Usability Study
Role: User researcher
Team: Rushika Deshpande
About
Northeastern Illinois University's library system had recently changed to a Drupal-based website consistent with the rest of the university.
Problem
We were tasked with studying how comfortable users were with the new site overall and specifically with the new search function. The client wanted to ensure that users would be able to use the search effectively to accomplish their goals.
Solution
We utilized UX methods such as interviews, user personas and scenarios, comparative analyses to evaluate user search. We presented the client with a final report that included a usability study that they could conduct after we had left the project since we did not have the time to do so during our time.
Project Process
Interviews
We began by drafting some interview questions based on the project situation and description given to us by the client. While we focused primarily on students as the client asked, we also branched out and expanded our interviews to include a couple staff members as well. We then reviewed and analyzed our findings.
User Personas and Scenarios
Using our findings from the interviews, we crafted user personas and scenarios to guide us in our project. We found that staff did not use the same system that students used (the one that had been changed). We also found that while certain issues arose in student interviews, most students were able to use the library website successfully.
Comparative Evaluation
Although we had received overall good feedback. We still wanted to further explore the issues that had arisen. We did this by performing a comparative evaluation. My partner and I each evaluated the NEIU library site against other services. We compared and compiled our notes into one final evaluation. Taking special note of things we had found that we wanted to include in our final report and recommendations.
Final Recommendations
With the added note that these were contingent upon further proof from the planned usability test we had created, in the final report we presented to the client we came up with the following recommendations.
1 - Make the chat feature more visible
2 - Create a separate tab for guides and 'how-tos'.
3 - More prominent display and clearer organization of tabs, as well as more often used features, i.e. Advanced Search, First-Time User/Help.
4 - Promotion and use of student library workshops to highlight library website search capabilities
5 - Responsive website design for different window and screen sizes.