June - August 2020 (6 Weeks)
Figma, Optimal Workshop
Although the Sharon Public Library has taken some steps to organize content in a manner that may function internally, there is opportunity to refine navigation schemes to expand on audience specific schemes to inform further attributes from a top-down information architecture for library patrons using the website.
The current website is not modern from a technological perspective, and while there is an abundance of information, it can be daunting for library patrons to find information based on how it is currently organized. Additional areas of opportunities are consolidating and simplifying landing pages which can have further attributes listed in a mega-menu or consolidated within child pages.
By conducting remote interviews, Edward was able to inform primary and secondary personas based on general library use, demographic, servicing and way-finding questions.
Click themes to expand
Overview on Sharron Public Library.
There are no right or wrong answers in trying to learn and understand more information about library use.
How would you describe your interactactions with patrons?
What type of age range do you see coming into the library or using your site?
How would you describe age gaps between in-library patrons and web users ?
How would you describe the educational background of those who use library services or the website frequently?
What are the key differences and similarities between users of the library’s website and those who use the brick-and-mortar library?
Are there any specific requirements of digital library users that differ from traditional library users?
Do you find that some people who come into the library do so specifically to ask questions or comment about the website?
What are the primary goals of your organization’s website?
What do you feel is the main strength of your organization’s website?
Who oversees the website at your organization?
How many admins do you have that edit your website? Can you describe their roles
When you are using the organization’s website, what are the common challenges you face?
What is the most popular content? What is the least popular content?
What type of content/pages do you find yourself often directing others towards?
What type of content confuses people?
How do people find information on events that may be important for them?
What type of information do you personally search or look for?
How frequently do patrons use your digital content/resources?
How has COVID-19 impacted information patrons search for in the library?
Do library patrons use different terminology to refer to online materials versus traditional materials?
What type of content do your patrons most frequently request assistance finding?
Are there any common complaints you hear from patrons concerning digital library materials?
What are the common ways patrons reach out for assistance if any problems accessing digital library, account, and other services on the website?
Do you have any other information related to the library’s website or content that you feel would be helpful for us to know?
What type of content/pages do you find yourself often directing others towards?Using databases in building; some provide excellent information, but patrons do not interact well with them; may be difficult to find content, due to the abundance of information provided or just difficult to use (get around, find information), they also may get overwhelmed i. For example, legal forms site may return 15 forms for a query – would have to go through all 15 to figure out which one to use ii. Other terms used to describe databases/sites that confuse users: unfriendly, unwieldily, non-intuitive; it seems no testing is done with new users. As a result, some patrons prefer to work with reference librarians.
What type of content/pages do you find yourself often directing others towards?It’s a mix. Quantity-wise there are a lot of children’s books being checked out. I do quite a lot for Search Ohio. I think people still like to hold a book. The first day we reopened the library, people were so happy to be able to come in and browse for their books. Personally I sometimes use e-books but I think my first choice will always be an actual book.
How would you describe the educational background of those who use library services or the website frequently?The thirteen and fourteen olds get excited about things like going to summer reading groups because they now have more independence. You would not catch a seventeen, eighteen, or nineteen year old at our programs like you would a thirteen for fourteen-year-old.
How would you describe the educational background of those who use library services or the website frequently?All levels – from illiterate to masters or doctorates from varying countries. Local residents are diverse – refugees from many different countries, cultures i. Iran/Afghanistan – educated, get up and running quickly ii. Congo, Napali, Burmese – many are illiterate; staff has to hand hold them through all services. i.e. to apply for a job due to inability to read English and/or no pc skills
When you are using the organization’s website, what are the common challenges you face?There is a lot of training for employees to be able to help people. I would say I used the website like any user. Since the office is next to IT department, I have a direct line to ask a question. Sometimes I struggle with downloading and e-audio book to my phone without using my data so I have questions sometimes like anyone. I like our website it’s pretty easy to navigate but it’s a matter of knowing what your looking for.
What are the key differences and similarities between users of the library’s website and those who use the brick-and-mortar library?Not everyone can afford the internet at home.
What are the key differences and similarities between users of the library’s website and those who use the brick-and-mortar library?There are two types of library cards: online login and physical card; the latter is required to check out physical artifacts from the library. Non-fans of e-content have made the switch, unknown if they will move to brick and mortar.
|Activate Library Card||👍||👍||👍|
|Find Digital Downloads||👍||👍|
|Download Digital Downloads||👍||👍|
|Track Physical Materials||👍||👍||👍|
|Library Operation Hours||👍||👍||👍|
|Programs for Family||👍||👍|
|Support with Technology||👍||👍||👍|
|Reserve A Space||👍||👍|
By conducting a content analysis, Edward was able to help define inventory of current existing content to compare to tasks users are finding challenging to navigate. The current site has a combination of hybrid schemes in primary navigation and topical schemes in secondary navigation in a left navigation menu. In some cases, there is even tertiary level of navigation embedded within content of a page or linked externally from email content.
Using Treejack, a usability tree test was conducted by Edward Guerra to measure the effectiveness of a recommended sitemap for Sharron Public Library. A visual representation of objects and relationships within a system can aid understanding and finding for both stakeholders and users. Participants were asked to assess where they believe they would find more information from an information retrieval task.
5 participants ranging from ages 28-61, mixed gender, computer literacy and a history of using a library were included to complete 8 scenario-based tasks.
Recommendation: Relocate Hours of Operation label within Services based on 4 out of 5 participants that believed that is where they would find it.
Recommendation: Integrate Renew Book Checkout within My Account as a signed-in patron.
Click insights to expand
4 out of 5 participants successfully located Request Library Card.
Users navigated from top-down and clicked correct paths in a variety of organization groups: Primary Navigation Header, FAQ Tile, Plan Your Visit Tile, Footer.
1 user reported having web browser issues on first task and was not able to select a correct area on FireFox Web Browser.
3 of 5 participants successfully located Primary Navigation > My Library.
2 of 5 participants would Ask a Librarian via-email
Use a web form to gather questions and email librarians to answer; use data to inform answers within Frequently Asked Questions Tile.