User Testing the
borrowing process on
The New York Public
Library website
nypl.org
Galit Lurya
BACKGROUND

In 2012, the New York
public library's website
had 32 million visits.

Gives access to the
library's catalogs ...
GOALS

Focusing on identifying the problem
areas in the New York Public Library
website book borrowing process
GOALS

Discovering and finding books the user is interested in
GOALS

Requesting to borrow books, check due dates of borrowed
books and status of books on hold
PARTICIPANTS

Focusing on users that already have a library card
and are divided into two subgroups:

Individuals that hav...
WHAT TO TEST- TASKS

Users should be able to:


Find books they want to borrow



Discover new books



See if a book i...
METHODOLOGY

Background
Questionnaire

Tasks

Talk out loud

LikertScale

Interview
BACKGROUND QUESTIONNAIRE

GENDER

AGE

2 | male
4 | female

3 | 18-25
1 | 26-39
2 | 40-59
60+
BACKGROUND QUESTIONNAIRE

ETHNICITY

LANGUAGE
4 | english

3 | white/caucasian

2 | asian/pascific islander

2 | asian
bla...
BACKGROUND QUESTIONNAIRE

HOUSEHOLD INCOME
2 | under $25,000
1 | between $25,000 to $60,000
2 | more than $60,000

EDUCATI...
BACKGROUND QUESTIONNAIRE

BOOKS READ (MONTHLY)
less than 1
3 | 1-2
2 | 3-4
1 | more than 4

LIBRARY VISITS (MONTHLY)
1 | l...
BACKGROUND QUESTIONNAIRE

HOW TO DECIDE WHAT TO READ
1 | bestseller rankings
2 | books that everyone is talking about
4 | ...
INTERVIEW QUESTIONS

HOURS SPENT ONLINE WEEKLY
3
2
1

less than
15

between
15-30

50+
INTERVIEW QUESTIONS

VISITS TO THE NYPL
WEBSITE (YEARLY)

LOCATION WHEN USING
THE NYPL WEBSITE
5

3
2
1

1

1-2

3-9

10+
...
INTERVIEW QUESTIONS

OTHER WEBSITES/PLATFORMS USED FOR BOOKS
TASK 1

Find a book (digital format) you recently
read or want to read and borrow it

4

1

success

partial
success

fail
TASK 1

Find a book (digital format) you recently
read or want to read and borrow it
2 experienced users

4 new users

4

...
TASK 1 LIKERTSCALE | EXPERIENCED USERS

Find a book (digital format) you recently
read or want to read and borrow it

2 ex...
TASK 1 LIKERTSCALE | NEW USERS

Find a book (digital format) you recently
read or want to read and borrow it

4 new users
...
TASK 2

Find a book (physical format) that you haven't
heard of and interests you and borrow it
1 experienced user

0 new ...
TASK 2 LIKERTSCALE | EXPERIENCED USERS

Find a book (physical format) that you haven't
heard of and interests you and borr...
TASK 3

Find out when a book you borrowed is
due for return
TASK 3

Find out when a book you borrowed is
due for return
2 experienced users

3 new users

4

1

success

partial
succe...
TASK 3 LIKERTSCALE | EXPERIENCED USERS

Find out when a book you borrowed is
due for return

2 experienced users

Strongly...
TASK 3 LIKERTSCALE | NEW USERS

Find out when a book you borrowed is
due for return

2 new users
Finding my borrowed books...
TASK 4

Find out how long you need to wait for
a book on hold
2 experienced users

2 new users

3

1

success

partial
suc...
TASK 4 LIKERTSCALE | EXPERIENCED USERS

Find out how long you need to wait for
a book on hold

2 experienced users

Strong...
TASK 4 LIKERTSCALE | NEW USERS

Find out how long you need to wait for
a book on hold

1 new users
Finding my book on hold...
CLOSING QUESTIONS

If you were the developer of the website
what is the first thing you would change?
Thank you
Upcoming SlideShare
Loading in …5
×

User testing the New York Public Library website presentation

182
-1

Published on

The objectives of the evaluation was to asses the usability of the
websites book borrowing process. The methodologies used to test
were a background survey gathering information about the New
York Public Library members and website users , interview questions
regarding the participants web usage and their familiarity
with the NYPL website, real-world tasks combined with a think
aloud protocol including finding and borrowing a digital book,
finding a physical book and borrowing it, finding the due date of a
book and finding out the hold state of a book, a LikertScale questioner
filled by the participants upon completion of a task and an
exit question asking what is the first thing they would change on
the website.

The main results were that participants had a difficulty finding out
the book format and reported difficulty in downloading ebooks.
Participants also struggled with finding out the location of the
branches in which to pick up or place holds for books.
Another area users found difficult was the filtering of search results
in which all the filter options were not noticed by the user and
took discovery time.

Participants also struggled in finding the my NYPL menu in which
the information regarding due dates and holds appeared but once
the menu was found most participants navigated it easily.
The recommendations are to assist users in discovering the my
NYPL menu by adding it to the area most participants searched
for it, in the personal account drop down menu at the top of the
page. It is also recommended to explore the visibility of the side
menus and filters as they appear in the search results page and the
my NYPL areas as well as further test the downloading process
of ebooks to assure that users can complete the process effectively
and efficiently.

0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total Views
182
On Slideshare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
2
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide

User testing the New York Public Library website presentation

  1. 1. User Testing the borrowing process on The New York Public Library website nypl.org Galit Lurya
  2. 2. BACKGROUND In 2012, the New York public library's website had 32 million visits. Gives access to the library's catalogs and on-line collections Has information about the library's events, exhibitions, and classes Library cardholders can request books as well as download e-books and audibooks
  3. 3. GOALS Focusing on identifying the problem areas in the New York Public Library website book borrowing process
  4. 4. GOALS Discovering and finding books the user is interested in
  5. 5. GOALS Requesting to borrow books, check due dates of borrowed books and status of books on hold
  6. 6. PARTICIPANTS Focusing on users that already have a library card and are divided into two subgroups: Individuals that have used the NYPL website to borrow books Individuals that have not used the NYPL website to borrow books
  7. 7. WHAT TO TEST- TASKS Users should be able to:  Find books they want to borrow  Discover new books  See if a book is available for borrowing  Place a hold for a book  Check the state of a hold or a borrowed book
  8. 8. METHODOLOGY Background Questionnaire Tasks Talk out loud LikertScale Interview
  9. 9. BACKGROUND QUESTIONNAIRE GENDER AGE 2 | male 4 | female 3 | 18-25 1 | 26-39 2 | 40-59 60+
  10. 10. BACKGROUND QUESTIONNAIRE ETHNICITY LANGUAGE 4 | english 3 | white/caucasian 2 | asian/pascific islander 2 | asian black / african american spanish american indian / alaska native other native hawaiian / other pacific islander 1 | other
  11. 11. BACKGROUND QUESTIONNAIRE HOUSEHOLD INCOME 2 | under $25,000 1 | between $25,000 to $60,000 2 | more than $60,000 EDUCATION less than high school high school some college 2 year college degree (associate) 5 | 4 year college degree (BS,BA) 1 | masters degree doctoral degree professional degree (MD, JD)
  12. 12. BACKGROUND QUESTIONNAIRE BOOKS READ (MONTHLY) less than 1 3 | 1-2 2 | 3-4 1 | more than 4 LIBRARY VISITS (MONTHLY) 1 | less than 1 3 | 1-2 1 | 3-4 1 | more than 4
  13. 13. BACKGROUND QUESTIONNAIRE HOW TO DECIDE WHAT TO READ 1 | bestseller rankings 2 | books that everyone is talking about 4 | direct recommendations from someone else 2 | new titles/recently released books 4 | other
  14. 14. INTERVIEW QUESTIONS HOURS SPENT ONLINE WEEKLY 3 2 1 less than 15 between 15-30 50+
  15. 15. INTERVIEW QUESTIONS VISITS TO THE NYPL WEBSITE (YEARLY) LOCATION WHEN USING THE NYPL WEBSITE 5 3 2 1 1 1-2 3-9 10+ home on the go
  16. 16. INTERVIEW QUESTIONS OTHER WEBSITES/PLATFORMS USED FOR BOOKS
  17. 17. TASK 1 Find a book (digital format) you recently read or want to read and borrow it 4 1 success partial success fail
  18. 18. TASK 1 Find a book (digital format) you recently read or want to read and borrow it 2 experienced users 4 new users 4 1 success 1 partial success fail
  19. 19. TASK 1 LIKERTSCALE | EXPERIENCED USERS Find a book (digital format) you recently read or want to read and borrow it 2 experienced users Strongly disagree Disagree Neutral Finding a book was easy 2 1 Finding the book format was easy Finding the book availabilty was easy Downloading the book to a device was easy Agree Strongly agree 1 1 1 1
  20. 20. TASK 1 LIKERTSCALE | NEW USERS Find a book (digital format) you recently read or want to read and borrow it 4 new users Strongly disagree Disagree Neutral Agree Finding a book was easy 1 1 2 Finding the book format was easy 1 3 Finding the book availabilty was easy 1 1 Downloading the book to a device was easy 1 2 Strongly agree
  21. 21. TASK 2 Find a book (physical format) that you haven't heard of and interests you and borrow it 1 experienced user 0 new users 1 success partial success fail
  22. 22. TASK 2 LIKERTSCALE | EXPERIENCED USERS Find a book (physical format) that you haven't heard of and interests you and borrow it 1 experienced users Finding a book was easy Strongly disagree Disagree Neutral Agree 1 Finding the book format was easy 1 Finding the book availabilty was easy 1 Finding where to pick up the book was easy 1 Strongly agree
  23. 23. TASK 3 Find out when a book you borrowed is due for return
  24. 24. TASK 3 Find out when a book you borrowed is due for return 2 experienced users 3 new users 4 1 success partial success fail
  25. 25. TASK 3 LIKERTSCALE | EXPERIENCED USERS Find out when a book you borrowed is due for return 2 experienced users Strongly disagree Disagree Finding my borrowed books was easy Finding the due date of the book was easy Neutral Agree 2 1 1 Strongly agree
  26. 26. TASK 3 LIKERTSCALE | NEW USERS Find out when a book you borrowed is due for return 2 new users Finding my borrowed books was easy Finding the due date of the book was easy Strongly disagree Disagree 1 Neutral Agree Strongly agree 1 1 1
  27. 27. TASK 4 Find out how long you need to wait for a book on hold 2 experienced users 2 new users 3 1 success partial success fail
  28. 28. TASK 4 LIKERTSCALE | EXPERIENCED USERS Find out how long you need to wait for a book on hold 2 experienced users Strongly disagree Disagree Neutral Finding my book on hold was easy Finding how many people are before me in line was easy Agree 2 1 1 Strongly agree
  29. 29. TASK 4 LIKERTSCALE | NEW USERS Find out how long you need to wait for a book on hold 1 new users Finding my book on hold was easy Finding how many people are before me in line was easy Strongly disagree Disagree Neutral 1 1 Agree Strongly agree
  30. 30. CLOSING QUESTIONS If you were the developer of the website what is the first thing you would change?
  31. 31. Thank you
  1. A particular slide catching your eye?

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

×