Tuesday, May 17, 2005

Methods to Better Understand User Behaviour

Kathy Scardellato, Project Leader, Virtual Reference
Library, Toronto Public Library


'Understanding user behaviour can improve web sites and
other online services. Kathy Scardellato will explore 
some relatively low cost, and easy to replicate usability
tests that can be conducted by your library. She will also
share what TPL has learned from this process'.

In the Developing process of a system, whether it is a 
website, a software or any sort of Information system, 
it is usually built and approached in a certain fashion
and manner. An effecient succesful system usually goes through 
a 'System Lifecycle'. 

System Lifecycle
- Feasibility: stakeholders meeting, scenario
- Requirements: usability requirement, evaluating existing
  system, personas, user interviews and Participatory design
- Design: Prototyping, style guide
- Implement: Evaluation
- Release: Going live


Usability Requirements: Goals
Examples
 
- Understandability: Menus are easy to understand
- Learnability: How easy to learn and in other words easy
                to understand
- Operability: Operation are consistent and tells you how 
               to go abouts when u have an error
- Attractiveness


Evaluating an existing system
- Heuristic evaluation: where you evaluate a site by using
  a group of internal people and not the users. So in this 
  case perhaps the library staff but not the customers or 
  patrons

- Each person works separately and then they get together.
  It helps if you have an observer to see what’s going on. The 
  evaluator is analyzing what’s going  on in the site and they 
  are given a list of heuristics to see if they are in 
  accordance. 

- Recognition rather than recall where the user does not have 
  to recall from one dialogue interface to another

- Design your assumption, hypothesis that you want to test. 
  Turn your hunch to an exclusive hypothesis and test it.

- Defining your personas- they are created to represent for 
  people who would be using the system. What are these users
  like, for the staff user or whoever in the library? 

This was tried on the ‘kidspace’ re-design project.
Scenarios were created

User Interviews- Careful on how you do the interviews so 
                 you don’t have your own biases but
 
- Qualitative
- Uncover problems and goals of users
- Identify functionality that will satisfy goals

The interview was in between fun things it was in between
collages, where the focus of the collage activity was what 
TPL was interested in, i.e. Kid Space.Its all a part of 
participatory design. 

Collages can be used as before and after, what they thought 
might be children websites but never seen them. 


Number of users to be tested can be subjective since there is
no fixed formula on how many user testing is adequate to asses 
the design. 



For Further information, please refer 
to www.virtualreferncelibrary.ca

You may also contact Kathy via email at
kscardellato@torontopubliclibrary.ca


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