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Hot topic: User experience.

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Lynn Connaway
Lynn Connaway

Connaway, L. S. (2019). Hot topic: User experience. Presented at ALA Annual, June 22, 2019, Washington, DC.

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June 20–25, 2019 #ALAAC19 Hot Topic: User Experience Lynn Silipigni Connaway, Ph.D. Director, Library Trends and User Research connawal@oclc.org | @LynnConnaway
#ALAAC19 Discovery and Access Project • How do academic library users navigate the path from discovery to access? • What do academic users do when searches don't result in fulfillment? • What differentiates searches that lead to access from searches that don’t? • What demographic characteristics influence the access of users? • How does access correlate with success? Image: https://www.flickr.com/photos/lops/690079200/ by Mookiefl/ CC BY-NC 2.0
#ALAAC19 WORLDCAT DISCOVERY BULK LOG ANALYSIS “Log analysis is everything that a lab study is not.” (Jansen 2016, 349).
#ALAAC19 • Average of 5 minutes per session • Average of 2.2 searches per session • Average of 5.1 words per search • 12% of sessions had search refinements • 33% of sessions had multiple searches Summary of results for all academic institutions Image :https://www.flickr.com/photos/7926147@N06/3635324054/ by S Chia/ CC BY-NC-ND 2.0
#ALAAC19 USER INTERVIEWS “User interviews can help capture search and discovery behavior as the user understands it, rather than as a computer system understands it.” (Connaway, Cyr, Brannon, Gallagher, & Hood, under review)
#ALAAC19 Five participating institutions Christian Brothers University
#ALAAC19 Demographics of 14 interviewees Female, 9 Male, 4 Genderqueer, 1 Interviewees by Gender Undergrad, 9 Grad/post- grad student, 2 Faculty 2 Staff member 1 Interviewees by Academic Level Humanities, 5 Professional & Applied Sciences, 5 Social Sciences 2 Natural Sciences 1 Formal Sciences 1 Interviewees by Academic Discipline 19-25 years, 8 26-34 years, 4 35-44 years, 1 45-54 years, 1 Interviewees by Age
#ALAAC19 Critical Incident Technique (CIT) • Online surveys with CIT • Flanagan (1954) • Qualitative technique • Focuses on most memorable event/experience • Allows categories or themes to emerge rather than be imposed (Connaway, & Radford, 2018) Image: https://www.flickr.com/photos/7926147@N06/3635346382/ by S Chia / CC BY-NC-ND 2.0
#ALAAC19 Unique methodology • Benefits of tandem use of log analysis and user interviews – Categorization of log data – Filling gaps in interviewee recall – Increased qualitative specificity – Bias mitigation Image: https://www.flickr.com/photos/pedrosz/36085958805/ by Pablo Szekely / CC BY-SA 2.0
#ALAAC19 Example questions • “Please tell us what you were looking for and why you decided to do an online search.” • “Did the item you were searching for come up in your search results? In other words, did you find it?” • ”I’d like to understand how you felt about your search experience overall. Would you say you were delighted with your search experience?” Image: https://www.flickr.com/photos/ep_jhu/6913666125/ by ep_jhu / CC BY-NC 2.0
#ALAAC19 Interview coding themes Evaluation of resources Item formatsSearch strategies Decision-making factors Liked or desired features Feelings of frustration and delight Influence of librarian Privacy concerns Image: https://www.flickr.com/photos/michaelfoleyphotography/2060322319/ by Michael Foley / CC BY-NC-ND 2.0
#ALAAC19 APPLYING FINDINGS “The methodology used for this study also could be extended beyond discovery systems. Other computerized activities that leave digital traces could be studied using interview protocols based on log analysis.” (Connaway, Cyr, Brannon, Gallagher, & Hood, under review)
#ALAAC19 Decision-making factors • Convenience/ease of access is a major factor • Timing/immediacy of access • “Held by” feature • Users are familiar with ILL – some love it, some avoid it Image: https://www.flickr.com/photos/donahos/8931973032/ by Jerry and Pat Donaho / CC BY-NC-ND 2.0
#ALAAC19 Search strategies • Interviewees refine their searches in various ways: • Identifiers • Limiters • Different/additional search terms • Topic refinement • Using a broad-to-narrow search strategy is prevalent • Interviewees search both Google/ Google Scholar and library databases • Titles are the most-used identifiers Image: https://www.flickr.com/photos/photophiend/4793022276/ by Photo Phiend/ CC BY-NC-ND 2.0
#ALAAC19 Item formats • Users want PDFs and look for obvious indicators of availability • No clear preference for print versus online materials was noted Image: https://www.flickr.com/photos/7926147@N06/3635298854/ by S Chia / CC BY-NC-ND 2.0
#ALAAC19 Feelings of Frustration/Delight • Greatest frustration: Having too many results • Interviewees were satisfied, but not “delighted” by their search experience Image: https://www.flickr.com/photos/gog/138838289/ by George Goodman / CC BY-NC-ND 2.0
#ALAAC19 Conclusions for practice • Tandem use of log data and user interviews – Clarify qualitative data – Provide context for quantitative data – Most effective when digital traces are present – Inform development of literary instruction Image: https://www.flickr.com/photos/andallthatmalarkey/6319822679/ by Andy Clarke / CC BY-NC 2.0
#ALAAC19 References • Connaway, L. S., & Radford, M. L. (2018). Survey research. Webinar presented by ASIS&T, January 23, 2018. Retrieved from https://www.slideshare.net/LynnConnaway/survey- research-methods-with-lynn-silipigni-connaway and https://www.youtube.com/watch?v=4dlpAT7MXh0 • Connaway L. S, Cyr, C., Brannon, B., Gallagher, P., & Hood, E. (Under Review). “Speaking on the record: Combining interviews with search log analysis in user research.” Under review for publication in the ALISE/ProQuest Methodology Paper Competition. • Flanagan, J. C. “The critical incident technique.” Psychological Bulletin, 51(4), 327-358. 1954. • Jansen, Bernard J. 2017. “Log Analysis.” In Research Methods for Library and Information Science, 6th ed., edited by Lynn Silipigni Connaway and Marie L. Radford, 348-349. Westport, CT: Libraries Unlimited. Image: https://www.flickr.com/photos/brownpau/8487861052/ by Paulo O / CC BY-NC-ND 2.0
#ALAAC19 Stay connected Lynn Silipigni Connaway, Ph.D. Director, Library Trends and User Research connawal@oclc.org @LynnConnaway

More Related Content

Hot topic: User experience.

  • 1. June 20–25, 2019 #ALAAC19 Hot Topic: User Experience Lynn Silipigni Connaway, Ph.D. Director, Library Trends and User Research connawal@oclc.org | @LynnConnaway
  • 2. #ALAAC19 Discovery and Access Project • How do academic library users navigate the path from discovery to access? • What do academic users do when searches don't result in fulfillment? • What differentiates searches that lead to access from searches that don’t? • What demographic characteristics influence the access of users? • How does access correlate with success? Image: https://www.flickr.com/photos/lops/690079200/ by Mookiefl/ CC BY-NC 2.0
  • 3. #ALAAC19 WORLDCAT DISCOVERY BULK LOG ANALYSIS “Log analysis is everything that a lab study is not.” (Jansen 2016, 349).
  • 4. #ALAAC19 • Average of 5 minutes per session • Average of 2.2 searches per session • Average of 5.1 words per search • 12% of sessions had search refinements • 33% of sessions had multiple searches Summary of results for all academic institutions Image :https://www.flickr.com/photos/7926147@N06/3635324054/ by S Chia/ CC BY-NC-ND 2.0
  • 5. #ALAAC19 USER INTERVIEWS “User interviews can help capture search and discovery behavior as the user understands it, rather than as a computer system understands it.” (Connaway, Cyr, Brannon, Gallagher, & Hood, under review)
  • 7. #ALAAC19 Demographics of 14 interviewees Female, 9 Male, 4 Genderqueer, 1 Interviewees by Gender Undergrad, 9 Grad/post- grad student, 2 Faculty 2 Staff member 1 Interviewees by Academic Level Humanities, 5 Professional & Applied Sciences, 5 Social Sciences 2 Natural Sciences 1 Formal Sciences 1 Interviewees by Academic Discipline 19-25 years, 8 26-34 years, 4 35-44 years, 1 45-54 years, 1 Interviewees by Age
  • 8. #ALAAC19 Critical Incident Technique (CIT) • Online surveys with CIT • Flanagan (1954) • Qualitative technique • Focuses on most memorable event/experience • Allows categories or themes to emerge rather than be imposed (Connaway, & Radford, 2018) Image: https://www.flickr.com/photos/7926147@N06/3635346382/ by S Chia / CC BY-NC-ND 2.0
  • 9. #ALAAC19 Unique methodology • Benefits of tandem use of log analysis and user interviews – Categorization of log data – Filling gaps in interviewee recall – Increased qualitative specificity – Bias mitigation Image: https://www.flickr.com/photos/pedrosz/36085958805/ by Pablo Szekely / CC BY-SA 2.0
  • 10. #ALAAC19 Example questions • “Please tell us what you were looking for and why you decided to do an online search.” • “Did the item you were searching for come up in your search results? In other words, did you find it?” • ”I’d like to understand how you felt about your search experience overall. Would you say you were delighted with your search experience?” Image: https://www.flickr.com/photos/ep_jhu/6913666125/ by ep_jhu / CC BY-NC 2.0
  • 11. #ALAAC19 Interview coding themes Evaluation of resources Item formatsSearch strategies Decision-making factors Liked or desired features Feelings of frustration and delight Influence of librarian Privacy concerns Image: https://www.flickr.com/photos/michaelfoleyphotography/2060322319/ by Michael Foley / CC BY-NC-ND 2.0
  • 12. #ALAAC19 APPLYING FINDINGS “The methodology used for this study also could be extended beyond discovery systems. Other computerized activities that leave digital traces could be studied using interview protocols based on log analysis.” (Connaway, Cyr, Brannon, Gallagher, & Hood, under review)
  • 13. #ALAAC19 Decision-making factors • Convenience/ease of access is a major factor • Timing/immediacy of access • “Held by” feature • Users are familiar with ILL – some love it, some avoid it Image: https://www.flickr.com/photos/donahos/8931973032/ by Jerry and Pat Donaho / CC BY-NC-ND 2.0
  • 14. #ALAAC19 Search strategies • Interviewees refine their searches in various ways: • Identifiers • Limiters • Different/additional search terms • Topic refinement • Using a broad-to-narrow search strategy is prevalent • Interviewees search both Google/ Google Scholar and library databases • Titles are the most-used identifiers Image: https://www.flickr.com/photos/photophiend/4793022276/ by Photo Phiend/ CC BY-NC-ND 2.0
  • 15. #ALAAC19 Item formats • Users want PDFs and look for obvious indicators of availability • No clear preference for print versus online materials was noted Image: https://www.flickr.com/photos/7926147@N06/3635298854/ by S Chia / CC BY-NC-ND 2.0
  • 16. #ALAAC19 Feelings of Frustration/Delight • Greatest frustration: Having too many results • Interviewees were satisfied, but not “delighted” by their search experience Image: https://www.flickr.com/photos/gog/138838289/ by George Goodman / CC BY-NC-ND 2.0
  • 17. #ALAAC19 Conclusions for practice • Tandem use of log data and user interviews – Clarify qualitative data – Provide context for quantitative data – Most effective when digital traces are present – Inform development of literary instruction Image: https://www.flickr.com/photos/andallthatmalarkey/6319822679/ by Andy Clarke / CC BY-NC 2.0
  • 18. #ALAAC19 References • Connaway, L. S., & Radford, M. L. (2018). Survey research. Webinar presented by ASIS&T, January 23, 2018. Retrieved from https://www.slideshare.net/LynnConnaway/survey- research-methods-with-lynn-silipigni-connaway and https://www.youtube.com/watch?v=4dlpAT7MXh0 • Connaway L. S, Cyr, C., Brannon, B., Gallagher, P., & Hood, E. (Under Review). “Speaking on the record: Combining interviews with search log analysis in user research.” Under review for publication in the ALISE/ProQuest Methodology Paper Competition. • Flanagan, J. C. “The critical incident technique.” Psychological Bulletin, 51(4), 327-358. 1954. • Jansen, Bernard J. 2017. “Log Analysis.” In Research Methods for Library and Information Science, 6th ed., edited by Lynn Silipigni Connaway and Marie L. Radford, 348-349. Westport, CT: Libraries Unlimited. Image: https://www.flickr.com/photos/brownpau/8487861052/ by Paulo O / CC BY-NC-ND 2.0
  • 19. #ALAAC19 Stay connected Lynn Silipigni Connaway, Ph.D. Director, Library Trends and User Research connawal@oclc.org @LynnConnaway

Editor's Notes

  1. Image: https://www.flickr.com/photos/lops/690079200/ by Mookiefl/ CC BY-NC 2.0
  2. Jansen, Bernard J. 2017. “Log Analysis.” In Research Methods for Library and Information Science, 6th ed., edited by Lynn Silipigni Connaway and Marie L. Radford, 348-349. Westport, CT: Libraries Unlimited.
  3. Image: https://www.flickr.com/photos/7926147@N06/3635324054/ by S Chia/ CC BY-NC-ND 2.0
  4. Connaway L. S, Cyr, C., Brannon, B., Gallagher, P., & Hood, E. (Under Review). “Speaking on the record: Combining interviews with search log analysis in user research.” Under review for publication in the ALISE/ProQuest Methodology Paper Competition.
  5. Image: https://www.flickr.com/photos/7926147@N06/3635346382/ by S Chia / CC BY-NC-ND 2.0 Flanagan, J. C. “The critical incident technique.” Psychological Bulletin, 51(4), 327-358. 1954. Connaway, L. S., & Radford, M. L. (2018). Survey research. Webinar presented by ASIS&T, January 23, 2018. Retrieved from https://www.slideshare.net/LynnConnaway/survey-research-methods-with-lynn-silipigni-connaway and https://www.youtube.com/watch?v=4dlpAT7MXh0
  6. Image: https://www.flickr.com/photos/pedrosz/36085958805/ by Pablo Szekely / CC BY-SA 2.0
  7. Image: https://www.flickr.com/photos/ep_jhu/6913666125/ by ep_jhu / CC BY-NC 2.0
  8. Image: https://www.flickr.com/photos/michaelfoleyphotography/2060322319/ by Michael Foley / CC BY-NC-ND 2.0
  9. Connaway L. S, Cyr, C., Brannon, B., Gallagher, P., & Hood, E. (Under Review). “Speaking on the record: Combining interviews with search log analysis in user research.” Under review for publication in the ALISE/ProQuest Methodology Paper Competition.
  10. Image: https://www.flickr.com/photos/donahos/8931973032/ by Jerry and Pat Donaho / CC BY-NC-ND 2.0
  11. Image: https://www.flickr.com/photos/photophiend/4793022276/ by Photo Phiend / CC BY-NC-ND 2.0
  12. Image: https://www.flickr.com/photos/7926147@N06/3635298854/ by S Chia / CC BY-NC-ND 2.0
  13. Image: https://www.flickr.com/photos/gog/138838289/ by George Goodman / CC BY-NC-ND 2.0
  14. Image: https://www.flickr.com/photos/andallthatmalarkey/6319822679/ by Andy Clarke / CC BY-NC 2.0
  15. Image: https://www.flickr.com/photos/brownpau/8487861052/ by Paulo O / CC BY-NC-ND 2.0