feedback
UCD is not:•Usability
User centered design (UCD) processesUser centered design (UCD) processes
Users are
the purpose
Users are by large
the means
User input:User input:How to get it and what does it do for usHow to get it and what does it do for us
Building a successful web services organizationBuilding a successful web services organization
Technology InfrastructureTechnology Infrastructure
Metadata ModelingMetadata Modeling
Content Management Life Cycle & Style GuideContent Management Life Cycle & Style Guide
Information ArchitectureInformation Architecture
Search OptimizationSearch Optimization
User Experience DesignUser Experience Design
Visual DesignVisual Design
Metrics A
nalytics
Metrics A
nalytics
Ven
do
r Relatio
nsh
ipV
end
or R
elation
ship
Getting started!Getting started!
1. Decide on three most important things2. Put in a good analytical program
3. Map out user experiences: current and future
4. Create design ideas
5. Monitor feedbacks on small experiments: new features, designs, services
6. Capture best practices7. Do it again!
To sum it upTo sum it up
1. UCD is a guerilla warfare
2. The focus begins and ends with user experiences, (and technology responds to it.)
3. There are multiple ways to gain user input and feedback in an ongoing fashion.
4. Web 2.0 can be a natural outcome of UCD.
Discussion: Rapid iteration?Discussion: Rapid iteration?
Are we ready to take advantage of the rapid iteration approach ,which means frequent changes that chase after better user experience?
Discussion: Web 2.0?Discussion: Web 2.0?
User privacy
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Discussion: Academic dignity?Discussion: Academic dignity?
User created content will challenge the editorial control of the library and the academic institution. Are we prepared?
