EG

Public Service

Sharon Public Library

How might we evaluate our current existing site content and redesign our website with an emphasis on easy to access information architecture?
Learn More
Role

Information Architect

Timeframe

June – August 2020 (6 Weeks)

Platform

Web

Tools

Figma, Optimal Workshop

1
The Challenge

Background

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.

UX Goals

  • Evaluate current existing site content within online catalog and organize information by categories i.e. preschool story times or downloading a meeting room application form
  • To learn and understand as much about people who use public libraries. Conduct interviews, perform literature search, write and share/review first draft of your user research document with stakeholder partners. Why are patrons using the site (i.e., in what contexts are they using it), and what information are they looking for, looking to enter, etc.
  • To conduct a literature search to find literature resources to help bring visibility into shared mental models across library websites
  • To synthesize feedback and reference interviews to generate insights to inform user personas to communicate goals and task priorities per persona with respect to the library site.
  • To redesign website with an emphasis on easy to access information architecture and integrate more welcoming thematic elements

UX Constraints

  • Usability participants were recruited amongst internal contacts rather than sourcing externally or Guerrilla Usability Testing due to impacts of Covid-19
  • Optimal Workshop click-test relied solely on static screens and not interactive prototypes with click capabilities
  • External catalogs out of scope
  • This is a fictional case study for academic demonstration of methodology
Current State
UX Approach

LUMEN

Diagram Lumen
Learn & Understand

Discovery

A competitor analysis was conducted on Beyond the Whiteboard, BodySpace and Garage Gym to generate a list of features currently available.

Additionally, by conducting remote interviews, I was able to inform primary and secondary personas based on general  library use, demographic, servicing and way-finding questions. 

Key Findings

  • Assumptions of equipment availability based on traditional gym environments, rather than home gym setups.
  • Fitness Tribe following with community features to promote accountability.
  • Data analytics is a common feature across 3 fitness apps assessed as third-party service to independent fitness programs.
  • Fitness apps were all cross-platform browser based and encouraged installing mobile app.
  • Mixed transaction processes for subscription services, some include: PayPal, iOS native app store, direct card payment.
Themes C1 C2 C3
Value Proposition Yes Yes Yes
Clear Call-To-Action Message Yes Yes
Clear User Type Logins Yes
Diversity Inclusion (Photos) Yes
Data Analysis on workouts Yes Yes
Application/Product Overview Yes Yes
Transparency in cost Yes
Community Engagement Yes Yes
Cross Platform Compatible Yes Yes Yes
Free Trial Yes Yes
Learn & Understand

User Personas

Recruiting Criteria

  • Mix of gender and technology literacy
  • Located in the United States
  • Ages 13+
  • Interacted with a library at least once in the last 6 months
  • Has found information from a library in-person and electronically
  • Electronic consent and ~1hr for interview

Interview Guide

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.

  • What is your role in your organization?

  • 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?

Primary Persona

Task Priorities by Personas

Tasks Informant Adapter Traditionalist
Primary Secondary
High Priority
Activate Library Card 👍 👍 👍
Find Digital Downloads 👍 👍
Download Digital Downloads 👍 👍
Track Physical Materials 👍 👍 👍
Library Operation Hours 👍 👍 👍
Research Databases 👍 👍
Medium Priority
Library Policies 👍 👍
Upcoming Events 👍 👍
Programs for Family 👍 👍
Support with Technology 👍 👍 👍
Low Priority
Library Newsletters 👍 👍
Reserve A Space 👍 👍
Library History 👍 👍
Secondary Personas
Evaluate Existing Content

Content Analysis

View Analysis

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.

Current State
0
Active Links
Recommended Future State
0
Active Links
Current Content Type
Recommended Content Type by Persona Priorities
iMagine Labeling & Taxonomy

Sitemap

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.

Tree Test Scenarios

  1. You are looking to start using your nearest local library during global pandemic. Where would you go on the website to learn more information?

  2. You need to bring your photo ID and proof of residency to activate a membership card at the library. Where would you navigate to find library hours?

  3. You’re living through a global pandemic and want to minimize your time in a public library. How would you look for available resources to borrow/checkout?

  4. How would you reserve a book for curb-side pickup?

  5. You’re wanting to extend the time that you have a book checked-out. Where would you navigate to learn more about doing that online?

  6. You want to stay informed on updates regarding your local library. Where would you primary expect to find more information?

  7. You have a family member that is an incoming high school senior in summer break. Where would you click to find more information about university tests?

  8. Where would you click to download audiobooks?

Tree Test Results

  1. 3 out of 5 participants successfully located Request Library Card.2 out of 5 expected to find more information under Services.

  2. Only 1 out of 5 participants located Hours of Operation.
    Recommendation: Relocate Hours of Operation label within Services based on 4 out of 5 participants that believed that is where they would find it.
  3. 4 out of 5 participants successfully located library resources.

  4. 4 out of 5 participants successfully located book reservations.

  5. 4 out of 5 participants navigated to book reservations even though current site instructions are in ambiguous, “How Do I” group and Policies.
    Recommendation: Integrate Renew Book Checkout within My Account as a signed-in patron.
  6. 5 out of 5 participants prefer Newsletter as primary source for updates.

  7. 4 out of 5 participants successfully located Test Prep.

  8. 5 out of 5 participants successfully located Audiobooks.
SPL_Sitemap_Revised_Teal
iNform Design

Rapid Prototype Testing

Click Test Scenario Tasks

Based on 3 design wireframes including:
  • New Site Visitor Homepage
  • Returning Site Member
  • Services Page

  1. You are visiting your local library website for the first time. Where would you click to learn more about requesting a library card?

  2. You have read the library card policies and activated your card. Where would you click to find books to checkout?

  3. You are a library card holder and have a library account online. Where would you click to extend a book checkout?

  4. Where would you click to download an audiobook?

  5. You want to learn another language. Where would you click to learn more about languages at your library?

  6. You seem to have lost a book you borrowed from the library. Where would you click to learn more about what to do?

  7. Where would you click to learn when the library opens and closes?

  8. You want to receive monthly emails about your local library. Where would you click to sign up for emails?

Tree Test Results

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.

5 out of 5 participants successfully located book collections.

3 of 5 selected Primary Navigation > Book & Media Catalogs; 2 of 5 selected Our Collections child page

4 of 5 participants successfully associated book checkout extensions with My Account.

  • 3 of 4 selected My Account CTA; 1 of 4 selected Primary Navigation > My Library.
  • 1 of 5 selected Search Bar

Recommendation:
Test without search bar to learn if user would click similar paths as above.

5 of 5 participants successfully located Audiobooks.

  • 4 of 5 selected Primary Navigation > Book & Media Catalogs; 1 of 5 selected Hoopla Tile

3 of 5 participants located Language Literary within Primary Navigation > Programs; 2 of 5 participants selected Primary Navigation > Books & Catalogs

Recommendation:
More testing to refine understanding for Patron mental models

3 of 5 participants successfully located Primary Navigation > My Library.

  • 1 of 3 clicked on Footer > Library Policies
  • 2 of 3 clicked Frequently Asked Questions > View More
  • 3 of 3 clicked My Account CTA

2 of 5 participants would Ask a Librarian via-email

Recommendation:
Use a web form to gather questions and email librarians to answer; use data to inform answers within Frequently Asked Questions Tile.

5 of 5 participants located Hours of Operation

  • 3 of 5 selected Footer > Hours of Operation
  • 2 of 5 selected within Frequently Asked Questions

5 of 5 participants successfully located Sign Up For Newsletter

  • 4 of 5 selected Join Our Newsletter Tile
  • 1 of 5 selected Footer > Sign Up for Newsletters

The Results

Findings & Recommendations

Key Findings

  • There is an age correlation with comfort with technology literacy for older than younger generations with information regarding: access to materials and services, promoted services, materials, physical hardware and electronic downloads.
  • Computer hardware and WI-FI are two common denominators for some individuals to visit physical libraries and interact with digital products and services.
  • Databases are maintained manually and do not always align to digital databases, which can create frictions for patrons in person.
  • HOOPLA is a popular topic in libraries since this service provides access to download music.
  • Covid-19 has significantly impacted availability of physical services, pushing an increase on digital resources and services

Recommendations

  • Monitor Content Usage – Archive content not being visited or requested if older than ~5 years or information no longer valid as it may inhibit or interfere with more relevant search topics for patrons
  • Text-HTML Pages > PDF Pages – PDF Pages are more difficult to find with search engines as they do not always capture Optimal Character Recognition (OCR) Text, consider reducing number of pages that can be a Text-HTML page easier to maintain within a Content Management System (CSM)
  • Mega Menus – Consolidate and simplify pages by exposing more information with new organization labels to support finding content
  • Signed In Content – Access and extend book checkouts, manage space reservations and view downloaded content history
  • Trending Content – Informed by search catalogs, checkouts and Frequently Asked Questions with library staff
  • From Home Content – For library patrons wanting to streamline finding content from the comfort of their own homes
Results

Closing Remarks

Lessons Learned

  • Integrate as much user and stakeholder feedback as possible into your iterative design process to ensure you're aligning with business goals as well as rationalizing with user needs
  • Focus more on user centricity, research, analysis and ideation before committing to visual design without user input
  • Remain flexible and understand that out of scope does not necessarily mean a feature and/or enhancement may never happen, simply not now

Next Steps

  • Revise Iterations & Test Again! – Continue to expand business goals and ensure user needs are being addressed and informed from usability testing
  • Design System – Standardize visual language design across experiences and save product development funds and time
  • Global Search – Find content across multiple catalogs and refine search based on year of publication, location, physical material or electronic download
  • Notifications – Reminders on interested events, reservations or new content suggestions based on previous interactions
  • Chat – Create scripts for a conversational bot to answer Frequently Asked Questions online

View More Work

All Work
Case StudyInformation ArchitectureInteraction Design

Artful Home

How might we simplify our labeling taxonomy to improve product discovery and modernize our digital transaction experience?

Case StudyInteraction DesignVisual Design

Electronic Medical Record

How might we simplify the data entry process for nurses preparing patients for physicians?

Case StudyInteraction Design

Small Business Lending

How might we digitize data collection to expedite the underwriting process to relieve Small Business Lending during a global pandemic?

Want to learn more?

Let's connect!

LinkedIn
Email
©2020 All rights reserved. All content on this site is copyrighted either by Edward Guerra or the respective clients and companies being depicted. All product names, imagery, trademarks, service marks, and intellectual property are property of their respective owners and are used for reference only.