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  • We are after a superb user experience for the university library website. User experience is the feelings and emotions people go through when they interact with products and services that we create. User experience applies to software interface, library space, workflow processes, etc. There are two parts to our goal: A good experience: Users can accomplish their tasks easily, intuitively, and quickly. A delightful experience: New services that users did not expect to have and found useful. Design for delight should be the ultimate goal for many service and product providers.
  • Ease and confidence are at the heart of
  • Uniqueness of the research library environment: Audience: Faculty and staff, graduate students, undergraduate students, community users Purpose: Scholarly information seeking, authoritative, citation Context: Ethical issues - Freedom of speech, freedom to read, user privacy vs. some web 2.0 features, aesthetics/academic dignity.   Some mindset shifts: Experiment small and often: A lot of small pilots and experiments closely monitored by feedback mechanism (instead of large comprehensive multi-year projects) Breaking down the silos: Small cross functional teams work well See users are part of the team User participated design process Mentoring/on-the-job training opportunities for students
  • Is the organization ready for frequent experimentation and continuous feedback loop and development? Culturally, are we ready to experiment small and often instead of rolling out the army?
  • Social marketing campaign: YouTube video contest, LinkedIn, Facebook, Twitter Library website as a collaborative platform Leveraging user content: user tagging, user discussion/annotation, Ask the Community

Ucd presentation miami_no_animation Ucd presentation miami_no_animation Presentation Transcript

  • Implementing a User Centered Design Process in Research Libraries Yu Su, 12/7/2009 University of Miami Libraries, Miami, Florida
  •  
  • Easy. Intuitive. Fast. Little or no training required “ Don’t make me think”
  • Case review: Intuit QuickBooks Support Website
  • User study: Surveys
  • User study: Observe & interact
    • Real time recruiting for user research
    • Ethnio: http://vimeo.com/3289396
    User participated information architecture WebSort: http:// websort.net/learnmore Usability lab Pre-designed scenarios, questionnaire Telephone survey Some pre-designed questions; free conversation flow
  • User study: Direct contribution http://support.quickbooks.intuit.com/support/pages/knowledgebasearticle/1011011
  • User tagging preliminary results
    • Great User Participation
      • 2.6 million interactions in a few weeks
      • 2500 of tags created over hundreds of articles
      • The WOW moment
        • We thought small business owners and accountants would be too busy to contribute
        • Indicates that there is a great pain/opportunity
  • Analytics: Click stream analysis
  • Metrics: Content resolution
  • Metrics: Search
  • Metrics: Search
  • Metrics: Intent to escalate Top 20 High Traffic KBs Visits Res Rate Intent to Escalate to CTC Surveys Taken 1. art[829e206e] install and configu 2,470 36% 2.2% 25 1.9% 2. art[1006369] download quickbooks 2,226 0% 3.7% 2 0.2% 3. art[h_pay_update_tax_tables_hdi] get a payroll update 1,609 58% 0.8% 12 0.9% 4. art[1003004] find the installed 1,431 42% 0.7% 12 0.9% 5. art[1007856] can t work with pdf 1,115 0% 6.5% 6 0.5% 6. art[192a1556] error -6177, 0 'qu 1,092 50% 2.9% 2 0.2% 7. art[1011144] quickbooks 2009 and 993 33% 6.2% 6 0.5% 8. art[80618] lost, forgotten, un 933 19% 8.1% 27 2.1% 9. art[1000335] error -6000, -80 a 924 30% 2.0% 10 0.8% 10. art[1009810] 'connection has bee 835 0% 9.8% 3 0.2% 11. art[bde7b06f] iif file import 794 42% 1.4% 12 0.9% 12. art[1003348] import or export da 773 53% 1.5% 15 1.1% 13. art[1001116] change payroll acco 773 46% 12.9% 13 1.0% 14. art[1001970] error -6000, -83 wh 734 0% 4.0% 0 0.0% 15. art[1006935] move a quickbooks c 719 0% 10.9% 4 0.3% 16. art[1010787] system requirements 709 33% 12 0.9% 17. art[1002282] fix damaged quickbo 694 30% 10 0.8% 18. art[h_multiuser_hdi_register_qb] register quickbooks 687 17% 12 0.9% 19. art[1003433] problems using auto 672 33% 6 0.5% 20. art[1011596] how to download or 631 0% 1 0.1%
  • User centered design (UCD) processes
    • UCD is:
    • A guerilla approach
    • (small, fast, quickly adapt)
    • An iterative approach
    • (through many experiments)
    • Focused on metrics and
    • real time user feedback
    • UCD is not:
    • Usability
  • User centered design (UCD) processes Users are the purpose Users are by large the means
  • User input: How to get it and what does it do for us
  • Building a successful web services organization Technology Infrastructure Metadata Modeling Content Management Life Cycle & Style Guide Information Architecture Search Optimization User Experience Design Visual Design Metrics Analytics Vendor Relationship
  • Getting started!
      • 1. Decide on three most important things
      • 2. Put in a good analytical program
      • 3. Map out user experiences : current and future
      • 4. Create design ideas
      • 5. Monitor feedbacks on small experiments : new features, designs, services
      • 6. Capture best practices
      • 7. Do it again !
  • To sum it up
      • 1. UCD is a guerilla warfare
      • 2. The focus begins and ends with user experiences, (and technology responds to it.)
      • 3. There are multiple ways to gain user input and feedback in an ongoing fashion.
      • 4. Web 2.0 can be a natural outcome of UCD.
  • Discussion: Rapid iteration?
    • Are we ready to take advantage of the rapid iteration approach ,which means frequent changes that chase after better user experience?
  • Discussion: Web 2.0?
    • User privacy
  • Discussion: Academic dignity? User created content will challenge the editorial control of the library and the academic institution. Are we prepared?