Historical philosophical, theoretical, and legal foundations of special and i...
Listen observe ux_dls
1. Listen To What You Cannot
Hear, Observe What You Cannot
See:
Evidence-Based Methods for Evaluating and
Enhancing UX in Distance Library Services
Christine Tobias
User Experience Librarian
Michigan State University Libraries
16th Distance Library Services Conference
April 24, 2014
3. Distance Learning Library
Services: A Definition
Library services in support of
college, university, or other post-
secondary course and programs
offered away from a main campus,
or in the absence of a traditional
campus, and regardless of where
credit is given.
Source: Association of College & Research Libraries (ACRL) Standards for Distance Learning Library Services
4. Access Entitlement Principle
“Academic libraries
must, therefore, meet the
information and research
needs of all these
constituents, wherever they
may be.”
Source: Association of College & Research Libraries (ACRL) Standards for Distance Learning Library Services,
5. Distance Learning Trends @
MSU
0
100000
200000
300000
400000
500000
600000
On Campus
Off Campus
Online
University Credits Offered by Delivery Method – Fall Semester
(2004-2013)
Source: Office of the Registrar, Michigan State University
6. Distance Learning Trends @
MSU
0
20,000
40,000
60,000
80,000
100,000
120,000
140,000
160,000
180,000
200,000
On Campus
Off Campus
Online
University Enrollment by Delivery Method – Fall Semesters
(2004-2013)
Source: Office of the Registrar, Michigan State University
7. Distance Learning Trends @
MSU:
A Closer Look
0
2000
4000
6000
8000
10000
12000
14000
16000
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013
Online
Off Campus
University Enrollment by Delivery Method – Fall Semesters
(Distance Learning, 2004-2013)
Source: Office of the Registrar, Michigan State University
8. Blurred Lines…Who Are
Distance Learners…really?
Ubiquitous online access to library
resources
No distinction between online users on
campus or in distance learning
Location of online students irrelevant
Online students function as distance
learners regardless of location
Librarians serve similar roles and
responsibilities to online users and
distance learners
9. Distance Learners…in the
traditional on-campus
classroom!?!?
Photo Credit: http://honorscollege.msu.edu/sites/default/files/content/Student%20Linguistics%20Lab.jpg
12. Need for Assessment in DLS
“The librarian-administrator assesses the
existing library support for distance learning, its
availability, appropriateness, and
effectiveness, using
qualitative, quantitative, and outcomes
measurement devices as well as a written
profile of needs.”
Assesses and articulates both the electronic and
traditional library resource needs of the distance
learning community;
Conducts reviews of specific library and
information service areas or operations which
support distance learning services;
Participates in continuous institutional assessment
and effectiveness programs and processes.Source: Association of College & Research Libraries (ACRL) Standards for Distance Learning Library
Services,
13. Listen…Observe…
There’s lots of data out there!
Photo Credit: http://m7.i.pbase.com/o4/30/681730/1/63514037.5HZa23Zp.050605022BosseCarlssonw.jpg
14. UX @ MSU Libraries
2 User Experience
Librarians
User Experience Work
Group
Collaborate across
units to build a culture
of assessment
throughout library
Evaluate service
points, operations, pro
cesses, and work
flows for
planning, design, and
user-centric
improvement
Photo Credit: http://blog.zenoss.com/wp-content/uploads/2012/02/The-End-of-Silod-Monitoring-Silo-Collapse.jpg
We’re breaking down silos!
15. Usage Analytics: LibGuides
Guide Title Views
How to Cite Data 5846
Finding Faculty Salary Information 3902
Native American Studies Research Guide 3602
African American Studies Research Guide 2895
Electronic Medical Books 2100
NSC 495-Researching your topic in Human Biology 1425
Business Electronic Resources 1254
Citing Business Databases in APA Style 1245
Detailed Land and Property Information in Michigan 1239
Criminal Justice Resources 1238
LibGuides: Top 10 Guides by View (March 2014)
16. Usage Analytics: Google
Analytics
Google Analytics: LibGuides (External) - Top 10 Page Views (March
2014)
Unique Pageviews: Number of visits during which the specified page was viewed at
least once.
Bounce Rate: Percentage of visits in which the visitor enters and exits without
interacting with the rest of the site.
Exit Rate: Indicates how often visitors exit from the page when they view that page.
17. Stalk…and Embed:
Or, integrate LibGuides with D2L
• Library Resources widget appears on home page of every course in D2L;
• Use API tagging in LibGuides to integrate Course Guides and Getting
Started Guides into Desire2Learn;
• Integration happens automatically; no intervention from librarian needed!
18. Why Integrate LibGuides in D2L?
Promote
awareness of
library resources
Increase usage of
Course Guides and
Getting Started
Guides
Seamless, automat
ic
Embed librarians
20. Measuring Service Process in
VR
What is service process?
◦ HOW and WHY is VR used? (Service
perspective)
How can it be measured?
◦ Quantitative: Stats and Numbers
◦ Content of VR transcripts
What can be measured?
◦ Traffic Patterns: How often and which service?
◦ Staffing Patterns: Who’s answering the question?
◦ Access Points: Where are users accessing the
service?
◦ Question Types: What types of questions are
asked?
21. • Which types of questions are asked in VR?
• Is VR a valid research service point?
• Customized Descriptive Codes
• Derived using Grounded Theory Model
• Created in QuestionPoint (VR software)
• MSU patrons only
• Up to 3 codes assigned to each
question
• Based on initial question(s) asked at
point of service entry.
• Only one “coder” to maintain
consistency
Service Process
Measurement Plan
24. Trends in Top Ten Assigned Customized Descriptive Codes:
2011 - 2013
0
200
400
600
800
2011-2012
2012-2013
25. Listen…Observe…
A Mixed Methods Approach
• Why is VR service used?
• What types of questions are
asked?
• Validate use of VR as distance
learning service point
Service
Process
(Quantitative)
• Why/Where are users
frustrated, confused, lost?
• Observe and understand
information-seeking behaviors
Pain Points
(Qualitative)
26. Pain Points in Distance
Learning
What are pain points?
Expressions of
frustration, irritation, conf
usion when using
library’s website and
online resources
How can pain points
be identified?
Virtual reference
transcripts
Telephone transaction
logs
Email correspondence
27. “I’m not finding info very quickly”
(Librarian)
“I can’t figure out….I’ve been
fiddling around with the website
for a while….”
“…don’t know how to get there
from here.” [access to database]
Excerpts = Evidence of Pain Points
28. Transaction Logs: More
Evidence
Book Delivery: Distance Learner
Book Chapter: Distance Learner/Study Abroad
Photo credit: Amy Blair, Distance Library Services, MSU Libraries
29. And More Evidence…
Link Resolver: Find Text @MSU
Google Scholar: MSU Access
Photo credit: Amy Blair, Distance Library Services, MSU Libraries
30. Ease the Pain…Enhance UX
What does the evidence show?
• Is transparency in presentation of resources
lacking?
• Are users not understanding the functionality of
tools?
• Is relevant, pertinent information buried?
• Are services being used according to
expectations?
• Are there gaps between users’
information/research needs and the availability
of resources and services?
• Where can/should improvements be made?Listen…Observe…Evaluate…Enhance
31. Your Turn…
What evidence do you think you will find if
you listen and observe at your library?
How can you improve the user experience
in distance library services based on this
evidence?
Photo Credit:
http://m7.i.pbase.com/o4/30/681730/1/63514037.5HZa23Zp.050605022BosseCarlssonw.jpg
