Download to read offline
![Search for book in CSN library catlaog
Navigate Into ILL
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Search entire catalog
Request send to ILL
Office
Check Location
Get book from
shelf
Get location
(Call #)
Complete book
request form
[at another
CSN library][at home library]
Submit hold
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Click Request
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Request sent to
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ILL locates copy of
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![LibraryCatalogILLSystemPatron
Submit Request in
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Search combined
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Submit Request in
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Process Request
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![Search for book in CSN library catlaog
Navigate Into ILL
System
[no result][result]
Search entire catalog
Request send to ILL
Office
Check Location
Get book from
shelf
Get location
(Call #)
Complete book
request form
[at another
CSN library][at home library]
Submit hold
request
Click Request
Button
Request sent to
holding library
[no result][result]
ILL locates copy of
the book](https://image.slidesharecdn.com/journeypresentation-151111151331-lva1-app6892/75/The-Journey-Using-System-Analysis-to-Improve-UX-17-2048.jpg)
![LibraryCatalogILLSystemPatron
Submit Request in
ILL System
Search combined
collection
Submit Request in
Library Catalog
Process Request
Process Request
[result]
[no result]
Failed to find book in
CSN library catalog](https://image.slidesharecdn.com/journeypresentation-151111151331-lva1-app6892/75/The-Journey-Using-System-Analysis-to-Improve-UX-18-2048.jpg)
![LibraryCatalogILLSystemPatron
Submit Request in
ILL System
Search combined
collection
Submit Request in
Library Catalog
Process Request
Process Request
[result]
[no result]
Failed to find book in
CSN library catalog](https://image.slidesharecdn.com/journeypresentation-151111151331-lva1-app6892/75/The-Journey-Using-System-Analysis-to-Improve-UX-20-2048.jpg)
![LibraryCatalogILLSystemPatron
Submit Request in
ILL System
Search combined
catalog
Receive Request Submit Request in
Catalog
Process Request
Process Request
[result]
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Failed to find book in
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![Measuring What Matters: A UX Approach to Metrics :: UX Days Tokyo [April 2015]](https://cdn.slidesharecdn.com/ss_thumbnails/uxdayswkshopmeasurewhatmatters2015-04-19slideshare-150423114153-conversion-gate01-thumbnail.jpg?width=640&height=640&fit=bounds)
The Journey: Using System Analysis to Improve UX
- 1. Emily King Digital ServicesLibrarian College of Southern Nevada Images Courtesy of College of Southern Nevada and ShutterStock
- 3.
- 4. Give me mybooks & articles!
- 12.
- 13. Action Start and end Decisionor Merge Control flow Fork or Join
- 14. Search for bookin CSN library catlaog Navigate Into ILL System [no result][result] Search entire catalog Request send to ILL Office Check Location Get book from shelf Get location (Call #) Complete book request form [at another CSN library][at home library] Submit hold request Click Request Button Request sent to holding library [no result][result] ILL locates copy of the book
- 15.
- 16. LibraryCatalogILLSystemPatron Submit Request in ILLSystem Search combined collection Submit Request in Library Catalog Process Request Process Request [result] [no result] Failed to find book in CSN library catalog
- 17. Search for bookin CSN library catlaog Navigate Into ILL System [no result][result] Search entire catalog Request send to ILL Office Check Location Get book from shelf Get location (Call #) Complete book request form [at another CSN library][at home library] Submit hold request Click Request Button Request sent to holding library [no result][result] ILL locates copy of the book
- 18. LibraryCatalogILLSystemPatron Submit Request in ILLSystem Search combined collection Submit Request in Library Catalog Process Request Process Request [result] [no result] Failed to find book in CSN library catalog
- 20. LibraryCatalogILLSystemPatron Submit Request in ILLSystem Search combined collection Submit Request in Library Catalog Process Request Process Request [result] [no result] Failed to find book in CSN library catalog
- 21. LibraryCatalogILLSystemPatron Submit Request in ILLSystem Search combined catalog Receive Request Submit Request in Catalog Process Request Process Request [result] [no result] Failed to find book in CSN library catalog
Editor's Notes
- #2 Thanks for coming today. As promised this presentation will discuss how to use system analysis techniques to improve user experience.
- #4 Before I get into my presentation I want to talk briefly about what system analysis is. Problem Solving Technique that decomposes a system into its component pieces for the purpose of the studying how well those component parts work and interact to accomplish their purpose Usually this in the context of a electronic or computer system, BUT … a system isn’t just for computers and even computer systems usually have a human compentent. This is what I will be talking about today … looking at system analysis to map the user’s journey
- #5 For this presentation, I am going to take you
- #7 So here is the beautiful campus of the College of Southern Nevada Ok Just Kidding … but we are located in Las Vegas and the resort and casino industry does have a large influence on our student population
- #8 Here is a picture of our actual campus We are predominantly a community college with 33,000 students We serve the Las Vegas valley Only CC in Southern Nevada 3 main campuses, an online campus and “Tech centers” spread across the Las Vegas Metro area. Students of all ages from high school to senior citizens coming back to school in their retirement We also have students a range of needs, Some just need additional training, some are completing a BS, some need a general AS to transfer to a traditional four year institution Many of our students have full time jobs, 75% are part time, 14,000 of our students are online only Only consistency with our students that we can count on is the usually don’t have experience with higher education before they come to us or they have failed at higher education somewhere else and we are their What is means is most of our users either never used an academic library or have never used any type library and the concept of the library The reason I am giving you all this information our user design of our library has to be focused on making the library an easy place for our students to come. We have a very wide variety of students from people working in nursing students presuming a Bachelor of Science in Nursing to 2nd largest campus with around 14,000 students is our online campus. We have a library on each of our face-to-face campus with about 860,000 coming through the door. In our online library we have about 1.2 million visits a year. So by far our online library is the most visited library at CSN.
- #9 For those of you that don’t work in library most of the time our patrons need books they are going to find it in the library catalog. IN our library catalog, which is a hosted product we use called Millennium. We have everything we own, all our patrons, all our locations, , InterLibrary Loan for anything we didn’t own.
- #10 In Spring of this year we made a big upgrade to our interlibrary loan service. Prior to this change, if a student wanted to get a book through our interlibrary loan service students and staff would complete a form and our ILL staff would go search through the available libraries where we might be able to borrow the item from. The benefit of this system is it was pretty high touch and if something ended up in ILL that shouldn’t be there, the staff could easily put the request the correct location. The downside of this system was that it was really high touch and completely separated from our search system. Once patrons submitted the form they had way tracking. As we have seen our college research needs grow, this system was not sustainable anymore. We moved to ILLaid which is a system where patrons can request materials and for electronic materials, they are automatically delivered to patrons. In addition, the access points for the search would be embedded in the search results. As soon as we brought up the system we knew we were going to see a big increase in traffic to this service and we needed to rebrand this service so patrons knew when to use it. On the face of it is easy to brand.
- #11 On face value it is easy to describe the service, when you can’t find the book you want in the library, you request it through into library loan. But that isn’t quite the case, first the student has to know that the other campus libraries are part of the library. Then they have to know that UNLV and Nevada State, the other two academic institutions in the Las Vegas Valley Both of the systems that we were working with are completely separate, but they had very similar functional. They have separate user databases, separate processes, and little ability to customize. After several meetings pulling out our hair trying to figure out how to let our users know when to use one service and when to use the other we realized that changing the interface alone wasn’t going to work. So we took a step back … and looked at the whole system.
- #12 I had taken system analysis during my MSLS and I dusted off my old book to look at how we could diagram what was going on with the entire system with books. Two modeling types in UML stood out as good candidates for what we were trying to do. UML or Unified Modeling Language is a visual language for capturing software design and system design Mainly for software, but one piece of it, Activity Diagrams is perfect for modeling human and computer hybrid systems that you need for system a.
- #13 What is an activity diagram – the actions taken to complete an activity and the flow of control through those actions from start to finish. You an think of this as a flow chart with very specific rules.
- #14 Activity diagrams have lots of notiations that you can take advantage of for diagrams, but the ones that were important to us were: Actions – a step in the activity that you are breaking down. For example logging in. The level of detail depends on your needs for the diagram,
- #16 What is a sequence and communication diagram
- #17 The sequence and communication diagram
- #19 The sequence and communication diagram
- #20 Once you have these diagrams, you can point to specific breakdowns
- #21 The sequence and communication diagram
- #22 The sequence and communication diagram
- #23 As a result of this process we Home delivery for distance students We customized what “request” button would appear based on the best system for the user to use