New Design Philosophy Leads to New Home Page for Western Libraries

Issue 39, Winter 2008

by Jon Dillon, Web Developer, Western Libraries

Western Libraries unveiled a new home page just prior to fall quarter 2007, after many months of user research and usability testing.

Key improvements to the site include

• Quick Search for Articles, Books and More, Journal Titles, and Course Reserves
• Improved access to My Library Record for renewals, Summit requests, and favorite searches
• Improved access to Interlibrary Loan (ILLiad) accounts
• Accessibility improvements
• Easier access to key library information and services
• Less library jargon and more user specific "trigger words" as links

This redesign project represents a major shift in the way web pages are created in the library. Instead of making decisions based exclusively on what the library staff thought users wanted, we incorporated the concepts of User-Centered Design, asking users for direct feedback and observing them completing predefined tasks during usability tests.

The Usability/Design Team (UDT) conducted student surveys, personal interviews and usability tests in a Usability Lab which featured software for recording, observing, analyzing, and presenting usability test data. In addition, the UDT performed site evaluations and examined web server logs to determine use patterns and keywords used to search the library web site.

Priority was placed on determining the essential goals of the most common users of the site and to determine where the web site failed to meet their needs. Four types of users were identified: new students, transfer/upper division students, faculty members, and community members, and sample "personas" were created for each type. Each persona was defined by attributes such as research experience and technical skills, and included detailed information about specific goals pertaining to use of the library. The personas helped the UDT to focus on the site visitor, avoiding the pitfalls of a library-centric perspective. The design team also used evaluations provided by library staff, especially those who worked daily with users.

Three rounds of usability testing were conducted, including paper prototype, low-fidelity web prototypes and fully functional high-fidelity prototypes. Tasks were created based on the most important goals of our users. Usability metrics included successful completion criteria, time on task, and satisfaction level. These metrics were used throughout the entire process to help determine the most successful designs.

Ten students were observed during each round for a total of 30 usability tests. Participants were recruited from the library web site and by targeted emails sent through BullsEye. A drawing for an iPod shuffle served as an incentive for volunteers, and increased their commitment to follow through on the tests.

The iterative processes of testing prompted ongoing changes until functional prototypes worthy of in-depth testing were created. Eventually, different elements from each of the versions were implemented in the final product.

Western Libraries will continue to improve its web site by involving users in the development cycle. If you have any questions about this project, the UDT, or if you would like to provide feedback about the library web site, please contact Jon Dillon at 650-4959, email Jon.Dillon@wwu.edu.

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