The objectives of the evaluation was to asses the usability of the
websites book borrowing process. The methodologies used to test
were a background survey gathering information about the New
York Public Library members and website users , interview questions
regarding the participants web usage and their familiarity
with the NYPL website, real-world tasks combined with a think
aloud protocol including finding and borrowing a digital book,
finding a physical book and borrowing it, finding the due date of a
book and finding out the hold state of a book, a LikertScale questioner
filled by the participants upon completion of a task and an
exit question asking what is the first thing they would change on
the website.
The main results were that participants had a difficulty finding out
the book format and reported difficulty in downloading ebooks.
Participants also struggled with finding out the location of the
branches in which to pick up or place holds for books.
Another area users found difficult was the filtering of search results
in which all the filter options were not noticed by the user and
took discovery time.
Participants also struggled in finding the my NYPL menu in which
the information regarding due dates and holds appeared but once
the menu was found most participants navigated it easily.
The recommendations are to assist users in discovering the my
NYPL menu by adding it to the area most participants searched
for it, in the personal account drop down menu at the top of the
page. It is also recommended to explore the visibility of the side
menus and filters as they appear in the search results page and the
my NYPL areas as well as further test the downloading process
of ebooks to assure that users can complete the process effectively
and efficiently.
2. BACKGROUND
In 2012, the New York
public library's website
had 32 million visits.
Gives access to the
library's catalogs and
on-line collections
Has information about
the library's events,
exhibitions, and classes
Library cardholders can
request books as well as
download e-books and
audibooks
6. PARTICIPANTS
Focusing on users that already have a library card
and are divided into two subgroups:
Individuals that have
used the NYPL website
to borrow books
Individuals that have not
used the NYPL website
to borrow books
7. WHAT TO TEST- TASKS
Users should be able to:
Find books they want to borrow
Discover new books
See if a book is available for borrowing
Place a hold for a book
Check the state of a hold or a borrowed book
10. BACKGROUND QUESTIONNAIRE
ETHNICITY
LANGUAGE
4 | english
3 | white/caucasian
2 | asian/pascific islander
2 | asian
black / african american
spanish
american indian / alaska native
other
native hawaiian / other pacific islander
1 | other
11. BACKGROUND QUESTIONNAIRE
HOUSEHOLD INCOME
2 | under $25,000
1 | between $25,000 to $60,000
2 | more than $60,000
EDUCATION
less than high school
high school
some college
2 year college degree (associate)
5 | 4 year college degree (BS,BA)
1 | masters degree
doctoral degree
professional degree (MD, JD)
12. BACKGROUND QUESTIONNAIRE
BOOKS READ (MONTHLY)
less than 1
3 | 1-2
2 | 3-4
1 | more than 4
LIBRARY VISITS (MONTHLY)
1 | less than 1
3 | 1-2
1 | 3-4
1 | more than 4
13. BACKGROUND QUESTIONNAIRE
HOW TO DECIDE WHAT TO READ
1 | bestseller rankings
2 | books that everyone is talking about
4 | direct recommendations from someone else
2 | new titles/recently released books
4 | other
17. TASK 1
Find a book (digital format) you recently
read or want to read and borrow it
4
1
success
partial
success
fail
18. TASK 1
Find a book (digital format) you recently
read or want to read and borrow it
2 experienced users
4 new users
4
1
success
1
partial
success
fail
19. TASK 1 LIKERTSCALE | EXPERIENCED USERS
Find a book (digital format) you recently
read or want to read and borrow it
2 experienced users
Strongly
disagree
Disagree
Neutral
Finding a book was easy
2
1
Finding the book format was easy
Finding the book availabilty was easy
Downloading the book to a device was easy
Agree
Strongly
agree
1
1
1
1
20. TASK 1 LIKERTSCALE | NEW USERS
Find a book (digital format) you recently
read or want to read and borrow it
4 new users
Strongly
disagree
Disagree
Neutral
Agree
Finding a book was easy
1
1
2
Finding the book format was easy
1
3
Finding the book availabilty was easy
1
1
Downloading the book to a device was easy
1
2
Strongly
agree
21. TASK 2
Find a book (physical format) that you haven't
heard of and interests you and borrow it
1 experienced user
0 new users
1
success
partial
success
fail
22. TASK 2 LIKERTSCALE | EXPERIENCED USERS
Find a book (physical format) that you haven't
heard of and interests you and borrow it
1 experienced users
Finding a book was easy
Strongly
disagree
Disagree
Neutral
Agree
1
Finding the book format was easy
1
Finding the book availabilty was easy
1
Finding where to pick up the book was easy
1
Strongly
agree
24. TASK 3
Find out when a book you borrowed is
due for return
2 experienced users
3 new users
4
1
success
partial
success
fail
25. TASK 3 LIKERTSCALE | EXPERIENCED USERS
Find out when a book you borrowed is
due for return
2 experienced users
Strongly
disagree
Disagree
Finding my borrowed books was easy
Finding the due date of the book was easy
Neutral
Agree
2
1
1
Strongly
agree
26. TASK 3 LIKERTSCALE | NEW USERS
Find out when a book you borrowed is
due for return
2 new users
Finding my borrowed books was easy
Finding the due date of the book was easy
Strongly
disagree
Disagree
1
Neutral
Agree
Strongly
agree
1
1
1
27. TASK 4
Find out how long you need to wait for
a book on hold
2 experienced users
2 new users
3
1
success
partial
success
fail
28. TASK 4 LIKERTSCALE | EXPERIENCED USERS
Find out how long you need to wait for
a book on hold
2 experienced users
Strongly
disagree
Disagree
Neutral
Finding my book on hold was easy
Finding how many people are before me in
line was easy
Agree
2
1
1
Strongly
agree
29. TASK 4 LIKERTSCALE | NEW USERS
Find out how long you need to wait for
a book on hold
1 new users
Finding my book on hold was easy
Finding how many people are before me in
line was easy
Strongly
disagree
Disagree
Neutral
1
1
Agree
Strongly
agree
30. CLOSING QUESTIONS
If you were the developer of the website
what is the first thing you would change?