UX Research - the Teesside Story

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Presentation by Jackie Oliver and Julie Archibald at the Northern Collaboration User Experience (UX) Learning Exchange held at the University of Huddersfield on 17 March 2017

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  • Introductions
    We are from Teesside University Library
    Jackie Oliver – Library Customer Services Manager
    Julie Archibald – Services Support Librarian
  • Jackie – overview of presentation:
    Brief background to the University to set the scene
    Brief overview of the library, now part of a new and exciting department, Student and Library Services – putting the student at the heart of everything we do
    We will look at the various UX tools we have used at Teesside and share our experience of them with you:
    Photo elicitation – photo studies
    Behavioural mapping
    Observation studies
    Photo competition
    Cognitive mapping which allowed us to look at the top 3 things students need / want
    Feedback board
    Summary and questions
  • Jackie – background to Teesside University
    Modern University from 1992
    Awarded a number of high profile awards
    VC in post since summer 2015 – lots of change and developments
    New Mission part of Teesside 2020
    6 academic schools:
    Science and Engineering
    Design, culture and the arts
    Health and social care
    Social Sciences and Law
    Business School
    Central support services / professional services review
  • Jackie
    As part of the review of professional services across the University, the Library was merged with Student Services.
    This led to the formation of Student and Library Services from 1.3.17 – bringing together support for students under a single umbrella and putting students at the heart of everything we do
    Development of a student hub in progress / one stop shop for all student support – looking at a new build on campus to bring these services together
    We have always been interested in what our students think of our services and the Library has been using a range of UX tools for a number of years now. And it has been heartening to know from attending Andy’s course previously that we had already been using some of the tools in the UX toolkit without realising it!
    We’re particularly interested in “Behavioural Research” and the use of visual ethnography that can tell us what students are really experiencing which will come out as we tell our story
  • Jackie
    As part of our planning for the design phase of our floor 1 refurbishment, we tried our hand at some visual ethnographic research in the form of Photo Elicitation (photo studies)
    This was part of some research conducted by our library colleagues Fran Porritt and Denise Turner, part of our Learning & Research Support team within the Library
    Students were asked for preferred and an alternative photo – I have the photos that students submitted to us with us if anyone is interested in seeing that detail
    Really allowed us to see what kinds of space and environment students liked and didn’t like
    This was fed into the design of the 1st floor and the postgraduate space and will be considered for the forthcoming phases due this summer – we’re at the design phase now
  • Jackie
    Once floor 1 was completed, we wanted to carry out a full evaluation to ensure that we had got it right and to understand anything that didn’t work so we could put it right
    So we tried some behavioural mapping – this was about observing how students are using the furniture on the newly designed floor 1 – designed for collaborative learning, does include some individual spaces. So interesting to see how students are really using the space and the furniture. The furniture was specially selected to be as flexible as possible to allow students the creativity to learn in spaces they have created themselves to some extent
    Used photographs to capture “desire lines” to really understand how students are using furniture – it is quite bizarre!
    Cube area – re-visit operator chairs instead of cubes, grouping around an individual PC as a group
    This is still in progress and will feed into the design of spaces on floors 2 and 3 in our next refurbishment phase in summer 2017.
  • Jackie
    As part of a wider evaluation of floor 1 and how it is being used by students as part of their learning process,
    This also complimented the wider evaluation work done on floor 1 done by senior library colleagues in collaboration with the SU, Principal lecturer in L&T and an academic and students from the School of Design, Culture & the Arts
    First impressions data – survey conducted by our SU colleagues through post-it notes (graffiti board) done alongside the feedback done by library staff which we’ll touch on later
    Headcounts – pure quantitative data – who was where, when and doing what plotted onto a floor diagram
    Observation study – done by students to see how different spaces on floor 1 were being used
    Learning logs – narrative accounts done by volunteer students. A reflective narrative on how they had used learning spaces during the nominated study week
    Report which I have with me if anyone is interested in the detail.
    Hand over to Julie
  • Julie
    After the newly refurbished floor 1 was opened we wanted to find out which areas the students liked generally and where they really loved to study on floor 1.
    So we ran a photo competition asking students to share their favourite learning spaces with the chance to win prizes. We offered prizes of Amazon vouchers for the winners, £50 for first prize and two prizes of £25 for the runners up.
    To enter the competition we asked them to ‘Take a great photo, Share it on Instagram and tag it with #teesunilib’ – we used our social media channels to encourage students to share what they liked in a visual and creative way and we advertised it across campus
  • Julie
    The photos submitted by students were really creative – showing ranges of furniture, lighting and how they are actually using the spaces
    The winning photo chosen by the project team is the first image shown. As part of the initial evaluation of floor 1 we wanted to engage with students and encourage them to share what they liked about the floor, where they liked to study and hopefully demonstrate how they were using it to support their learning.
    In the case of this student on the right - its obviously helping him chill out!
  • Julie
    As well as the refurbishment, we were also planning a new library website.
    During the NC conference in September 2015, Sheffield Hallam University talked about user experience in libraries and the use of cognitive mapping.
    It looked like an interesting tool that might be helpful as a way of capturing what students found useful on our existing website that we could then incorporate into planning a newly designed website.
    Method - We asked a small group of students to draw the current library website homepage on a piece of paper, using a red, then a black and then a blue pen - allocating a minute to use each pen. We hoped that this would show the elements of the website which they remembered, possibly meaning this was a part they used or found useful and that we needed to keep.
    Looked for patterns in what they had drawn, the idea being that what they had drawn first was the most important to them.
    We found that the search box, logo, the news blog and libguides featured in most drawings, the other areas varied and some of the items drawn did not exist at all – in later discussions we found this was what they wanted to see!
  • Julie
    We also asked a group of students to tell us the top 3 things they would like to see on the new Library website homepage.
    The top 3 items varied, we discovered that the students did not spend long on the homepage and expected it to quickly link them to the area they wanted.
    The catalogue, search links and opening hours proved to be the most popular three links required
  • Julie
    We found that the most popular way of engaging with customers to gain feedback was via the graffiti board, which we called Feedback Boards.
    During the QOTW campaign in 2015 we used the boards to gain views on the library refurbishment and the creation of the new library website.
    For example asking “if you had a magic wand, what would you change about the library?” and “what would you like to see on your new library website?” This fed into the design of the look and feel, complimenting the cognitive mapping exercise.
    After the Floor 1 refurbishment we resumed the question of the week model, this time asking questions about the newly refurbished floor, for example ‘ What do you like most about floor 1’? And
    As you can see, we got some excellent responses.
  • Julie
    To gain further feedback on the floor 1 refurbishment we also asked the same questions via social media, a survey kiosk and we used the University staff online magazine.
    We collated the data in survey monkey. We were able to track where the feedback had come from by using different URLs for different sources - a large proportion of the feedback came via the graffiti boards, proving its use as a UX tool.
    Survey monkey is useful as it helps analyse the results, for example by providing text analysis as shown on the slide.
  • Julie
    We are currently asking students and staff for their thoughts on the ideas and concepts shown on mood boards displayed within the library for the next phases of the Library’s refurbishment, which will see floors 2 and 3 refurbished during 2017.
    We are promoting the opportunity to feedback on the boards via the library website news, social media channels and campus wide TV network. Feedback is coming in via the graffiti boards which we capture on a daily basis which will be fed directly into the final design phase which is happening right now.
    Refer to tweet reply - Customer Services Group UK
  • Jackie – overview of presentation:
    We feel that our story is a good story to tell and that we genuinely are interested in what our students think and what their experience is really like
    Set the scene for Teesside University Library and shared with you the range of different UX tools for different purposes with excellent outcomes.
    We can take questions or have table discussion
    Contact details on our final slide
  • Jackie
    If anyone is interested to come and look at our recently refurbished library spaces you are very welcome – we have included our contact details here and would be happy to arrange a visit
    You can follow us via our various social media channels which we have also included on the screen.
    Thank you for listening!
  • UX Research - the Teesside Story

    1. 1. UX Research – the Teesside Story Northern Collaboration Learning Exchange March 2017
    2. 2. Presentation Outline • Context • UX research – the Teesside story • Summary and questions UX Tools Photo elicitation Behavioural mapping Visual ethnography – photo comp Cognitive mapping Feedback board Observation Studies Learning log
    3. 3. Teesside University •1930 Constantine College •1970 Teesside Polytechnic •1992 University of Teesside •2009 Teesside University •21, 000 students (14,000 FTE) •2,300 staff •Times Higher Education University of the Year 2010 •Investors in People Gold (2012, 2014) •Queens Anniversary Prize 2013-15 •Mission: Teesside University generates and applies knowledge that contributes to the economic, social and cultural success of students, partners and the communities we serve. Through education enriched by research, innovation, and engagement with business and the professions, we transform lives and economies
    4. 4. Student and Library Services
    5. 5. Photo Elicitation • Ideal place to work on a group assignment • Ideal place to do an individual assignment • Ideal place to go and ask for help / support • Ideal place to meet a tutor / have a tutorial • Place on campus you avoid • Place in the library you avoid • One tool or technology you can’t live without • Tools or technology you use for writing an assignment • Computer you like to use in the library • Computer you like to use elsewhere
    6. 6. Behavioural Mapping
    7. 7. Evaluation of Floor 1 Library Space • First impressions data • Headcounts • Non-participant observation • Learning logs
    8. 8. Photo Competition
    9. 9. Photo Competition
    10. 10. Cognitive Mapping http://lis.tees.ac.uk
    11. 11. Top 3 things What are the top 3 things you would want/expect to see on the new Library website? http://lis.tees.ac.uk Catalogue Quick search for books/journals Opening times Group space bookings Renew books Services available/Library services Search filters Reserve books Cite them right Order new books Subject specific journals Libguides pay fines Library news
    12. 12. Feedback Board
    13. 13. Other Research Tools Used
    14. 14. What next?
    15. 15. Summary • Context • UX research – the Teesside story • Sum up and questions UX Tools Photo elicitation Behavioural mapping Visual ethnography – photo comp Cognitive mapping Feedback board Observation Studies Learning log
    16. 16. Contact Details • Contact details: – Julie Archibald (Service Support Librarian) J.Archibald@tees.ac.uk – Jackie Oliver (Customer Services Manager) J.Oliver@tees.ac.uk • Social media