LIS 549


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LIS 549

  1. 1. KCLS Project Brief  Project Name  KCLS Events Page Web Filter Team Members   Elisabeth Calla Sarah Massey Kristen Dietiker Stephanie Rubel Linda Barton Client  King County Library System Project Goals  Team KCLS analyzed the possible tasks KCLS users could accomplish when using the Events Web Page. We realized that users had four specific goals when using the site. As web developers, our project goals were the realization of our user needs. We wanted to: 1. Determine if site users can easily view upcoming events at a KCLS branch library. 2. Determine that site users are able to easily find age appropriate events on the KCLS Events Web page. 3. Verify that it is simple for site users to sign up for events on the KCLS Events Web page. 4. Ensure that site users are satisfied with how they can manage their registrations for library events on the KCLS Events Web page. Problems Addressed  In order to ensure that users realized their goals during site use, Team KCLS noted a number of problems encountered with the site during the user experience. We determined the Web Events page appeared cluttered; color coding of events was confusing; the events list did not have its own frame, thus scrolling results removed left side filter from immediate user-access; the filter did not update dynamically; and search icons were redundant as they were repeated on each choice in the events list instead of placed as a single list at the top of the page. Based upon these issues, Team KCLS decided to address the following four site problems: 1. Events list is not inside its own frame. 2. Appearance is cluttered and color coding of event titles is confusing. 3. Search icons are redundant making it difficult to search listings. 4. The filter for type of event does not do live or dynamic updates.
  2. 2. Approach  Initially we met with our client, KCLS, to find out what they wanted us to redesign on their Web site. In order to determine how best to approach the redesigning of the KCLS Events Web page, we then conducted a competitive analysis and heuristic evaluation to uncover the issues with the current site and benchmark it against peer institutions. Next we developed a task analysis and identified several goals and related tasks that users could have when they visit this Web site. Based on these goals and tasks, we created a use case to sketch out what the users’ interaction on the website would look like. We finished the design phase of the project by creating a task flow diagram and designing a wireframe of the newly designed Events Web page. Lastly we developed a usability testing plan which served as our manual for testing users' interactions on our newly improved Web site. Solution  The solution that we moved forward with was a redesign of the KCLS events page. The page maintained the same basic layout, but we changed the features in our wireframe presentation to reflect the problems we addressed. These changes will make the page easier to read and more user-friendly. We removed the notification icons from each event listing in the results. Instead, the user can now "flag" events they are interested in, and can mass notify when they are finished. We also presented "live updating" so that as the user selected a filter option, the results would immediately reflect it. Additionally, we proposed altering the color scheme so that event listing would be shaded by its appropriate color code. This would make the results more obvious and therefore more user-friendly. Finally, we gave the events lists its own frame to allow it to scroll independently from the search filter ensuring that the user had immediate access to the filter option. Challenges  We faced several challenges during this project. There were several restrictions on what solutions we could recommend. For instance, there is a third party that provides the events back end solution that drives the events website. Since they have been a good partner with KCLS, we decided to continue using them but switch to their XML data so the Library had more control over the layout. We felt this was an acceptable compromise. Additionally, we were unable to recommend the implementation of a library-account based registration or reminder system because of limitations of the library catalog system in place. So, in order for users to register for event reminders, they will need to enter their email account information every time. A separate account for events registration might be possible, not linked to the user's main library account, but implementing that would be cumbersome, add overhead, and possibly confuse library patrons. The limitation of the current systems used by KCLS posed the biggest obstacles to our solution. Phase II  There are several recommendations for a future phase of this product. First, we would recommend revisiting the possibility of creating an account system for events registration, even if it wasn't linked to the main library account. Allowing people the ability to log into an account and save events for later viewing is very important functionality. An account system would also allow KCLS to implement a "saved search" solution where any new events that match a user's pre-defined criteria can be emailed to that user.
  3. 3. KCLS Competitive Analysis        Methodology    In order to see how other library systems handle their events pages, we compared the KCLS  events section with similar sections on the Seattle Public Library (SPL), Multnomah County  Library (MCL), Los Angeles Public Library (LAPL), Hennepin County Library (HCL), and Boston  Public Library (BPL) websites. We chose these library systems as “competitor” sites because they  are each large library systems with a multitude of branch locations serving a diverse population.  In the case of SPL, we felt that it was important to compare the features of the two public library  systems that co‐exist in King County because a large number of residents may be familiar with  each system. KCLS users who are familiar with SPL and SPL’s website may interact with the KCLS  events section with colored glasses. In the case of MCL and HCL, which serve the Portland, Oregon  and Minneapolis regions, respectively, we felt these were comparable systems to KCLS in terms of  resident demographics and library program offerings. LAPL, the largest library system we  compared, was chosen because of its size. We felt it was important to compare KCLS with both  comparable regional systems, but also large systems with a national reputation. Finally, Boston  Public Library (BPL) was evaluated both because of its national reputation, size, and diversity, but  also because their events section was significantly different than the others we evaluated.      Comparison and Summary of Features    Here is a table that shows what features each of the libraries we examined have on their calendar  web pages:    KCLS  SPL  LAPL  HCL  MCL   BPL  Search Option  yes  yes   yes yes yes   no located on left  first page is  located at the  first page  hand side of  dedicated to  top right  offers  screen.  searching.  corner of the  keyword  homepage  search.  and on the  events page  on the right  under the  calendar.  RSS Feed  no  yes  no yes no  no available on  the homepage  on the bottom  left.  s       
  4. 4.   KCLS  SPL  LAPL  HCL  MCL   BPL  Notification  yes  yes  yes yes yes  no Email.  RSS and email  Email, must  once you have  register with  registered for  Multnomah to  an event.  receive emails  confirming  registration  for events,  reminders  and updates  on upcoming.  Sorting  yes   yes  yes yes yes  no by branch,  by branch,  by branch and  by library,  date range,  age group,  audience,  region, event  event type,  program type,  event type,  event type.  category and  and age level.  library or  date range.  then  region, and  subcategories.  age group.  Search Box  yes  yes   yes yes yes   no keyword,  search box  keyword, date  search box  keyword  instructor’s  range,  search box.  name.  category  Marking  no  yes  no no no  no records  Notification  Email  Notify me of  Email RSS and  Email  no options    changes, FWD  email,  notifications  to friends,  forward to  sent to user,  email, text  friends.  ability to  messages.  email  information  to others.  Printable or  yes  yes  yes no no  yes Downloadable  calendar  Readability  Somewhat  Color coding  Text and  There’s a lot  Somewhat,  Sorted by  hard to  used.  hyperlink  of text and  text and  branch, then  differentiate,  color coding,  information  hyperlinks,  individual  no color  well spaced,  for each  small font,  events listed  coding, a lot  easy to  listing.  The  sorted by  by date. No  of  differentiate.  different  date.  other  information.  colored text  discernible  and use of  differentiation. bold helps,  but it’s a lot to  digest.      KCLS events site is searchable by keyword and by sorting options like branch, event type age  range and date range.  Its listing are often crowded making them sometimes difficult to read and  differentiate.  It has a downloadable calendar that you can print, but I was unable to mark  individual records in the list view.  Users can be notified of events by email but there is no RSS  option.   
  5. 5. SPL events site has a type‐in search box and is also searchable by branch, audience, and event  type.  Its listings are easy to differentiate using adequate spacing and color coding.  It has a  downloadable calendar you can print out and you can mark records individually.  Users can be  notified of events by various methods including RSS, email, forwarding to friends, text message  option and RSS as well.    LAPL events site is searchable by keyword, date range, and category.  Utilizing text and hyperlink  color coding, its listings are well spaced and easy to differentiate.  It has a downloadable calendar  that can be printed out but records in list view could not be marked.  Users can be notified of  events via email but RSS is not an option.     HCL events are searchable by library branch, event type, and age level.  When the user clicks on  “Event and Classes,” from the top navigation bar, a very easy to use event search page appears.   The user has three criteria to choose from and it’s well organized.  The events are returned in a list  that is easy to read and use.  The issue with this site is that the user cannot further sort the results  in alpha order by title and the ongoing events appear at the top of the list.  This is similar to KSLS’s  site.          MCL events site is searchable by keyword.  Searching can also be done using drop boxes which  include date range, program type, library or region, and age group.  Hyperlinks are color‐coded,  but otherwise results are all in black font and listed using alternating background colors to  differentiate between each listing.  Listings are spaced‐well and easy to read.  Records cannot be  marked.  There is not a downloadable calendar.  Users can be notified of events via email, but  there is not an RSS option.     BPL events site is very basic.  There is not a searching capability and notifications options are  unavailable.  Events are listed by library branch and then by date.  Listings are easy to read, but  cannot be marked or sorted.  Hyperlinks are not provided.  There is a downloadable calendar, but  only for the main branch of the library system.     
  6. 6. Screenshots and Analysis    Ongoing events are always shown at the top of the list, with no way to filter them out. This forces  users to scroll to find what they are looking for.           
  7. 7. KCLS main events page filter options are cluttered and require both scrolling within each option  and scrolling the page to access each filter option.       
  8. 8. Seattle Public Library Events Page    SPL does several things very well: Today’s events rise to the top of the page; there is an RSS  option; and there is an option to download an .ics version of the event for iCal/Outlook. Their  filter/search menu is also much more streamlined than KCLS’s. Finally, their events are  automatically color coded so you can visually differentiate between events for adults and events  for teens/children. The event filter is on the same page as the events result so you can continue  filtering and get immediate results.     
  9. 9. Los Angeles and Hennepin County Events Pages    The LAPL and HCL have as separate pages for searching events and for results.                                     
  10. 10. The desirable aspect of this search landing page for HCL is that you can easily reset your search  criteria.    
  11. 11. Once you get your results, you have to click on a link to take you back to the search page to start  over.                 
  12. 12. Multnomah County    Also use a separate page for search and results, so to refine a search or start over requires  backtracking to the previous page.   
  13. 13. Events are colored every‐other record to enhance readability, but we prefer color‐coding by event  type such as what SPL does.     
  14. 14. Boston Public Library     This site has perhaps the least functional events page in that there is no search or filtering  available other than hyperlinking to events listed under branches.     
  15. 15. Recommendations    Based on these findings we have the following specific recommendations:    (1) Integrate RSS feed pages   Multiple feeds should be included, such as feeds for each branch and feeds for different types of  events. Users can then bookmark or subscribe to the feed(s) they wish.    Links to RSS feeds can appear in multiple places on the KCLS site. On the search results page there  should be a link to a feed that is configured with the same filter (So if a patron searched for events  at a particular branch, the results page would include a link to an RSS feed for events at that  branch). This RSS link should be clearly labeled as such. There can also be feed links elsewhere on  the KCLS site, for example on each branch’s information page.    (2) Retain the XML feed from Evanced, but design a new section using the same visual and  navigational cues as the rest of the KCLS site. In it’s current form, the events section does not fit in  with the KCLS main site and feels clunky to use. By returning visual control of the events section to  KCLS, the backend system is retained but control of how the section looks and feels is in the hands  of KCLS. Users have a seemless transition from the KCLS main site to the events section and back.  There are several additional benefits of this change as well: as the KCLS main site undergoes  future redesigns, the events section can be changed simultaneously to match, and the XML data  from Evanced can be incorporated into other sections of the website or the catalog if KCLS chooses  to do so in the future.    (3) The pages need some redesigning for readability purposes. Our suggestions include color  coding for different event types, changing the spacing, and incorporating check boxes next to each  event that the user can select in order to add to the calendar and print   
  16. 16. KCLS Heuristic Evaluation  Methodology Four people compared KCLS’s events pages to Nielsen’s Heuristics. Specifically, we looked at the  following events pages:,, and        Nielsen’s Heuristics are:   • Visibility of system status  • Match between system and the real world   • User control and freedom  • Consistency and standards   • Error prevention   • Recognition rather than recall   • Flexibility and efficiency of use   • Aesthetic and minimalist design   • Help users recognize, diagnose, and recover from errors   • Help and documentation        Findings and Recommendations  Below are our findings and recommendations for each of the ten heuristics.    Visibility of system status: The system should always keep users informed about what is going on, through appropriate feedback within reasonable time. Findings: In general the website has a very functional top navigation bar, which assists users in  understanding their place on the website.  One issue we did notice, however, is that it always takes  a long time for the externally hosted events page to load and there nothing on the site that informs  the user the page is loading.  One other issue we noticed is that on the KCLS Events page and on the  Programs and Classes page, “Search for programs at all KCLS libraries” does not tell the users that  this is where they should go to see a downloadable events calendar.    Recommendations:   • Speak with Evanced about ways to speed up the time it takes for the events page to load and  include text on the page to indicate to the user that the page is loading.     • State clearly what the user will navigate towards.     
  17. 17. Match between system and the real world: The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order. Finding: The distinction between Programs & Classes and Events is not clear, which forces the user  to make assumptions about what the difference is between Programs & Classes and Events.  In this  situation, there are three words being used to describe two categories, which can be confusing.        Recommendation:   • Find a term that describes all three or make a clearer distinction between the two types of  activities.    User control and freedom: Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo.   Findings: The site is easy to navigate and there is a consistently located link to the homepage on  every webpage.  The site also supports undo and redo, which is a very nice feature for the user.  The  only issue is that the Evanced page takes a long time to recover or go backward or forward (undo,  redo), if the user wants to go to change the search criteria, for example.         Recommendations:      • Speak with Evanced about ways to speed up the time it takes for the page to load.     Consistency and standards: Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions.   Findings: The navigation on the website is very consistent, which is great.  However, it’s a little  confusing when you leave the KCLS hosted site and go to the events site hosted by Evanced.  The  top navigation bar is identical to the other pages, which is helpful in maintaining a sense of  familiarity, but the background on the externally hosted page is white, which does not match the  background of the KCLS site.      Another item we found confusing is the link “Search for Programs at all KCLS Libraries” on both the  Programs & Classes page and the Events page.  It’s confusing because it appears as if they both link  to the same page.  Related to that, there is also a link “Search for Programs by individual Library”  on both pages.  This link is a nice feature, but it is somewhat redundant to the Evanced site that  allows users to search for events.     The link to “My Event Notifications” on the top of the Evanced site is a great feature, but there is no  clear way to return to the Evanced search page from the event notification page other than using  the back button on the browser.           In the search area on the Evanced page, there is redundancy in the criteria for age groups and event  types.  For example, adult programs appears in the event type as a option.  It would be more  efficient to click on adult in the age group and programs in the event type.  There are also book  clubs and teen book clubs in the event type area.  It should be possible to select teen book clubs  using the criteria in the age groups plus the criteria in the event type.          Recommendations:  
  18. 18. • Mimic KCLS’s look and feel on the externally hosted events site.  This will allow users to feel  like the events page is more integrated into all of KCLS’s website.    • Have each link direct the user to the page with the information they are looking for or  consolidate the Programs & Classes and Events into one group.  • Eliminate redundancies on the site such as having two places where the user can filter  events by location.  • Add navigation to the event notification page that will take the user back to the page they  came from.   • Streamline selection criteria in the age groups and event types areas to eliminate  redundancy.     Error prevention: Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action.     Finding: The site does not appear to have error prevention features, but we also did not encounter  any errors on the pages.    Recommendation:   • Implement error prevention controls especially for event registration and cancelation.    Recognition rather than recall: Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate. Finding: There are myriad options on the left navigation page and scrolling is required to see all the  options.  As a result, it’s possible that users may forget which boxes they have already selected.      Recommendation:   • Structure the left navigation/search more efficiently so the user can see in one screen all the  choices they made.  Another possibility is to create a search landing page for this section.  Flexibility and efficiency of use: Accelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions. Findings: The ability for the user to search for events based on criteria is a fantastic feature.   However, we discovered that tailoring the search to the users’ needs does not always work well.   For example, if the user wants book club and author events only, they have to check and un‐check  several boxes.  It is the same with location.  It’s also difficult to fill in all the search criteria areas  because they do not all fit in one screen view.      We also found that some of the functions on the Evanced webpage are cumbersome.  For example,  selecting dates is ineffective in list view because the most current events do not always appear at  the top of the list.  Additionally, events that happen repeatedly throughout the year always appear  at the top of the list.  There is no way for the user to filter out these events or arrange the events by  name once they have entered their search criteria. We also found that, in some cases, the search  results did not appear to match the search criteria. 
  19. 19. The final issue is the link on the top of the Evanced site, “My Event Notifications.”  It is a very useful  feature on the site, as mentioned previously, but the user could also benefit from an RSS feed or a  feature that would not require them to visit the website to find this information.        Recommendations:   • Make the search easier to use by not requiring the user to check and un‐check so many  boxes.  Set it up so the default is an unchecked box.    • Add a scroll bar to the left side of the screen so the user can quickly scroll through all the  choices in the search criteria area.  • Make it possible to filter out the ongoing events.   • Create a way for the user to organize the search results by title (A – Z) and date (reverse  chronological order).  • Work with the database to improve search results.  There could also be an issue with the  way information is being entered in the system or there could be an issue with the database.    • Add RSS so the user does not always have to visit the website to see what events they have  registered for.  Aesthetic and minimalist design: Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility. Findings: All the necessary information is available for each event, but there is a lot of text for each  event in the list view, which creates a clunky appearance.  It is also difficult to view the information  in the calendar view.  When there are many events on one date, the mouse over brings up another  window of information on top of an area already overcrowded with information.          Recommendations:    • Reduce the amount of text shown in the list view and insert pictures to break up the text.    • Differentiate the text by using different fonts and font colors.  • Streamline the information in the window that pops up when the user scrolls over each  event in the calendar view.  This will allow the user to easily digest all the information about  events going on that day.  Help users recognize, diagnose, and recover from errors: Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution. Finding: The site did not offer any error messages or messages that could guide the user such as,  “Did you mean to click this,” for example.  Also, at times the site froze up and the only solution was  to restart the browser.      Recommendation:   • Create pages that assist the user in figuring out what they are trying to do.   Help and documentation: Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large. Finding: There are no help functions or instructions for the user. 
  20. 20. Recommendation:   • Include a help function on the Evanced webpage so the user can troubleshoot issues quickly.   This could also reduce calls to the library. 
  21. 21. KCLS Events Page Task Analysis KCLS TEAM    KCLS TASK ANALYSIS Goal: View upcoming events at my local library ID Activity Tasks 1 See what events are happening Visit library's page on Find path to programs at library Browse all programs Narrow list selecting age group, event type, age, keyword Goal: Attend more library events ID Activity Tasks 1 Stay updated about library events of interest Find event on KCLS events calendar Sign up to be notified for event Goal: Develop child's literacy skills and encourage reading ID Activity Tasks 1 Find a reading oriented library event for my child Find an event that is age appropriate for my child Sort events by children's or teens programs Sign up for the event Goal: Manage my library events ID Activity Tasks 1 Make changes to previous registration Change your event registration Change your room registration
  22. 22. KCLS Events Page Task Analysis KCLS TEAM   This is a task flow for the task: sign up to be notified for an event.  
  23. 23. KCLS Events Webpage Use Cases KCLS USE CASE Use Cases 1. View upcoming events 2. Attend more library events 3. Develop child's literacy skills and encourage reading KCLS_Use_Case Page 1 of 7
  24. 24. KCLS Events Webpage Use Cases Table of Contents Document Revision History ....................................................................................................... 3  Introduction ................................................................................................................................. 4  References................................................................................................................................... 4  Use Cases .................................................................................................................................... 5  1.1  [VIEW UPCOMING EVENTS] ..................................................................................................... 5 2.1  [ATTEND MORE LIBRARY EVENTS] ......................................................................................... 6 3.1  [DEVELOP CHILD’S LITERACY SKILLS AND ENCOURAGE READING] ................................ 7     KCLS_Use_Case Page 2 of 7
  25. 25. KCLS Events Webpage Use Cases Document Revision History Version Date of Edit Author of Edit Details 1.0 11.4.08 Sarah Massey This is a draft. 1.1 11.6.08 Linda Barton Added use cases 2 and 3. 1.2 11.9.08 Sarah Massey Edited for final submission KCLS_Use_Case Page 3 of 7
  26. 26. KCLS Events Webpage Use Cases Introduction Use cases provide a showcase in which requirements are precisely organized and illustrated for user validation, system design, and test case development. A use case describes higher-level detail business requirements by mapping out the flow of events used to arrive at a result of value to the end users. End users are the users or external systems with whom the system being described interacts. Alternate use cases describe use case variations and provide more detail about the possible alternate paths the user may take. The Use Case Inventory documents the use cases for each phase of the KCLS Events Page redesign project. Each use case has a corresponding number (example: UC-10). The use case also has a corresponding Wireframe, and will be named similarly. References 1. KCLS_Task_Analysis.docx 2. KCLS_Wireframes.docx KCLS_Use_Case Page 4 of 7
  27. 27. KCLS Events Webpage Use Cases Use Cases 1.1 [USER TASK – VIEW UPCOMING EVENTS] Description A website user is searching for details about an upcoming event. Actors Website user Pre-Condition The website user must know about an event on the KCLS calendar and have access to the internet. Post-Condition The end result of this task is to learn more specific information about an event that KCLS is hosting and/or advertising. Assumptions Assumptions for this task include that the user knows how to locate the events page and that the web site is functional. We also must assume that the user is interested in finding out more information about a particular event. Questions/Issues n/a Cross Reference Task analysis and wireframes documents Typical Course of Events (Narrative) User Action System Response A User goes to the KCLS home page to find out Home page loads. more about an upcoming event. B User is looking for information about a specific Events page loads. event and navigates to the events landing page C Site user realizes that it’s possible to see all Page loads and user sees exernally hosted Events events at KCLS and navigates towards this page. page that includes search capabilities. D User searches for event information by choosing Database responds to the query and search relevant criteria. results are returned. Alternate Courses: The event the user is looking for is not returned in the search results. As a result, the user must adjust their search criteria and try again. The user doesn’t realize that they have the option of being able to search for events based on criteria. This happens because they don’t click on the link that takes them to the search page. The user is unsure about the difference between programs and classes and events. As a result, they leave the website. KCLS_Use_Case Page 5 of 7
  28. 28. KCLS Events Webpage Use Cases 2.1 [USER TASK – ATTEND MORE LIBRARY EVENTS] Description A website-user is searching for ways to stay updated about upcoming events. Actors Website user Pre-Condition The website user must be interested in receiving information about ongoing, upcoming and similar events they have an interest in on the KCLS calendar and have access to the internet. Post-Condition To receive continuous updates about ongoing and upcoming events that KCLS is hosting and/or advertising. Assumptions Assumptions for this task include that the user knows how to locate the events page and that the web site is functional. We also must assume that the user is interested in receiving more information about ongoing and future events and/or receiving information about similar events to events they already know about. Questions/Issues n/a Cross Reference Task analysis and wireframes documents Typical Course of Events (Narrative) User Action System Response A User goes to the KCLS home page to find out Home page loads. more about an upcoming event. B User is looking for information about ongoing and Events page loads. upcoming events and navigates to the events landing page. C User sees event on calendar and wants Window appears titled “Notify me about similar notifications about event. Clicks “Notify Me” events” asking for first name, last name, and email symbol. address. D User inputs information into fields. Clicks submit. Window responds with message confirming notifications will be sent. Alternate Courses: The user may need to search for events based on specific criteria before finding desired notifications. The user may not see small “notify me” icon above the event listing. The user may not have a personal email, thus cannot receive notifications. KCLS_Use_Case Page 6 of 7
  29. 29. KCLS Events Webpage Use Cases 3.1 [USER TASK – DEVELOP CHILD’S LITERACY SKILLS AND ENCOURAGE READING] Description A KCLS website user is searching for age-appropriate reading events for children. Actors Website user Pre-Condition The website user must know about events on the KCLS calendar and have access to the internet. Post-Condition To register for reading event held for children that KCLS is hosting and/or advertising. Assumptions Assumptions for this task include that the user knows how to locate the events page and that the web site is functional. We must also assume user wants to find and register for events that are suitable for children. Questions/Issues n/a Cross Reference Task analysis and wireframes documents Typical Course of Events (Narrative) User Action System Response A User goes to the KCLS home page to find out Home page loads. more about an upcoming event. B User is looking for information about events for Events page loads. children and navigates to the events landing page. C User searches for event information by clicking on Database responds to the query and search Age Group boxes for “Children & Families” and results are returned. “Teens.” D User chooses event to register for and clicks Registration page loads. “More Info/Register” icon. E User enters information into provided fields and Event Registration Complete page loads providing clicks “Complete Registration” button. confirmation information. Alternate Courses: Many events do not require registration, so the user may assume their event also does not have a registration requirement. The user may not see small “More Info/Register” icon above the event listing. The user may not have a personal email to receive registration confirmations. KCLS_Use_Case Page 7 of 7
  30. 30. Guess what? This isn’t possible. For LOTS of reasons. We’ll talk about it but it’s not do-able. Would be NICE, right? Clicking this takes me to...setting up e-mail You know what? I think this Nice notations! notifications? So, instead of having these at the wireframe looks great. But I think this item level, they’re up at the all-up level. I flag calendar thing is the most items then click one of these icons to get either problematic thing here. I mean, it’s the option to E-mail, the option to get an RSS problematic on the existing site so feed…right? (PS – for download and print, I’d this isn’t a result of your work. When definitely use different icons. I thought Print was you click on a day in the calendar, “new” and Download was “edit”. Those are the what’s supposed to happen? I can’t traditional icons for those two things. But I get tell on the existing site. What would the idea!) I like the Saved: indicator. YOU recommend?! Per your notes, this is LIVE filter, right? I don’t need a “Find” button? I just click and the results refresh automatically? I THINK that would work if they had a data store handy. I’ll talk about what those are but unless there are significant changes on the back end, that won’t be possible. TOO MANY HITS on the servers. You might have to label that a “future feature”!
  31. 31. KCLS Usability Testing Plan        Overview  The goal of the Usability Testing Plan is to ensure that our modifications to the KCLS Events  Web page enhance and simplify the user’s experience. This Usability Testing Plan is  comprised of four parts: objectives, logistics, test script, and results.     Objectives  1. Determine if site users can easily view upcoming events at a KCLS branch library.  2. Determine that site users are able to easily find age appropriate events on the KCLS  Events Web page.   3. Verify that it is simple for site users to sign up for events on the KCLS Events Web  page.   4. Ensure that site users are satisfied with how they can manage their registrations  for  library events on the KCLS Events Web page.    Logistics    User Demographics  We established in our first client meeting that there is no “typical” user of the library.  As a  result, we feel it is important to involve a broad cross‐section of library users in the  usability study.  We would like to conduct ten, one and a half‐hour usability sessions with  people who use the KCLS website.  The demographic breakdown is as follows:  · Six women and four men   Aged 21 – 65   · Attend at least one KCLS library event per year  · Income level varies between less than $30,000 to $100,000+.      Method for Locating Usability Participants  We would like to invite people who have attended one library event within the past year.   Because the library cannot release patron records, we'll work with a third party to identify  the participants of the usability test.  We will offer $75 gift certificates to each person who  participates in our usability testing.        Timeline  The ten usability tests will be conducted over the course of two weeks.  The time of day will  depend on the availability of the library, the participant, the test administrator, and the  note taker.  
  32. 32. Location  The usability tests will be held at two different KCLS library branches: Issaquah and  Duvall.  Five usability tests will be conducted at each branch.      Requirements  We’ll need a conference room and will require a desk, computer (desktop), and enough  space for one user, one note taker, and one test administrator.        Session Agenda    For the first 10 ‐ 15 minutes we will welcome the person and explain what is going to take  place in this usability study.  We'll then conduct a 45 minute usability test where we ask the  user to perform various tasks on the Web site, including viewing upcoming events,  adjusting search criteria to find certain events, signing up for events, and managing the  events they've signed up for.  We'll then spend the last 15 ‐ 20 minutes of the session  having the user give us feedback on their experience and what they found the most difficult  versus least difficult, etc.        Test Script  Pre­Study Administrative Tasks   Welcome and Introduction   1.      Welcome participant to usability study.  2.      Introduce yourself and other observers.  3.      Introduce the setup.  Show the user the computer station.  4.      Seat the participant at the station. Join them at table.  5.      Explain the procedure and format of the study:     Facilitator      Thank you for your willingness to participate in this study. We’ve asked you to come here  today to help us evaluate the library’s online event calendar.  We want to observe how actual  library users will interact with the event calendar, the purpose being to evaluate the “ease of  use” of it.      Please keep in mind we are evaluating the calendar, not you.  There are no mistakes made  here, so please don’t worry about doing anything wrong.  Every action you take and question  you ask will help us highlight features that are not clear to a potential patron such as  yourself.      We want to hear exactly what you think, so please don’t worry that you’re going to hurt our  feelings. We want to improve the patron experience wherever we can, so we need to know  honestly what you think.      
  33. 33. If you have questions, please ask. Since our aim is to observe how you interact with the  calendar in an everyday setting, I may not answer your questions immediately. I will, however,  address them to the best of my ability once the task portion of the study is complete.      Once we are done with the study, we will discuss your experience with the calendar and ask  you to evaluate its ease of use.  Again, we are looking for your honest answers, so do not be  afraid you will hurt our feelings.  Your insight will help us improve this calendar.      Finally, if at any time during the exercise you feel like you don’t want to continue, you are free  to stop. Also, if you need a break at any time, please feel free to ask me.        Do you have any questions for me right now?   The test itself will take 45 minutes.  For the last 15­20 minutes, we’ll ask you some follow­up  questions and get your general feedback. This is when we’ll be able to answer any remaining  questions you may have.   If at any point during this study you decide you not want to  continue, that’s okay.  Just let us know and we will end the session.  Also, please tell us if you  need a break at any time.    Do you have any questions before we begin?  Think Aloud Protocol  Explain the think aloud protocol  Test Administrator:  While you do your task on the KCLS Events Web page, I’m going to need to “think aloud” as  you do things.  (Gives demonstration of thinking aloud while setting the alarm clock on her  cell phone)  Now, I know it seems a little silly, but could you give “thinking aloud” a try while  doing a Google search for the term “KCLS”?  (Test Administrator makes sure instructions are  understood and the participant knows how to “think aloud”, then proceeds).       Test Administrator:   So thinking aloud is what we’ll need you to do for the next 45 minutes while we conduct the  test.   Here’s a water bottle for you in case you get thirsty.  Do you have any questions before  we start the 4 web tasks?  Great.  Introduce Working with the Tasks  Test Administrator:  As I mentioned before, I am going to give you four tasks to perform on the KCLS Events web  page.  I will give you the tasks one­by­one.  Each task is types on 1 sheet of paper.  I will hand  you the paper, then I’d like you to read the task out loud to me.  After that, I’d like you to do 
  34. 34. the task on the KCLS site as best as you can.  Don’t forget to think aloud as you go through the  steps.  When you feel you are finished, please tell me, “I’m finished” and I’ll give you the next sheet of  paper with the next task.  And please remember—we’re not evaluating you, we’re evaluating  the KCLS Events web page.  Nothing you do is a mistake; it’s all information that helps us  make a better site.  Ready?  Then let’s begin.    Task # (from  Page  Task  Script/Questions  Objectives)  1  KCLS  Find all upcoming author  Now that you’ve found an author  Events  events.  event   Web Page  a. Was it hard or easy to sort  events?  b. Why?  2  KCLS  Find a story time event suitable  Now that you’ve found a story  Events  for a 5 year old child.  time event   Web Page  a. Did you encounter any  problems trying to do  this?  b. Why?  3  KCLS  Sign up for an author event.  Now that you’ve signed up for an  Events  author event   Web Page  a. Could you easily explain  to another patron how to  do what you just did?  b. Why or why not?  4  KCLS  Now that you’ve found a story  Now that you’ve registered for an  Events  time events and an author  event   Web Page  event, register for one of those  events.  a. Do you feel confident you  could easily change your  registration?  b. Do you think events  registration is hard or  easy to manage? 
  35. 35. Post Study Administrative Tasks  The last 15­20 minutes of the session will be spent getting participant feedback, asking them  to rate the ease of use for their tasks, and answering any questions the participant may have.   Compensation and Thank You  Participants will sign a confirmation of having completed the study.  Participants will be  given a thank you card from KCLS with a $75 gift card inside.   Results  Once we have gathered the data from the testing we will analyze how the users performed  the tasks we asked them to perform. At this point we will address each of our four  objectives. We will examine each user and identify any issues or difficulties that arisen due  to function of the website. We will compare each user's experience with each other in order  to determine whether or not the issue is a significant usability issue with the website  functions or if the issues are isolated to an individual user.  From this analysis we will prioritize the usability issues based on our objectives and decide  which issues are the most critical. We will then determine if more time or funds will be  needed to modify the site to meet our usability goals. We will present this information to  our client/stakeholders as well as present our proposal to correct the problem if possible  and to get agreement and approval to move forward with the proposed changes.