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Designing User-Centered Discovery-and-Access Services for Enhanced Virtual User Experience
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Designing User-Centered Discovery-and-Access Services for Enhanced Virtual User Experience

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Building user-centered discovery-and-access services to help users find their way through the information landscape is primarily a question of design. In 2010 the Technical Services at the University …

Building user-centered discovery-and-access services to help users find their way through the information landscape is primarily a question of design. In 2010 the Technical Services at the University of Nevada Reno Libraries established its top strategic direction to understand users’ workflow and strive to build seamless information access services around their workflow. To advance this strategic direction, we implemented an innovative reorganization within Technical Services through creating a Knowledge Access and Discovery (KAD) Librarian from a vacant position and forming a new Design and Discovery (DD) department from existing staff. The KAD Librarian is responsible for leading library-wide efforts to optimize the power of the library’s suite of discovery and retrieval systems, and for leveraging relevant technologies to provide user-centric services for information access and discovery, with assistance from the staff in the DD department. This session will discuss the roles of the KAD Librarian and the new DD department, their projects and initiatives, and how they work with the library-wide cross-departmental Virtual User Experience Committee to advance Technical Services’ top strategic direction to meet the Internet-fueled do-it-yourself (DIY) mindset of today’s library users.
Presenters: Molly Beisler

Knowledge Access and Discovery Librarian, University of Nevada, Reno Libraries, and Paoshan Yue

Director of Technical Services, University of Nevada, Reno

Published in: Technology, Education

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  • 1. DESIGNING USER-CENTEREDDISCOVERY-AND-ACCESSSERVICESFOR ENHANCED VIRTUAL USEREXPERIENCEPaoshan Yue & Molly BeislerUniversity of Nevada, RenoNASIG 2013, Buffalo, NYJune 8, 2013
  • 2. University of Nevada, Reno• Mathewson-IGT Knowledge Center• $75 million facility, opened in 2008• Land-grant institution, established 1874• 14,400 undergraduates & 3,200 graduate students• Two more libraries on campus:• Savitt Medical Library• DeLaMare Mining/Engineering Library• Library materials budget: $4 million• 90% is spent on electronic resources
  • 3. Keywords in the Presentation TitleDesignDiscovery-and-Access ServicesUser-CenteredVirtual User ExperienceGLOBAL
  • 4. Why User-Centered Design?• To survive• To be useful• To help more
  • 5. What Is User-Centered Design? – A QuizA. The design is based on an explicit understanding ofusers, tasks, and environments.B. Users are involved throughout design and development.C. The design is driven and refined by user-centeredevaluation.D. The process is iterative.E. The design addresses the whole user experience.F. The design team includes multidisciplinary skills &perspectives.G. The design forces users to change their behavior toaccommodate the product or service.Reference: http://www.userfocus.co.uk/articles/iso-13407-is-dead.html Source: ISO 9241-210:2010
  • 6. There Is an ISO Standard for It!• ISO 9241-210:2010• Ergonomics of human-system interaction -- Part 210:Human-centred design for interactive systems• The standard describes 6 key principles that will ensureyour design is user centered. (Listed on the previous slide A-F)
  • 7. Would You Know It When You See It?Image: http://bestcadtips.com/wp-content/uploads/2011/02/user-unfriendly-2.jpg
  • 8. In a Broader Context:Would You Know It When You See It?
  • 9. Would You Know It When You See It?
  • 10. UNR Libraries:Shift to User-Centered ServicesImage: http://behavioraltargeting.biz/behavioral-marketing-based-on-user-centered-design-principles/
  • 11. Technical ServicesTop Strategic Direction (2010)• Work to understand users’ workflow,AND• Strive to build seamless informationaccess services around their workflowImage: http://www.purestorage.com/blog/wp-content/uploads/2013/02/holy_grail_by_erdmute2.png
  • 12. Top Strategic Direction: Strive to BuildSeamless Information Access Services around User Workflow?LibraryWebsiteE-resourcePortalsDiscoveryPlatformDigitalCollectionsOnlineCatalogGoogleWikipediaCourseReadingsResearchDatabasesGoogleScholarSocialNetworksMobileDevicesGoogleBooks?Created 10/2012 by Paoshan Yue
  • 13. Bento Box Display
  • 14. Technical ServicesStrategic Reorganization (July 2011)• Leading Librarian -- Creating a Knowledge Access &Discovery (KAD) Librarian from a vacant position• Support -- Forming a new Design & Discovery (DD)department from existing staff who has appropriateaptitude• Administrative -- Joining Technical Services andCollection Development to form Knowledge AccessManagement Services (KAMS)• KAMS/DD’s mission -- To advance the top strategicdirection of building seamless information access servicesaround user workflow
  • 15. KAMS: Design & DiscoveryStaff:Head of TechnicalServicesLibrary Technician Library TechnicianKnowledge Access& DiscoveryLibrarianIT Professional II
  • 16. Library-wide User Experience Committees(August 2011)• Virtual User Experience (VUE) Committee• Charge: To ensure responsive and intuitive online/weblibrary services for virtual or off site users through problemidentification, troubleshooting and problem resolution• Onsite User Experience (OUE) Committee• Charge: A problem solving group responsible for ensuringthat we provide truly excellent customer services for theonsite visitor from the user’s point of view.
  • 17. + >
  • 18. Evolution & Focus of New Department• Began with definition of new Knowledge Access &Discovery (KAD) Librarian Position• Position went through several iterations: Metadata &Catalog Librarian, Metadata ManagementLibrarian, then KAD Librarian• Reflected increasing focus on the user experience andthe need to tie Technical Services efforts to what userswant and need
  • 19. KAD Librarian PositionProvide cohesive vision in designing, implementing, andassessing metadata-reliant processes and other knowledgediscovery strategies for enabling intellectual access toresearch resources in all formats. Working in collaborationwith KAMS faculty and staff:• Lead library-wide efforts to optimize the power of a suiteof discovery and retrieval systems designed to helpexpose the Libraries’ rich collections, and• Leverage relevant technologies to provide user-centricservices for information access and discovery
  • 20. How to make a Technical Servicesposition user-centered?• Work regular hours on public desks• Chat service• Serve as liaison to two academic departments, creatingLibrary Guides and teaching instruction sessions• Co-coordinator of Assessment Task Force• Involved in usability and ethnographic studies• Part of Teaching and Learning Group• Part of Virtual User Experience Committee
  • 21. DiscoveryDiscovery ServicesImage: http://www.jonrognerud.com/an-uncomplicated-way-to-look-at-the-buying-cycle-funnel/
  • 22. KAD Librarian Position: ResponsibilitiesImplementing and managing discovery service• Mapping metadata from catalog & CONTENTdm• Testing & troubleshooting mapping• Working with web librarian and VUE to determine how topresent discovery• Usability testing• Exploring possible additions/deletions from Summon• Documentation and guides on using available tools
  • 23. KAD Librarian Position• Contact with users informs back-of-house decisionsExamples:• Revision of “helper” window for link resolver• Findings from usability studies have altered tabbedsearch functionality on home page
  • 24. KAMS/DD:Designing the User ExperienceTroubleshoot access issuesDirect contact with users: Online problem report formOngoing assessment: If users routinely hit similarproblems, what can we do to fix them?Examples:• Authentication methods• Demoting/promoting database providers in link resolver• Assessing content inclusion in SummonMaintain accessCollaborate with acquisitions and cataloging staffCommunicate with local stakeholders and vendors/contentproviders
  • 25. KAMS/DD:Designing the User ExperienceStrive to:• Fix what we can• Make users aware of what we cannot fix, and anyworkarounds that exist• Understand the user experience• Sit in on library instruction sessions• Use new technologies
  • 26. Top Strategic Direction: Strive to BuildSeamless Information Access Services around User Workflow?LibraryWebsiteE-resourcePortalsDiscoveryPlatformDigitalCollectionsOnlineCatalogGoogleWikipediaCourseReadingsResearchDatabasesGoogleScholarSocialNetworksMobileDevicesGoogleBooks?Created 10/2012 by Paoshan Yue
  • 27. Virtual User Experience (VUE) Committee• 13 Members are from various library departments• KAD Librarian, E-resources, Metadata, Web• Reference/research, Document Delivery• Branch libraries, Special Collections• @One student labs, Teaching/Learning Technologies• Assessment, Marketing• A good venue for “the back of the house” (technicalservices, web, etc.) and “the front of the house” (publicservices, etc.) to meet, inform, and exchange ideas.
  • 28. KAMS/DD & VUE: Shared GoalsIntuitive “libraryinformationresources” access &discovery experiencefor virtual usersKAMS/DDERM +Authentication ++ moreAnything users do onthe library websiteE-Reference, Socialmedia, Libguides, library information,e-reserves, navigation,etc.VUE
  • 29. KAMS/DD Working with VUE• Upcoming changes in the display of e-journallinks in the catalog• New online resource problems report form• Implementing Shibboleth authentication forWeb of Science1. Inform & Seek FeedbackImage:http://www.blasermills.co.uk/about-us/feedback-form/
  • 30. • EBSCOhost database search resultdisplay customization• Promoting research databases on thelibrary home page• Improving discovery of print journals byadding print holdings in e-journal portalKAMS/DD Working with VUE2. Propose & Seek EndorsementImage: http://www.carolsanford.com/blog/?p=1119#more-1119
  • 31. Looking Forward: 6 Principles toEnsure User-Centered Design1. Obtain an explicit understanding of users, tasks andenvironments2. Involve users throughout design and development3. Implement findings from user-centered evaluation4. Ensure iterative process5. Address the whole user experience6. Include multidisciplinary skills and perspectives in thedesign teamReference: http://www.userfocus.co.uk/articles/iso-13407-is-dead.html Source: ISO 9241-210:2010
  • 32. KMAS/DD Moving Forward• Partnership: Users, library colleagues, Web specialist, VUE…• Understanding users, tasks, & environments• Crazy Egg – tracking webpage traffic, heat map• Morae usability testing software• Student Advisory Council• Current projects• Journal web portal redesign• Database web portal redesign• Customize research database interfaces (eg. Ebscohost databases)• Learning• KAD Librarian working with scripting & OPAC customization• KAMS/DD staff learning advanced features of Excel, MS SharePoint• Ideas for the future• Bento box display of search results and related library help• “14 Days to Have Your Say” blog• Research journals/diaries
  • 33. Questions?Paoshan YueDirector of Technical Servicesyue@unr.eduMolly BeislerKnowledge Access & Discovery Librarianabeisler@unr.edu

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