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FINAL REPORT: Cline Library Usability Movies and Music Online Request Service - Heuristic Evaluation

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Trevor Green

on 26 April 2013

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Transcript of FINAL REPORT: Cline Library Usability Movies and Music Online Request Service - Heuristic Evaluation

Cline Library Usability Movies and Music Online Request Service •
A Heuristic Evaluation Report for Cline Library’s Digital Initiatives Research Development Team Pre-test activities included completion of a pre-test questionnaire to determine the qualifications of the participants
Formal testing involved participants completed three structured scenarios, each containing several tasks
Post-scenario and post-test activities comprised of short questionnaires after each group of tasks as well as a survey that let participants rate and describe the usability of the website Click on a sheet to zoom in Quantitative data included the percentage of participants that completed or failed the scenario tasks, the number of problems that were found, and the amount of errors
Qualitative data included body language, verbal comments, and post-task and post-test questionnaire responses. Appendices The following appendices consist of the following items that were either used in the testing process or formed the basis for the test’s analysis:

Appendix A: Pre-test questionnaire
Appendix B: Test scenarios
Appendix C: Post-task questionnaires
Appendix D: Post-test questionnaire Abstract This report includes the following sections: Executive Summary In compliance with Northern Arizona University’s call for an improvement for functionality of the Cline Library’s website, the Digital Initiatives Department, led by myself, accomplished one of the monthly user-centered tests on the site in this three-year project. Methods Results Introduction Testing the User Experience with Heuristic Evaluation

Focused on a user-action sequence of Northern Arizona University’s Cline Library’s website (http://library.nau.edu)
Examining the design of the specific website function and improve the functionality and usability
As Cline Library’s Digital Initiatives Director, testing the Schedule Movies and Music user-action sequence of the Cline Library website to create a better overall experience Test Goals and Objectives

Minimize costs by conducting the research with three participants
Conducted several rounds of structured observations to monitor participants as they utilize the current site
Participants answered questions about their experience after each round of testing Trevor Green

Digital Initiatives Department Research Director, Cline Library

Northern Arizona University

April 25, 2013 i. Abstract
ii. Executive Summary
I. Introduction
II. Methods
III. Results
IV. Appendices
A. Appendix A: Pre-test questionnaire
B. Appendix B: Test scenarios
C. Appendix C: Post-task questionnaires
D. Appendix D: Post-test questionnaire Table of Contents The EXECUTIVE SUMMARY highlights the test we conducted, summarizes the results, and details our recommendations to improve the website’s service. The INTRODUCTION outlines the Cline Library’s website, the Movies and Music Online Request Service, and what we hope to accomplish with the heuristic evaluations to improve website usability. The METHODS discuss the test’s design, the process to select participants, the creation of test questions, and the archetypes to judge test results. The RESULTS illustrate the various data collected from participants, how data were scored and analyzed, as well as a graphical representation of the data and usability categories. The APPENDICES feature copies of the questionnaires and scenarios used during testing. For this report’s purposes, the usability study was related to the website’s Movies and Music Online Request Service.

Three current graduate students were participants, ranging in experience regarding their familiarity with the website. We conducted several rounds of structured observations in a usability lab to monitor participants as they utilized the current site.

The participants underwent a range of activities involved with the Movies and Music online resource. The post-task and post-test results and feedback provided insight into the assets and flaws of the online service, elaborated in detailed in the report.

The BRACKET to the right highlights the most significant usability problems and our team’s recommendations for attending to them. PROBLEMS
1. There is no confirmation after completion of the Ask a Librarian option.

2. An error message happens after entering the CAPTCHA information, prompting the user to go to the “Schedule Movies and Music” page.

3. The layout of the home page for readability and navigation is poor.

RECOMMENDATIONS

1. Create a form of acknowledgment for users (a confirmation number, a message stating the title chosen, contact information) to show that their choice(s) were received and recorded.

2. Research the potential network and internal causes of the error message and improve the CAPTCHA function.

3. Consult a graphic designer to add white space and color and reduce crowding on the page.
The Digital Initiatives Department issued the following questionnaire to qualify participants for the evaluation.

1. What is your name?
2. What is your major/program of study?
3. What is your current year in your program?
4. How often do you use the Cline Library website?
5. When is the last time that you used the Cline Library website?
6. What do you use the Cline Library website for? Appendix A: Pre-test questionnaire
The Digital Initiatives Department conducted evaluations for participants to carry out through the following scenarios. Appendix B: Test scenarios
Task A: Log onto the Cline Library website

You realize that you need a DVD and a CD for a class instruction project, and the Cline Library is the first resource that comes to mind. You go online and type in the following address:

http://library.nau.edu

Once you are on the Cline Library website, check out the available resources for research and entertainment purposes. Get acquainted to the website’s layout, as it will help you with the second scenario.

Task B: Look for the “Schedule Movies and Music” link under the “Services” heading

Find the “Schedule Movies and Music” link and click on it:

http://library.nau.edu/services/request/schedmedia.html

This will take you to the “Schedule Movies and Music” and the second scenario. You notice that you have several options to request media—including an email form and online chat with a librarian. Scenario 1: Allocated time, 5 minutes Scenario 2: Allocated time, 10 minutes Task A: Find the “Click to schedule media using an e-mail form” on the page and access the drop-down questionnaire.

You decide to set aside time at the Library to watch an instructional video. You point your computer cursor on the “Click to schedule media using an e-mail form” heading and click your mouse. This will create a drop-down menu of information boxes to fill out. Task B: Enter the information as asked, including the media titles and formats based on the listed information given to you before the test.
In order to secure your time and media for use at the library, you add your information where specified. If you have trouble seeing the captcha towards the end of the questionnaire, click the blue button with the circular symbol with arrows to refresh it with a new one. Task C: Find the “Submit” button to forward your information to Library staff.

Once you have entered the necessary information, click the “Submit” button to forward the data to the library. Scroll up to the top of the page. This will end the second scenario. Scenario 3: Allocated time, 5 minutes Task A: Locate the “Ask a Librarian” chat service on the “Schedule Movies and Music” page to virtually request the listed items via online chat.

You decide that you need an additional item for your library session to watch the video. This time, you try the “Ask a Librarian” chat service. Find the “Ask a Librarian” graphic or link on the page and click on it.

http://library.nau.edu/services/request/aal_email.html

When you converse with the librarian, be sure to receive confirmation for the accepted order as well as the due date for the media.

Task B: Close the browser window to exit the “Ask a Librarian” service.

With the confirmation received, you have finished with using the Library’s services. Close the browser window, and take a few minutes to fill out a short questionnaire. Appendix C: Post-task questionnaires The Digital Initiatives Department distributed questionnaires to participants after completion of each scenario. Scenario 1 Questionnaire 1. On a scale of 1-5, how would you rate the layout of the website for readability and navigation?

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

2. On a scale of 1-5, how would you rate the ease of finding the “Schedule Movies and Music” link?

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

3. What would you add or change to the website’s layout? Scenario 2 Questionnaire 1. On a scale of 1-5, how would you rate the layout of the e-mail form to schedule media?

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

2. On a scale of 1-5, how would you rate the questions on the e-mail form to schedule media?

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

3. On a scale of 1-5, how would you rate the ease of scheduling media to use from the Cline Library:

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

4. What would you add or change to the “Click to schedule media using an e-mail form”? Scenario 3 Questionnaire 1. On a scale of 1-5, how would you rate the difficulty of finding the “Ask a Librarian” link?

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

2. On a scale of 1-5, how would you rate the functionality of the “Ask a Librarian” service?

1 – Very difficult
2 – Somewhat difficult
3 – Neutral
4 – Somewhat easy
5 – Very easy

3. How long was the wait to talk with a librarian via the “Ask a Librarian” service?

4. What would you add or change to the “Ask a Librarian” service? Appendix D: Post-test questionnaire The Digital Initiatives Department executed the following questionnaire after test participants finished the final scenario. What is your level of satisfaction with the Cline Library website in terms of accomplishing the specific tasks?

1 – Very unsatisfied
2 – Somewhat unsatisfied
3 – Neutral
4 – Somewhat satisfied
5 – Very satisfied What was the most challenging task? What other tasks did you find difficult?
What tasks were easy for you to complete?
Would you recommend the “Schedule Movies and Music” service to a friend?
Would you use the “Schedule Movies and Music” service for your own purposes to check out movies and/or music? Click Anywhere to Begin Credentials

Head of a task force to create a user-centered study regarding the facility’s website
Previous experience with usability testing groups of three participants will be utilized for economic purposes
Over the next 3 years, the Digital Initiatives department will produce similar tests on key aspects of the site to improve its usability and functionality Methods (Cont.)

Scenarios simulate real-life situations that website users would encounter
Questionnaires collect quantitative and qualitative data regarding the Movie and Music Online Request Service
Time limit for the evaluation was 20 minutes Click the image to view the website Click on a bracket to zoom in Click on a bracket to zoom in Click the image to view the website Click on a sheet to zoom in Results, Findings and Recommendations Results, Findings and Recommendations (Cont.) Conclusion Two of the three participants found the Schedule Movies and Music request service to be easy, a good indication that the online scheduling offering is a relatively undemanding tool
The participant’s monthly use of the site did not influence the difficulty in using the service
The "Ask a Librarian" tool was deemed easy to use by two of three participants, with first contact made within a minute
Implementing the recommendations can propel more users to the site as well as inspire more patrons to use the scheduling tool
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