- two usability consultants + Toronto Public Library "User Experience Project Manager"
- huge system with huge resources, but, the ideas can be scaled down and used anywhere by the rest of us!
- types of user involvement: ongoing / periodic / one off
- this session was FAB for me, as I'm doing a big web site usability project this year...good timing
- provide multiple ways for the peeps to be involved...phone / face-to-face / online + multiple research methods: interview / survey / town-halls / focus groups / usability testing / contextual inquiry...different levels of commitment / effort / anonymity
- tools: 2.0 sites to engage users...ongoing dialogue + 1.o tools like surveys, polls, live chat, forums
- capture unsolicited comments (ie. at the desk)...collect and study
- Why involve users?...work WITH them...build understanding
- make your results available widely within your organization
- start / continue / deepen converstaions with users
- pull together ALL info you have from users...customer comments, survey results, informal (from staff) etc.
- usability goals: need to decide goal...ie. is it to have 100% use with no help?...need a goal in order to evaluate success
- determine REAL requirements of users...what they say vs. what they do...tricky
- also consider industry standards and guidelines, including accessibility / best practices
- "ethnographic research"...user-shadowing...watching how they use the site
- consider using "personas" to profile typical users + usage scenarios...need to update / keep current as well
- S.M.A.R.T. objectives: Specific / Measurable / Achievable / Realistic / Time-sensitive
- new Toronto PL web site to come soon (competing priority with new ILS and Fed. Search)
- "always in beta"...quest for the Holy Grail...which keeps moving...
Thursday, January 31, 2008
Session 316: How and Why to Bring End Users Into The Service and Web Design Process
Posted by Library Detective at 6:45 PM