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Advocating for Usability:
When, Why, and How to Improve User Experiences
Daniel Pshock & Sarah Arnold
UNC Chapel Hill Libr...
Overview
• Why User Experience Matters
• Usability Methods & Tools You Can Use
• Be an Advocate
• Resources/Further Reading
Why user experience matters
User experience
encompasses who
users are and what they
need
Usability focuses on
how they int...
Usability Methods & Tools You Can Use
Surveys
• Qualtrics
• SurveyMonkey
• System Usability Scale (SUS)
Interviews
Usabili...
Surveys
When to use surveys
Surveys are useful
during new initiatives
or when you want to
gauge user opinion
or understanding
Sample survey questions
● “Why did you come here today?”
● “What are your overall thoughts?”
● “What do you find frustrati...
Survey services
Survey resource: System Usability Scale (SUS)
10 Likert scale 1-5 questions about the system you are evaluating:
I think t...
SUS results example from recent survey
Why surveys?
Surveys are all about
getting into your
user’s mind; what do
they think? What’s
important to them?
Interviews
When to interview
Interviews are the next
step after surveys when
you need more
information from your
users
How to conduct an interview
• Reach out to users
• Follow a script with basic questions
• Be prepared to go down the rabbi...
What to ask
• Open-ended questions
o Simple vs. complex
o Structured vs.
Unstructured
• Multiple choice questions
Why interview?
Interviews help you
dig deeper into
understanding users
& why they do what
they do
Usability testing
Usability testing
Aka “think-aloud,” this
evaluation method
involves observing
users directly as they
complete specific
ta...
Usability testing - What to measure
So, what are you
thinking?
Well...
● Success / failure
● Completion time
● Paths
● Com...
Important note:
Make sure to check
with IRB at your
organization
A simple usability test example
“You want to check out a copy of The Sound and the Fury by
William Faulkner. Show me how y...
When to usability test
Evaluation of the product is
part of an ongoing cycle
of designing, building, &
evaluating
Usabilit...
Tools for usability testing
Recording
● Camtasia / Morae
● Screencast-O-Matic (Free, PC)
● QuickTime (Free, Mac)
Guides & ...
Why usability test?
Put simply, users are
unlikely to use your design
exactly how you thought
they would.
Evaluating your ...
Be an advocate
Library user advocacy
UX librarians serve, satisfy, & advocate for the needs of library users &
patrons – they are the bot...
Be an advocate
Gauge understanding Dig deeper Evaluate your designs
Communicate what you find!
Do not keep your findings to
yourself; share them with all
levels of your organization
● Blogs
...
Components of library UX
Building Web Systems
Questions?
For resources on user experience and usability, visit
libux.web.unc.edu/resources
Daniel Pshock
User Experience...
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Advocating for Usability: When, Why, and How to Improve User Experiences

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Advocating for Usability: When, Why, and How to Improve User Experiences

  1. 1. Advocating for Usability: When, Why, and How to Improve User Experiences Daniel Pshock & Sarah Arnold UNC Chapel Hill Libraries
  2. 2. Overview • Why User Experience Matters • Usability Methods & Tools You Can Use • Be an Advocate • Resources/Further Reading
  3. 3. Why user experience matters User experience encompasses who users are and what they need Usability focuses on how they interact
  4. 4. Usability Methods & Tools You Can Use Surveys • Qualtrics • SurveyMonkey • System Usability Scale (SUS) Interviews Usability Testing • Camtasia/Morae • QuickTime
  5. 5. Surveys
  6. 6. When to use surveys Surveys are useful during new initiatives or when you want to gauge user opinion or understanding
  7. 7. Sample survey questions ● “Why did you come here today?” ● “What are your overall thoughts?” ● “What do you find frustrating?” Don’t forget to capture demographics!
  8. 8. Survey services
  9. 9. Survey resource: System Usability Scale (SUS) 10 Likert scale 1-5 questions about the system you are evaluating: I think that I would like to use this system frequently. I found the system unnecessarily complex. I thought the system was easy to use. I think that I would need the support of a technical person to be able to use this system. I found the various functions in this system were well integrated. I thought there was too much inconsistency in this system. I would imagine that most people would learn to use this system very quickly. I found the system very cumbersome to use. I felt very confident using the system. I needed to learn a lot of things before I could get going with this system.
  10. 10. SUS results example from recent survey
  11. 11. Why surveys? Surveys are all about getting into your user’s mind; what do they think? What’s important to them?
  12. 12. Interviews
  13. 13. When to interview Interviews are the next step after surveys when you need more information from your users
  14. 14. How to conduct an interview • Reach out to users • Follow a script with basic questions • Be prepared to go down the rabbit hole • Take a buddy • Meet the user in their environment
  15. 15. What to ask • Open-ended questions o Simple vs. complex o Structured vs. Unstructured • Multiple choice questions
  16. 16. Why interview? Interviews help you dig deeper into understanding users & why they do what they do
  17. 17. Usability testing
  18. 18. Usability testing Aka “think-aloud,” this evaluation method involves observing users directly as they complete specific tasks So, what are you thinking? Well...
  19. 19. Usability testing - What to measure So, what are you thinking? Well... ● Success / failure ● Completion time ● Paths ● Comments Are users able to complete the task effectively, efficiently, & satisfactorily?
  20. 20. Important note: Make sure to check with IRB at your organization
  21. 21. A simple usability test example “You want to check out a copy of The Sound and the Fury by William Faulkner. Show me how you would do this” All you need is 5 participants1 & a notebook* *(recording software doesn’t hurt)1www.nngroup.com/articles/why-you-only-need-to-test-with-5-users/
  22. 22. When to usability test Evaluation of the product is part of an ongoing cycle of designing, building, & evaluating Usability tests can be done to know how real users interact with a design 1-2 tests / yearly quarter is healthy
  23. 23. Tools for usability testing Recording ● Camtasia / Morae ● Screencast-O-Matic (Free, PC) ● QuickTime (Free, Mac) Guides & resources ● Usability.gov ● Steve Krug
  24. 24. Why usability test? Put simply, users are unlikely to use your design exactly how you thought they would. Evaluating your design allows for iterating & improving on it
  25. 25. Be an advocate
  26. 26. Library user advocacy UX librarians serve, satisfy, & advocate for the needs of library users & patrons – they are the bottom line
  27. 27. Be an advocate Gauge understanding Dig deeper Evaluate your designs
  28. 28. Communicate what you find! Do not keep your findings to yourself; share them with all levels of your organization ● Blogs ● Newsletters ● Internal presentations
  29. 29. Components of library UX Building Web Systems
  30. 30. Questions? For resources on user experience and usability, visit libux.web.unc.edu/resources Daniel Pshock User Experience research assistant danpsho@gmail.com Sarah Arnold Instructional Technology Librarian, User Experience sjarnold@email.unc.edu

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