Help! SCL Website UX Study, Fall 2017

Abstract

Late May, 2017, brought a number of major changes to the user experience at Smith College Libraries. Staff and collections moved out of the largest location, Neilson Library, to prepare for large-scale building redesign. A new website was launched to coincide with changes in service locations and models, including reducing the number of service desks to one in new the main library location. In fall semester, 2017, the Libraries’ Web Team prioritized UX study of access to help as presented on the website.

Drupal pages and Springshare hosted systems provide avenues to help through the website. Usability study focused primarily on Help mega-menus and links, the “Ask Us” page and new FAQs (LibAnswers), and “Meet with Us” / “Meet with Me” (LibCal) appointment scheduling. Google Analytics provided data on use of Help, Services, and Contacts pages on the website. Staff in Teaching, Learning & Research, Special Collections, and Access Services (Discovery & Access) participated in surveys.

Goal/Questions

Are students using Ask Us?
What are they using Ask Us for?
What part of Ask Us are they using? (form, phone call, desk emails, FAQs, etc.)
Are students using Help?
If they don’t use either of them, what is their first approach?

Methods

Analysis of email and “Ask Us” form questions submitted, as well as FAQ and website usage
“Query Spy” search entry analysis for LibAnswers FAQs
Moderated “guerrilla style” usability testing with Smith students
Libraries staff surveys

Statistics/Data

Sample size:
375 “Ask Us” tickets; 554 views of published FAQs; 147 “Meet with Us” bookings; 31,685 website page views; 45 student usability test participants (primarily undergraduate)

Dates: 05/24/2017 – 11/27/2017

Campus/College: Smith College Libraries

Contact: Sika Berger, User Experience Librarian. sberger@smith.edu

Files Used

Outcome

Key Performance Areas

Mega-menus make sense, are very popular, easy to navigate
Services appeals more than Research Tools as a pathway to help through mega-menus
Help mega-menu options and calls to action work very well as links. Some users go to the Help page
TLR librarians scheduled 96 meetings with students and faculty through Meet with Us/Me in the first nine weeks of fall semester, 2017
Hours & Contact as a link is more prominent than Ask Us on the homepage, and is visible on any page (can be a quick way out of a confusing over-crowded page)
Few use site search
Some try FAQs but expect to find answers listed. Search and browse are not obvious
Few scroll down on homepage or other pages with hero image and extensive blocks of text (e.g., Research Services, Staff Directory)

Results

Over 30% of all questions concern “getting” materials. and more than 20% are referred to Special Collections. Users respond positively to the call to action, “Ask Us,” and understand and make use of the form, primarily for “how to” and problem-solving questions.

Screenshot of options presented for Smith College Libraries’ users on the 2017 “Help” page.

Top student preferences for getting help through the website:

14 navigate via mega-menus; 8 send email; 6 use email form; 6 FAQs; 6 go to library; 5 contact library via phone

Statistics on pages viewed show frequent use of services pages, informational, and help-related content. These support the Web Team’s choice of homepage and mega-menu help offerings, and the decision to launch the FAQ service by featuring primarily “How do I….” content. Many of the most heavily used pages match up with the topical content of LibAnswers questions also.

Several challenges surfaced:

“Drop in” help information is missing
Contacts & Hours on homepage is more visible than Ask Us
Ask Us page is complex
FAQ pages are cluttered, little used; search & topics ignored

Action Taken

The results provided the Web Coordination Team with key insights into users’ experiences of needing and finding help. WCT prioritized work on immediate changes and more extensive revision of aspects of the LibAnswers and LibCal systems. This includes improving forms for Ask Us and Meet with Us, the FAQ search and browse screens, and development of improved FAQ content. Staff are working to promote drop-in appointments and research help both through the website and in other ways. Special Collections and Teaching, Learning & Research staff are working together to improve help with primary sources.