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 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
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