JoAnne Sparks
University of Oxford
March 2009
Outline
Introduction
User research and stakeholder management
Archetype and persona approaches
Usability (interface, s...
Introduction
Professional profile:
26 years professional experience
Academic, nonprofit and corporate
Health science a...
Short CV
University of Oxford, Assistant Director, Research &
Learning Services
Memorial Sloan-Kettering Cancer Center, ...
User Research and Stakeholder
Management
Understanding your organizational context
Customer segmentation
Multi-dimensio...
Archetype and persona
approaches
David Snowden, archetypes, sensemaking, Cynefin
model
www.cognitive-edge.com
Mary Lee ...
Techniques everyone can use
Gather data early and often
Aggregate and analyze your data
Understand the gaps
Visualize ...
“Personas” of various scientists
Medicinal Chemist – works
alone and is looking for a
“recipe”
Senior level – very exper...
MSK Clinical Librarians
Customized for specific specialties
Range of possible offerings (on
demand)
Mature specialties ...
Usability
Interface
Web sites, applications, online library systems, web 2.0
creations
Space
Libraries, bookstores, co...
Usability – interface, applications
Neutral point of view
Design for the users,
not the library staff!
Test often and i...
Usability – space and process
Consulting
workstations in open
plan spaces
Flexible uses
Location, traffic flow
Furnitu...
“If you want a golden rule that will fit everybody, this is
it: Have nothing in your houses that you do not know to
be use...
How to be all things to all people
Neutral point of view
Wholistic from the customer’s point of view
Custom versus gene...
Primer on the basic approach
Demographics – analyze the user segments
Screen for typical users (not outliers)
Clear tes...
Why do it?
Superior services will transform into extraordinary
services
At an individual level between librarian and rea...
How much does it cost?
Free to millions of pounds
KEY THING IS FREE – the mindset
Prototyping – early is best and gener...
Additional References
Kelly Goto and Emily Cotler
Web Redesign 2.0 Workflow that Works
http://www.web-redesign.com/
Jako...
Conclusions
Contact information
JoAnne Sparks
Email: joanne.sparks@bodley.ox.ac.uk
Upcoming SlideShare
Loading in …5
×

Sparks2009

102
-1

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
102
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
1
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Organizational context:
    MSKCC – all of my library customers were authors at some stage of their career!
    All specialties are not alike
  • we developed personas “on the fly” to support user education
    Used “shadow-walking” technique
    Medicine chemists – senior and junior, recipes
    Process Chemists – group oriented
  • Fit for purpose
  • Social scientist attitude, Double blind testing in science and medicine
  • Demographics – analyze the user segments
    Screen for typical users (not outliers)
    Clear testing objectives – focused and concrete
    Storyboard, paper prototype, interactive wireframe
    Scheduling and logistics
    Neutral facilitator
    Notetakers rather than video or audio
    Analyze the findings
    Debrief with all involved staff
    Take action on the findings
  • level of service
    feels to the user as “high touch”
  • Not as much as you think? A common argument about why it isn’t done….
    PAPER prototyping – almost FREE!
    Wireframes – not pretty, but functional
    Added benefit to uncover logical discrepencies/gaps
  • Door example
    NO LONGER AVAILABLE – GET IT FROM YOUR LIBRARY!
    http://developer.apple.com/documentation/UserExperience/Conceptual/OSXHIGuidelines/index.html
  • Sparks2009

    1. 1. JoAnne Sparks University of Oxford March 2009
    2. 2. Outline Introduction User research and stakeholder management Archetype and persona approaches Usability (interface, space and process) How to be all things to all people Conclusions
    3. 3. Introduction Professional profile: 26 years professional experience Academic, nonprofit and corporate Health science and research Passions and interests: Users Access Doing the right thing Our profession and the future
    4. 4. Short CV University of Oxford, Assistant Director, Research & Learning Services Memorial Sloan-Kettering Cancer Center, Director of Library Services Bristol-Myers Squibb, Director, Content Integration & Access Drexel University, Associate Dean, Resource Management
    5. 5. User Research and Stakeholder Management Understanding your organizational context Customer segmentation Multi-dimensional Age, background, training, experience, expectations Market research Information seeking behavior patterns Consumption levels End goals or outputs Profiling and engaging your user groups
    6. 6. Archetype and persona approaches David Snowden, archetypes, sensemaking, Cynefin model www.cognitive-edge.com Mary Lee Kennedy, personas on Microsoft’s intranet http://www.infotoday.com/it2002/presentations/kenne dy.pps Donna Gibson and Kathy Anderegg, Content Integration & Access group, Bristol-Myers-Squibb Medicinal Chemistry Process Chemists Process Chemical Engineers
    7. 7. Techniques everyone can use Gather data early and often Aggregate and analyze your data Understand the gaps Visualize your customer segments Narratives*, pictures and scenarios * “Take the time to write a compelling narrative; make each person you profile memorable.” Kate Gomoll Web Redesign 2.0 Workflow that Works
    8. 8. “Personas” of various scientists Medicinal Chemist – works alone and is looking for a “recipe” Senior level – very expert Junior level – needs more support and still works independently Process Chemist – group oriented Solves problems as a team Social and learns in a group setting
    9. 9. MSK Clinical Librarians Customized for specific specialties Range of possible offerings (on demand) Mature specialties (thoracic surgery) Low volume (gynecology) New prospects (translational research)
    10. 10. Usability Interface Web sites, applications, online library systems, web 2.0 creations Space Libraries, bookstores, coffee shops, consulting spaces, offices Process Orders and requests, information retrieval, enquiry and search Design of objects Coffee and teapots, desks and furniture
    11. 11. Usability – interface, applications Neutral point of view Design for the users, not the library staff! Test often and in small bits Most important person is the user
    12. 12. Usability – space and process Consulting workstations in open plan spaces Flexible uses Location, traffic flow Furniture design, overall usefulness
    13. 13. “If you want a golden rule that will fit everybody, this is it: Have nothing in your houses that you do not know to be useful, or believe to be beautiful.” William Morris, The Beauty of Life, 1880 http://www.jnd.org/dn.mss/em otion_design.html Norman, D. A. (2002). Emotion and design: Attractive things work better. Interactions Magazine, ix (4), 36-42. Usability – objects
    14. 14. How to be all things to all people Neutral point of view Wholistic from the customer’s point of view Custom versus generic Prototyping, incremental testing Continuous improvement and learning
    15. 15. Primer on the basic approach Demographics – analyze the user segments Screen for typical users (not outliers) Clear testing objectives Storyboard, paper prototype, interactive wireframe Scheduling and logistics Neutral facilitator and notetakers Analyze the findings Debrief with all involved staff Take action on the findings
    16. 16. Why do it? Superior services will transform into extraordinary services At an individual level between librarian and reader At a team level At a local service level At a library system level Embedded librarians, clinical informationists Key to successful implementation Strengthens ongoing program
    17. 17. How much does it cost? Free to millions of pounds KEY THING IS FREE – the mindset Prototyping – early is best and generates savings Full build – late stage testing IF YOU DON’T do usability --- How much does rebuilding cost? Cost of getting it wrong – long-term Cost of not doing is the same
    18. 18. Additional References Kelly Goto and Emily Cotler Web Redesign 2.0 Workflow that Works http://www.web-redesign.com/ Jakob Nielsen Usability consulting for web interface, gadgets http://www.nngroup.com/ Donald A. Norman The Design of Everyday Things http://www.amazon.com/gp/product/0465067107/ Bruce “Tog” Tognazzini http://www.asktog.com/columns/069ScottAdamsMeltdown.h l Apple computer interface guidelines, 1987
    19. 19. Conclusions
    20. 20. Contact information JoAnne Sparks Email: joanne.sparks@bodley.ox.ac.uk
    1. A particular slide catching your eye?

      Clipping is a handy way to collect important slides you want to go back to later.

    ×