Everyone knows the saying “don’t judge a book by its cover”. In his two Ted Talks, book designer Chip Kidd, the associate art director at Knopf, gives us a compelling reason to do so. These talks will make you think, make you laugh, make you want to read, and finally will make you look at all design in an entirely different light.
In the 2012 talk titled Designing books is no laughing matter. Okay, it is, Kidd describes the thought process that goes into creating book covers. He focuses on the importance of imagery, first impressions, and how book cover design influences the way you as the reader will perceive the story.
With his 2015 talk The art of first impressions — in design and life, Kidd gives the listeners an important lesson. That first impressions matter and our design choices (even the ones most of us never even think to notice) have an impact on how we see the world around us. He shows us how good design can grab your attention and the wrong design can leave a bad taste in your mouth.
Earlier this week, we released an update for our Serials Solutions E-Journal Portal and IU-Link services. In addition to refreshing and rebranding the interface to reflect updated IU brand standards & the library website design, you’ll notice that both these platforms are now responsive and mobile friendly.
Other improvements include:
Search by DOI/PubMed ID
Journal browse now includes Medical Subjects
Results listings note peer-reviewed and open access titles, include cover images (where available)
The IU-Link citation pages share the newly updated header and footer.
I’ve picked a few from the list to highlight in brief, but I recommend you take a few minutes & have a look at the full article. What’s interesting to me is that although this is a list about design problems, at its most basic level it’s a list of content problems: where is the content, what words do we use for labels, repetitive content, siloed content, circuitious content.
Unexpected Locations for Content
“When the site structure doesn’t match the users’ mental models of how information should be organized, people are unable to locate what they need.”
I think libraries have been having this conversation on and off for some time. Where does it make sense for us to integrate search or design elements that are commonly experienced in the commercial web? If we can’t, or don’t feel we should, how do we build bridges and provide the necessary information and context?
Competing Links and Categories
“When users can’t clearly distinguish between similar navigational categories or links, they struggle to find the right path to content… If multiple sections or pages could address a specific information need, users must explore each or make their best guess.”
This is why Anne & I send so many polite little notes about small tweaks we’ve made to page titles, and why we encourage you to search within our own site as you are creating new content to see what content already exists & to be able to write unique and informational page/news/event titles.
Islands of Information
“Some sites offer small bits of information scattered around the site, with little or no connection between them. When users find one such island of information without links to other related information, they have no reason to think that another area of the site offers supplementary material… Consider why information is scattered throughout the site, consolidate it as appropriate, and pick the best spot for it.”
We’ve made great strides toward this kind of positive consolidation since we migrated to Drupal in 2014 – we migrated approximately 8500 pages and right now we have about 900 basic pages (plus resources, news/exhibits/events items, subject posts, user profile pages, etc). Across all our content types I estimate that we have approximately 2500 ‘objects’ right now, so that means we’ve made good progress toward pruning and updating our site.
“Even if users can determine the right site location for their information needs, they can still be stymied by unexpected or lengthy workflows. Users should get closer to the information goal as they click through pages. Teams sometimes build pages in isolation and do not consider the route to the content they’ve created.”
The example used in the article was of the NYC.gov site: “Users were frustrated when they selected a link labeled Find a Firehouse only to have to select the differently spelled Find a fire house link on the next page.” Oof. Yes, we do this too, and we are ever on the lookout for this sort of thing. And let’s not even talk about how many clicks it can take to finally get to the full text.
That’s it for now, folks! TGIF and all that stuff. Until next time …
We all have goals. Write that book, run that marathon, build a better mousetrap … start a book club with an umlaut in the title.
Actually, it didn’t have to be a book club. I just LOVE umlauts, and some tiny part of me has been waiting for the chance to shoehorn one into some professional endeavor for years. Lucky you, that time has come!
We’re starting a book club, and we’re calling it DUX BÜX (ahem, that’s ducks boooks, please say it with feeling). We hope you’ll join us. Below, find the brief blurb we’ve shared in our staff newsletter.
I think you’ll really enjoy this book – I know we have. It’s pithy, it’s useful, and, let’s be honest: it has gigantic type and lots of pictures. So there’s no excuse for not showing up having read the first chapter next week.
User experience (UX) encompasses everything related to how people experience the library: how easy it is (or isn’t) to find what you need on the website, signage, customer service, how books are shelved, you name it. Let’s talk about this! To encourage discussion of UX issues throughout the Libraries, DUX is starting a book club, open to all librarians and staff.
Our first book will be How To Make Sense of Any Mess by Abby Covert – freely available online and relatively inexpensive to purchase in print format. (We’ll also have a ‘reserve’ copy – ask us directly at our usual email) This highly readable book will help you understand the field of information architecture, and how to clean up just about any kind of “mess”– whether it’s a hopeless file drawer, a cluttered kitchen, a terrifying tenure dossier, or a website.
Join us monthly for a lively discussion. You bring thoughts and questions, we’ll bring snacks! All meetings are from 12-1p.
September 27th: Chapter 1
October 18th: Chapters 2 & 3
November 15th: Chapters 4 & 5
December 6th: Chapters 6 & 7
Speaking of books, which as a librarian is an occupational hazard, if you’re interested in user experience, think you might be, or just want to look like you are, these two recommended reading lists from UXBooth are chock full of great content.
Can one word change user experience on your website, for better or worse? YES. Think about the labels you experience on websites – and in the non-web world – every day. Most of them are just a word or two, and yet you rely on those words to give you confidence that you know what is going to happen if you take a particular action.
A real world example that has been bugging me for years: The gas station closest to my house has instructions on the gas pumps. After you swipe your credit card, it says to “push start.” THERE IS NO “START.” NOWHERE is there anything that says “START.” There is, however, a button that says “PUSH.” Sure, I can figure out that I’m supposed to push that button, but why on earth not use the word that actually matches up to what you’re looking for? What if someone who isn’t fluent in English tries to use the gas pump? Or, for that matter, a nit-picky word-nerd? Insert “banging head against wall” emoji here. (The more you learn about UX, the more stuff like this drives you crazy… it ain’t pretty, folks.) A good rule of thumb, by the way, is to use a label that relates to “what’s going to happen if you take this action” as opposed to “the method by which you take the action” – “submit request” is a much better label for a button on your website than “click.” (If your user is submitting a request, that is.)
And speaking of “start,” did anyone else attempt to do tech support for less computer-literate coworkers or relatives in the days of Windows 95? “Okay, now to shut down your computer, click the Start button.” WHO COMES UP WITH THIS? THIS DOESN’T EVEN MAKE SENSE! “To stop the thing, click on the thing that starts the thing.” WHAT. And then, when Microsoft did away with the “Start” label and just offered a round buttony thing that does all the things, everyone still called it a “start button” and then they complained when it went away in later versions of Windows – but that’s another story.
On a more local note, a few years ago our department did a little bit of lightweight user testing on some website labels we were considering. We were about to roll out new-and-improved subject pages that would include lists of databases, and we were trying to decide what to call a short list of databases that were the most generally useful within a subject. Start here? Best bets? Core databases? Research starters? Be like Google and call it “I’m feeling lucky”?
I personally thought “best bets” would be a great label. Short, snappy, suggests that you might want to try these first if you’re floundering, without necessarily tying them to a particular point within the research process (you might also find them useful when you’re in the middle of things). Boy, was I wrong. Thank goodness our user testing involved asking some international students, because “best bets” was all but meaningless to many of them. Idiom, people! Plus, who wants to be gambling if they’re using a library website, anyway? (We ended up using “Start here.”)
On a slight tangent: What even is a “database”? What do you call those things? Subscription electronic resources? Library research tools? I’ve heard students call them “specialized search engines” which is technically not accurate, but understanding how our users think about things helps us use friendlier language sometimes. The same brief user interviews that saved us from “best bets” told us that the word “resources,” within the context of a library website, more or less made sense to people. I’ve never been confident that any label we can come up with for those things will make sense to everyone… but you gotta use something. (If you work on a library website, and you’ve come up with a great label that works well for your users, let me know, eh?)
And don’t get me started on “Useful Links.” The day I retire, I’m gonna go through and change all those labels to “Useless Clicky Things,” which is just about as meaningful. …Okay, I’m not. But I’m sure gonna think about it.
More recently, as we were about to go live with a totally redesigned search box that was much more prominent on the Libraries’ home page, we had a long conversation about how to label it. We wanted something welcoming, something that would put the search box in context so you feel like you know how to use it. We thought about “What are you searching for in the library?” Well, there’s a saying that “only librarians like to search – everyone else wants to FIND.” (You know it’s true!) And we didn’t want to set a tone of “you’re going to be searching… and searching… and searching.” Eventually, and after some discussion of the relative merits of “what do you want to find” versus “what would you like to find,” we went with “What would you like to find at the library today?” And we also put “Search…” in the box for those who might be looking for that particular word out of habit.
Which brings me to a fascinating article I just read. The very smart folks who run the GOV.UK website found that pages with buttons labeled “Start now” often ended up with users going around in circles rather than clicking the “start now” button. They observed this behavior in the lab when running tests, and then reviewed usage stats to find out whether the same thing happened “in the wild.” It did, so they set about testing different labeling options, using A/B testing to weigh several options and see which performed best. You can read about their testing methods, and the results they ended up with, in “A/Bsolutely fabulous testing” on the “Inside GOV.UK” blog.
There are so many other examples of this kind of thing. Have you ever seen a confirmation dialog box pop up and been completely uncertain about which option you actually want? (“Do you really want to cancel?” with your choices being “YES” and “CANCEL” is a sad but true example.) Beth Aitman, who’s also in the UK – those wonderful UK word-nerds! – wrote a great article about how to write a confirmation dialog.
This stuff – tiny little bits of text that make a big difference – is called “microcopy.” And it matters. It’s more than just labels and buttons; think about link text – what people click on to go somewhere else. Do they know where they’re going? Does the link make sense to them? What about somebody using a screen reader to access your page – do things make sense to them? Iain Broome (another Brit, it appears!) has a fantastic piece on “How to write good hyperlinks” which I highly, highly recommend. In fact, Broome’s article will help you think through the process of writing other things on the web, not just hyperlinks – that is, if you want to write things that are accessible and understandable to your users. I hope you do.
So yes, I may sometimes spend twenty minutes deciding on the absolute best word for a particular purpose. And I may fuss at you more than you may think is warranted if you have a link that says “click here” on your web page. But this stuff matters. Microcopy is the difference between “Please come in; we’re so happy to see you!” versus “This is a door.” Choosing the right words for your website, especially in places that are crucial decision points for your users, can be the difference between “this sucks!” and “success!”
We here in DUX – and UX folks generally – think a lot about the tools that people use to do their work. As a content strategist, for example, if someone asks me to help them create an FAQ, I will take a step back and help them consider whether an FAQ is really the best tool for the job they are trying to do (in this case, generally leading users to the information they need). In the case of the Libraries’ website, we will ask whether a particular function or piece of content belongs on the public website or whether perhaps the staff Intranet is the best tool for that job.
To be a bit silly about it, just because an HTML tag exists that can make your text bright pink doesn’t mean you should actually USE that tool, right? Unless you have a really, really good reason for doing it.
Anyway, it was with that in mind that I came across this fantastic Powerpoint presentation (three words you won’t often hear right in a row, at least not from me) – “PowerPointless: Digital slideshows are the scourge of higher education” by Rebecca Schuman. If, like me, you’ve spent more hours than you care to count sitting through Powerpoint presentations that involved huge blocks of text on the screen or the presenter’s outline, or sat there while somebody carefully read their entire presentation to you from the screen, you will read this and probably fist-pump and shout “hallelujah!” Okay, maybe you won’t do that, especially if you’re in the library. But you really should click on the link and take a look at this presentation before you create YOUR next presentation, whether you’re planning on using Powerpoint or Prezi or just a stack of notes you scribbled out on old napkins.
ER&L is in its 11th year, and over that time has drawn an increasingly wide range of library attendees, from public, academic and special libraries, and from an array of job roles: electronic resources acquisitions & management folks, certainly, but also other technical services staff as well as public services librarians of all sorts including reference, collections, technology and user experience.
Designing for Digital started as a response to the growing interest in user experience programming at the ER&L conference and has now been an event in its own right for three years.
These are great conferences, with an excellent balance between focused programming and just enough new/different stuff to let you expand and explore a little bit; and the numbers are much more manageable than the larger conferences like ALA, so it allows for great connection-making with other like-minded folks. They also do some scholarship programs, so if this is something of interest put it on your radar for next year. Can I also mention the amazing wifi, coffee and snacks … just sayin’.
One very cool thing I’d like to highlight is that all of the keynote sessions for both conferences were livestreamed and are now archived and freely available at the conference schedule sites (or you can find the links in my posts below). All of the keynote talks were by industry leaders and each was really worthwhile for some new info and inspiration: Dawna Ballard, S. Craig Watkins, Jesse James Garrett (!), Michelle Ha Tucker (formerly of IDEO). Have a look!
Content matters, a lot. People read or don’t read our web sites based on how we structure and present the content. Let’s write so they read it.
“If you build it they will come” only works for ball fields in the movies. General rejection of this approach to library service or application development – go to the users, talk with them, build to bridge gaps and enhance strengths.
Productive collaborations across libraries are going to be key in building the kind of services and tools our users need in the future, at the scale at which they’ll need them.
I wrote up some observations on the content of each conference on my own blog, so feel free to have a look at those posts for more info:
As I was reading Robert S. Taylor’s article, Question-Negotiation and Information Seeking in Libraries*, I drew a lot of parallels between the librarian-patron interactions that he discussed and the human-computer interaction that is important to consider when creating web content and navigation.
Taylor discusses the negotiation process between a librarian and a patron, where a librarian and patron need to ask each other multiple questions to determine the true information need that usually begins as an intangible concept in a patron’s mind. This is generally a great way for patrons to become familiar with library resources and research. However, Taylor also examines the library system which many users choose over asking librarians for help. Back in Taylor’s day (1968), this system referred to the stacks of books and card catalog. In 2015, this library system has expanded to online resources. With our dependence on the omnipresent internet, it has become easier and easier to search for needs without asking others for help.
Because many patrons go directly to the library’s electronic resources, librarians miss out on the opportunity to help patrons find information through a negotiation process where librarians uncover the patron’s explicit research objectives. Therefore, libraries have a new challenge of educating users through electronic help guides. Because person-to-person interaction is lost in this setting, websites have the responsibility of guiding users to beneficial resources. Subject-specific guides, easily findable lists of resources, and help links are a great way to show users how to find library resources. Additionally, Ask a Librarian chat tools provide an outlet for users to ask questions without going to a reference desk.
Because patrons are increasingly using electronic resources to conduct their research, it’s important for libraries to understand patron needs and how they search for library resources. In this way, users can have a pleasant experience in finding their research needs even when they do not visit the physical library or ask librarians for help.
In her Weave UX article, “Improving the Library Homepage through User Research – without a Total Redesign”, Amy Deschenes writes about the usefulness of making continual, small changes to a library’s website based on patron feedback and the results of user testing. Although user testing, feedback, site statistics, and/or heat maps are necessary to consider while completely redesigning a site, website managers can conduct further testing and analysis after a redesign. This can show how new features are being used by patrons and if they are helping a patron find desired information. By determining how a redesign is being used, site managers can make small changes where users can efficiently find information without becoming disoriented by large changes or even noticing that the site has changed.
Since the Summer 2014 Drupal migration, DRS has been making changes to the new Libraries’ site. A heat map revealed where users clicked on the homepage. Feedback from emails and reference desk questions indicated links and labels that were useful or needed to be changed. Google Analytics showed how long users stayed on each page and their navigation. Through this information, we were able to shorten the hompage and prioritize its links so that it is faster to find the footer’s useful information, such as recommended databases and hours.
In December, the ‘Start Your Research’ section in the top left had four subordinate categories to list links by subject. A heat map revealed that the links under the ‘Featured Collections’ and ‘Faculty & Graduate Students’ categories were underused.
Therefore, we got rid of the four categories and reduced the number of ‘Start Your Research’ links to those that are more widely used. We also changed the ‘Resources’ category in the navigation bar to ‘Research Resources’ to indicate that subject guides and databases are found within that category.
By focusing on a few site features, we are able to improve the site’s usability without creating new obstacles for users. As users navigate the updated site, we can use statistics, feedback, and testing to continually improve the site in small ways that are barely noticeable, but helpful.
Transformations: Migrating to a New Model of Web Stewardship
Do you ever feel that although you are charged with running your website, it might actually be running you? We understand. Come and hear the epic tale of how the IU Bloomington Libraries migrated over 8000 pages from a decade-old locally-developed content management system to a shiny new Drupal-powered site by partnering with outside consultants — and, along the way, learned a few things about strategy and governance that are broadly applicable to web redesign or migration projects, small or large.
This session will describe how a small department discovered the secret to making a better web experience for our users lay in thinking holistically and strategically about our web content — in other words, in stewardship. No longer just chasing pages around, we were freed to invest our efforts into crafting a user-centric, sustainable web presence.
Attendees will walk away with new ideas and concrete strategies for prioritizing the end-user’s experience through emphasizing consistency and reducing clutter; introducing library staff to a new way of thinking strategically about web content (content strategy); and providing a more seamless discovery experience.
Many thanks to those who attended! As promised, we’d like to share a few additional readings for those who may be interested in diving a little deeper. And we are happy to answer any additional questions that may arise after the fact – comment on this post, or use the “Contact Us” link above.