UX Symposium

3. Iain Lowe
Product & Design - Bibliocommons
iain@bibliocommons.com
@biblioiain

6. UX Research leads to
Richer Websites

7. Well, Duh!

8. 1995

9. 2011

10. Why Research?

11. Assumption = Risk

12. Designing for screens
• Remove clutter, make space, let it breathe
• Optimize for context and need – just in time controls and content
• Let the computer do the work – date formatting
• Represent contemporary digital design
Designing for interaction
• Layered complexity – a click isn’t so bad in some cases
• Teach on-the-way
• Discoverable and learnable
Pathways and Behaviors
• Fulfill the transaction but provide opportunities for intriguing detours
• Nudge towards behaviors which are beneficial to the Public Library
• Encourage participation

13. A View from the
of Designing for Public Libraries

14. An open invitation…

15. 2016
• 17,618 Compliments
• 14,336 Complaints
• 9,293 Suggestions for Features and
Improvements

16. Fantastic online experience! I haven't visited a public
library in ages and was pleasantly surprised when I
signed up for an account at the Mission Bay branch.
The ease of the online experience is even more
fantastic. Great site!
“

17. I loved your last website! This new site is
hard to navigate. Why fix something that
wasn't broken? I hope you get enough
complaints that you change it back!
“

18. sucks
“ You suck
“ My nephew could have made this way
better. Waste of money“

19. Very bad web site, it sucks. Don't know
where to check my account and don't
know where to log out. The IT people
who created it should be fired.
“

21. First
Click-Tests
Remote, Live
Moderated
Tests
Or
Unmoderated
Tests
Surveys
Beta Releases
with
Feedback
Form
DESIGN / CONCEPT PHASE RELEASES

22. RESEARCH TOOLSET...
In-Person
Moderated
Tests
In Person
Interviews and
Focus Groups
Contextual
Inquiry

23. Surveys

25. First Click

27. Remote
Moderated

29. Opt-in Beta

31. Contextual
Inquiry

34. In person tests
and interviews

37. What do We
Learn?

39. BIBLIO PEOPLE TYPES
few times
/ month
many times
/ week
few times
/ year

40. The principle behind interaction design …
no, the principle behind all design, for
me, is human dignity. We are here to
support dignity for the people we serve.
Richard Buchanan, Interaction 11
Conference
https://vimeo.com/20379481

41. Fair is fair: I initially disliked your new format, but have noticed over time
that you've made improvements that greatly simplify the on-line borrowing
experience.
Example: Particularly like the information block for items checked out --the
layout is crystal clear. The hold system is also somehow simpler. Or maybe
I'm such a dunderhead that I gradually (or unwittingly) got the hang of it
through some warped default progression.
It wouldn't be the first time. But if this turns out that you have been
upgrading/tweaking all along: Thank you. Things are good on this site.
You've done a nice job.
- KCLS Patron
“