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Heuristic Analysis For The Bentley Lib Website
- 1. HEURISTIC ANALYSIS FOR THE BENTLEY LIBRARY WEBSITE Prepared by Tamara Rose
- 2. JAKOB NIELSEN Learnability Efficiency Recognition rather than recall Error recovery and user control Visibility of system status Match between system and real world Consistency and standards
- 3. MAIN GOALS OF USABILITY Task success/failure Severity of problems Frequency Priorities Expectation-Naming links properly “Consistent Mental Model”
- 4. EXAMPLE: FINDING THE LIBRARY ONLINE
- 5. DROP DOWN
- 9. HOMEPAGE
- 10. COURSE RESERVES
- 11. WIKI
- 12. WIKI-FALSE TOP
- 13. WIKI LOGIN
- 14. “NO USER BY THIS NAME, CHECK SPELLING OR CREATE NEW ACC””
- 15. ARTICLE SEARCH Databases A-Z Find Articles by Subject Find Journal/Magazine Search for Books/DVDs
- 16. DATABASES A TO Z
- 17. FIND ARTICLES/DATABASES BY SUBJECT
- 18. TRY THESE GENERAL DATABASES
- 19. GENERAL DATABASES WITH MORE INFO
- 21. RESULTS OF SEARCH OF DATABASES
- 22. BOOK ENTRY PAGE
- 24. WARNING FROM CHROME WHEN ”REQUESTING” BOOK
- 27. OTHER RESOURCES FOR BOOK ENTRY
- 28. TEXTING CALL NUMBERS Text on screen: library@bentley.edu “Subject : Call# loc:AReference Stacks call#:AHQ1061 .C315 2005 title: The Cambridge handbook of age and ageing/edited by Malc ”
- 30. PERSONAL RECORD PAGE: REQUESTS
- 31. LINK TO OTHER CONTENT: “TODAY’S NEWSPAPERS”
- 32. LEARNING DISABILITIES Consistent as possible Clearly identified signposts Break info into small, simple chunks and use visual illustration Clear navigation to get back to simpler or earlier content
- 33. ADDITIONAL CONSIDERATIONS Contextual help Explain obscure terms Provide sequence of long tasks Subheadings to break up text Error messages explained Why didn’t something work? Off campus
- 34. SUMMARY OF ISSUES/ TO PRIORITIZE Database Search Simplified Subject Search-more categories (?) Texting Call Numbers Librarian Chat Follow through all pages Chat logs
- 35. THANKS!
- 36. RECOMMENDATIONS FOR UTEST Have users start @ bentley.edu Tasks should include Find an article Find a book Find an article thru a publication Seek out help features Wiki? Task should end only at the pdf of the article! Collect info of databases, even if NOT analyzed In this round Provide benchmark Which is actually a pain point for users? Lib or DB? Include accessibility centered UTs (separate tests or separate participant set?) Poor vision Learning disabled
- 37. NOTES ON: HEURISTIC EVAL TO LIB WEB SERVICES ARTICLE Nielsen (1993, p. 25) divides usability into five factors: (1) Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design? (2) Efficiency: Once users have learned the design, how quickly can they perform tasks? (3) Memorability: When users return to the design after a period of not using it, how easily can they re-establish proficiency? (4) Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors? (5) Satisfaction: How pleasant is it to use the design?
- 38. PROQUEST PAGE
- 39. CURRENT “HAVE YOUR SAY” BLOG Organized by chronology Not topic + comments Each person was not encouraged to reinforce other’s thoughts, rather to come up with issues on their own
- 41. OTHER GENERAL REFERENCE: HUMAN FACTORS INTERNATIONAL Motivate User Task Flow Architecture is 80% of Usability Affordance means obvious Replicate UT along the way Know the technological limitations Know user tolerances Multimedia-be discriminating Track Web Metrics
Hinweis der Redaktion
- http://www.useit.com/papers/heuristic/heuristic_list.html Basic short list (quoted from above): Visibility of system status The system should always keep users informed about what is going on, through appropriate feedback within reasonable time. Match between system and the real world The system should speak the users' language, with words, phrases and concepts familiar to the user, rather than system-oriented terms. Follow real-world conventions, making information appear in a natural and logical order. User control and freedom Users often choose system functions by mistake and will need a clearly marked "emergency exit" to leave the unwanted state without having to go through an extended dialogue. Support undo and redo. Consistency and standards Users should not have to wonder whether different words, situations, or actions mean the same thing. Follow platform conventions. Error prevention Even better than good error messages is a careful design which prevents a problem from occurring in the first place. Either eliminate error-prone conditions or check for them and present users with a confirmation option before they commit to the action. Recognition rather than recall Minimize the user's memory load by making objects, actions, and options visible. The user should not have to remember information from one part of the dialogue to another. Instructions for use of the system should be visible or easily retrievable whenever appropriate. Flexibility and efficiency of use Accelerators -- unseen by the novice user -- may often speed up the interaction for the expert user such that the system can cater to both inexperienced and experienced users. Allow users to tailor frequent actions. Aesthetic and minimalist design Dialogues should not contain information which is irrelevant or rarely needed. Every extra unit of information in a dialogue competes with the relevant units of information and diminishes their relative visibility. Help users recognize, diagnose, and recover from errors Error messages should be expressed in plain language (no codes), precisely indicate the problem, and constructively suggest a solution. Help and documentation Even though it is better if the system can be used without documentation, it may be necessary to provide help and documentation. Any such information should be easy to search, focused on the user's task, list concrete steps to be carried out, and not be too large. I originally developed the heuristics for heuristic evaluation in collaboration with Rolf Molich in 1990 [Molich and Nielsen 1990; Nielsen and Molich 1990]. I since refined the heuristics based on a factor analysis of 249 usability problems [Nielsen 1994a] to derive a set of heuristics with maximum explanatory power, resulting in this revised set of heuristics [Nielsen 1994b]. TR: Also: http://www.asktog.com/basics/firstPrinciples.html#top Also mentioned in the Finnish study: “Nielsen’s (2007) frequently applied heuristics include the following areas: . visibility of system status; . match between the system and the real world; . user control and freedom; . consistency and standards; . error prevention; . recognition rather than recall; . flexibility and efficiency of use; . esthetic and minimalist design; . help users recognize, diagnose, and recover from errors; and . help and documentation.” Also (1) Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design? (2) Efficiency: Once users have learned the design, how quickly can they perform tasks? (3) Memorability: When users return to the design after a period of not using it, how easily can they re-establish proficiency? (4) Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors? (5) Satisfaction: How pleasant is it to use the design?
- I’ve been affiliated with Bentley since January of 2007 Discovered things because I systematically clicked through all links, and kept being surprised on a regular basis Wiki Most times, I go with a specific goal in mind and can just as easily switch to Google Scholar (1 click!!) I will persist, knowing I have more access to databases here, but not if I am frustrated Libraries are complicated and VERY REWARDING, given there is a learning curve Shouldn’t have a learning curve on the website itself
- Most people in the audience might have the library as their homepage or bookmarked. Note: Controversy over Library’s low visibility on Home Page, frustrating political issue is additionally a major usability point. On the Library pages, clear roadsigns should be posted, instead of information overload. How would you get to the Bentley Library Website from this page? At least 3 ways: Is there a button? No Search box-should be last resort Drop down? Which one?
- Under Teaching
- Can people say “Academics->Academic Facilities ->Library”, or find it easily on this page?
- Note the Quick Links are smaller, more text-heavy and arranged according to someone else’s priorities. Also Blackboard and “Check Email” are already taking up prime real estate under the Logins section There is a Library link here as well, although I had never found it (until I looked specifically for it) and have never linked to it from this page.
- Plusses: Cohesive, well organized sections, visually interesting yet simple Minuses: Light blue text over busy background-at the one spot on the page that changes regularly! News/Events RSS (large, prominent) and at bottom ‘Subscribe to Bentley News” RSS-are they different? HOW? Multiple ways to navigate to the same thing on one page “Course Reserves” button “Course Reserves & eReserves” under Lib Services “Place item on Reserve” under Additional Faculty Services-almost the same page, but role based “Additional Faculty Services” “Borrowing Cards: Harvard” etc, seen by general audience, can students get cards for Brandeis?
- COMPLETELY DIFFERENT LOOK-library theme and color goes away, “Am I on the same site?” Note Login-Prompt “Aren’t I logged in already?”, “Should I login here, or will I just have to login again later?”, ‘What info can I just click on w/out signing in?” NOWHERE DOES IT SAY “WIKI” except the url!! Mouse over the icon, “Main Page”-of what? Bentley, Library, Wiki or something else?? Navigation area: stay on the Wiki, except for “Bentley Library” and “Get Research Help” both back to Library website page Not updated since Sept 2007
- Scroll down, b/c content is below the fold, might not scroll all the way back up
- ‘Create Account”? For Bentley or for the Wiki
- How can I create a new account? Shortname, or can I not do it because I am a student? “Email password”, how can you email a password if you don’t have my email? No directions, indications
- Long page, lots of info, 96 databases!!! PLUS See Also Icons odd (home means yes for off campus access?) How come no pop-up for a database when it isn’t working Link to Google Scholar? Why does Central search appear here and not homepage Chat appears here, doesn’t appear on homepage and not Database pages
- Increase subjects/topics At least 1 per area of study!! More than 15
- Here they are all listed “General” How can I make informed decisions, unless they are
- Several things 1) These windows won’t close unless you hit “Close”, which is in the OPPOSITE corner. Can’t X it out, can’t click off it, can’t even hit the back button. NOT FORGIVING OF MISTAKES 2) This appears as a big block of text, lots of relevant info-but what is most relevant to the task/user at this point? Quote of boxes: ABI Inform Global Scope: ABI Inform Global, via ProQuest Direct, indexes more than 1,300 periodicals, with more than 750 in full-text. As the premier business and management database, ABI covers the subject areas of advertising, marketing, economics, human resources, finance, taxation, information technology, and management. For a list of titles indexed in ABI Inform Global visit the ProQuest Direct Title Lists page. Updated: Daily Indexing: Abstracts, Full-text HTML, Full-text HTML with graphics, and PDF formats. Academic Search Premier: One of the largest academic multi-disciplinary database, Academic Search Premier provides full text for nearly 4,000 scholarly publications, including full text for nearly 3,100 peer-reviewed journals. Coverage spans virtually every area of academic study and offers information dating as far back as 1975. This database is updated on a daily basis via EBSCO host. Business Source Premier Business Source Premier provides full text for nearly 3,300 scholarly business journals, including full text for more than 1000 peer-reviewed business publications. Coverage includes virtually all subject areas related to business. This database provides full text (PDF) for more than 300 of the top scholarly journals dating as far back as 1922. This database is updated on a daily basis. Expanded Academic ASAP Expanded Academic ASAP (1980-present), indexes more than 1,500 periodicals, with more than 500 being full-text. Subjects covered include astronomy, religion, law, history, psychology, humanities, current events, sociology, communications, and the general sciences.
- Underlying design to this, specification?
- “Results 1-26 of 95 returned for keywords, (6763 total with 35 duplicates)” Relevant info? “More full text options” or button ??
- Partially redundant info, with new options thrown in, unless both are up at the same time, one can’t tell. Why is the info on 2 screens instead of just one?
- The key piece of information is wrong. The Call Number does not start with A, there is no
- System does not recognize that I am the one who just requested this book. No message repeating the original confirm page
- Blue buttons on left: Note the staggered, redundant and oddly placed
- Sign in to get content (off campus) WSJ NYT Boston Globe Guardian Globe and Mail Businessweek Newsweek Time
- http://www.webcredible.co.uk/user-friendly-resources/web-accessibility/learning-difficulties.shtml Some advice Webcredible's analysis of usability testing sessions involving participants with learning difficulties has led to our suggesting these guidelines when designing for these users: Your website should behave as consistently as possible, and have a consistent appearance/look-and-feel (e.g. all links and buttons should look and behave in the same way) Avoid using words in their non-literal sense (e.g. “it's raining cats and dogs”) Avoid using abstractions (e.g. provide a link to a telephone number rather than to ‘Contact us’ ) Provide clearly signposted, simplified summaries of pages' content at the top of the page Provide an audio version of a site's content Break information into small, simple chunks and illustrate them visually wherever possible Always provide an obvious way for users to get back to simpler content if they find themselves on a page above their reading level Increase the spacing between lines of text Increase the spacing between paragraphs Increase the distance between the text and the underline in links (you can use the CSS border-bottom property to underline links and achieve this) Increase the target area of navigation links (again, you can do this with CSS)
- http://www.emeraldinsight.com.ezp.bentley.edu/Insight/viewPDF.jsp?Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0721090102.pdf New Library World Vol. 109 No. 1/2, 2008 pp. 25-45 q Emerald Group Publishing Limited 0307-4803 DOI 10.1108/03074800810845985 Heuristic evaluation applied to library web services Marjo-Riitta Aitta Department of Finnish, Information Studies and Logopedics, University of Oulu, Oulu, Finland Saana Kaleva Nokia, Oulu, Finland Terttu Kortelainen Department of Finnish, Information Studies and Logopedics, University of Oulu, Oulu, Finland Nielsen (1993, p. 25) divides usability into five factors: (1) Learnability: How easy is it for users to accomplish basic tasks the first time they encounter the design? (2) Efficiency: Once users have learned the design, how quickly can they perform tasks? (3) Memorability: When users return to the design after a period of not using it, how easily can they re-establish proficiency? (4) Errors: How many errors do users make, how severe are these errors, and how easily can they recover from the errors? (5) Satisfaction: How pleasant is it to use the design? Nielsen’s (2007) frequently applied heuristics include the following areas: . visibility of system status; . match between the system and the real world; . user control and freedom; . consistency and standards; . error prevention; . recognition rather than recall; . flexibility and efficiency of use; . esthetic and minimalist design; . help users recognize, diagnose, and recover from errors; and . help and documentation. (1) No. 1. Use language familiar to the user, not library jargon, and a logical and natural sequence of information[1]: . The terminology of the system should be based on terms that are familiar to the actual user. Symbols and icons should also be clear to him. Dialogs should be in the user’s native language, if possible[2]. . The users of internet-based systems may have very different backgrounds, and therefore finding a common language may be problematic. The terms used on the site should be based on the user’s expressions of the task, not on the structure of the system or its technical realization. The information on the site should be situated in a natural and logical sequence so that adjacent matters would be close to each other or in the order of their use[2]. Heuristic evaluation 31 . If the use of library terminology is unavoidable, provide clarification of the terms[3]. (2) No. 2. Support the user’s feeling of freedom, free movement and control[2] by using explicit and understandable navigation mechanisms[3]. Provide accelerators (shortcuts) to enable efficient use of the system[2]: . A good navigation system indicates the location of the user in relation to both the whole Worldwide web and the structure of a single site. It does not require the user to have any knowledge of the library field. . Experienced users should be provided with a possibility to perform routine tasks quickly, e.g. with accelerators (shortcuts) on the keyboard or the mouse, abbreviations, automatic complementing of a command and function buttons. . The user should be constantly aware of what the system is doing and how it has interpreted his commands or input. The user must also be aware of his or her location. Response times should be as fast as possible. Navigation bars and location indication should facilitate moving in and identification of the site on the internet. . The user should be provided with an easy escape from different situations. This can be realized through, e.g. interrupt or back commands (which lead to the previous situation), a cancel command for long operations, an end program command (escape from all situations), and defaults for returning to the original situation. . The user must feel in control of navigation on the site and he or she should feel free to choose the functions he wants on the site. The user should not be forced to use certain fonts, colors, frames, browser windows or browser versions. (3) No. 3. Consistency: obey the conventions of Web design and make the pages of the site uniform[1]: . Effects should be consistent, so that the same commands, words and functions effect in the same way in similar situations, allowing the user to predict effects. The same information and control should be in the same place on each screen and in each choice. The terms used on the site should be used consistently, both in text, links and buttons[2]. . Conventions contribute to the intuitiveness of the site. Uniformity is gained through e.g. uniform layout identifying single pages to a particular site. (4) No. 4. Make the text easy to scan and read and take into account the special requirements of reading from a screen[3]: . Note that users don’t read in the Worldwide web – they scan the text. Follow the general rules of good web writing: use subtitles, lists and highlighting. The credibility of the site is affected by misspelling and factual errors: edit the text and check the pages to see that they don’t contain obsolete or inaccurate information. (5) No. 5. Clearly distinguish normal texts from links, visited links from not visited links, and make it easy to conclude, where a link leads to[3]: NLW 109,1/2 32 . Link texts should contain the most important words that clearly indicate where the link leads to and they should differ from other links on the same page. They should be understandable even when separated from their context. Check the links on a site at regular intervals. (6) No. 6. Esthetic nature and simplicity of the user interface[1] and minimizing the need to remember[2]: . The user should not be forced to remember things when moving from one dialog to another. Instead of, e.g. exact commands, it would be better to offer the user an opportunity to recognize the needed matter from different alternatives. . Objects, functions and alternatives should be visible in the user interface. Good titles and links describing their target facilitate identification, and consequently the risk of getting lost in the site decreases. Instructions for using the application should be easily reached, and different functions and objects should be readily visible. . The Worldwide web is a very visual media, and this may cause problems for the visually impaired. When designing web sites that contain graphics or animation, also note the users that are unable to see them by providing alternative ways of presenting the same information, e.g. writing alt texts for all graphics. Also pay attention to the graphic design of a web site, use of colors, etc. . It would be ideal to show the user only the information he/she needs at one time. The principle “less is more” crystallizes the first heuristic: every additional character means more to learn for the user[2]. . It is worth condensing the information on the page, and information irrelevant to the user should be removed or hidden behind links[2]. (7) No. 7. Prevention, identification and processing of errors[2]: . Error messages should be given in natural language, because otherwise their content is not clear to the user. The messages should not place blame. Instead, they should reveal what happened and why. The system should help the user to recover from an error. . Attention must be paid to preventing errors already in the planning phase of the system. For example, too similar commands are known to expose the user to errors. (8) No. 8. Take special groups into account[3]: . Pay attention to the needs of special groups, e.g. children, the elderly and people with disabilities, when designing the whole site, and take into account the needs of special groups in the pages or sub-sites directed to them. This is highly connected to the accessibility of the site, which should also be checked. (9) No. 9. Instructions and documentation[2]: . Use of the system should be so easy that instructions for use are not needed. In practice, user instructions generally are necessary. All instructions contained in the system should be easy to find and connected to tasks that the user performs with the application. The instructions should contain directions and steps towards a certain goal, but they should not be too long.
- Should each link in this category go to parallel formatted screens, or indicate which go to policy pages and which to more active ones like the Wiki? Are these the top requests for help? Could they change periodically or cycle out?
- http://www.humanfactors.com/downloads/10tips.asp 10 Usability Principles to guide you through the Web Design Maze Print this page | Email this page Motivate Design your site to meet specific user needs and goals. Use motivators to draw different user "personae" into specific parts of your site. User task flow Who are your users? What are their tasks and online environment? For a site to be usable, page flow must match workflow. Architecture – it's 80% of usability Build an efficient navigational structure. Remember – if they can't find it in 3 clicks, they're gone. Affordance means obvious Make controls understandable. Avoid confusion between emblems, banners, and buttons. Replicate Why reinvent the wheel? Use ergonomically designed templates for the most common 8-12 pages. Usability test along the way Test early in design using low-fidelity prototypes. Don't wait until the end when it's too late. Know the technology limitations Identify and optimize for target browsers and user hardware. Test HTML, JavaScript, etc. for compatibility. Know the technology limitations Identify and optimize for target browsers and user hardware.Test HTML, JavaScript, etc for compatibility. Know user tolerances Users are impatient. Design for a 2-10 second maximum download. Reuse header graphics so they can load from cache. Avoid excessive scrolling. Multimedia – be discriminating Good animation attracts attention to specific information, then stops. Too much movement distracts, slowing reading and comprehension. Use a stats package Monitor traffic through your site. Which pages pique user interest? Which pages make users leave? Adjust your site accordingly.