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![Page 1: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/1.jpg)
Looking for Trouble:The Role of User Research in Discovering & Solving Problems
Thomas Crichlow, User Experience Project Manager, Duke University Libraries
Emily Daly, Head of User Experience Department, Duke University Libraries
Adrienne Lai, Emerging Technologies Services Librarian, NCSU Libraries
TRLN Annual Meeting | July 22, 2013
![Page 2: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/2.jpg)
User Experience Department
• Department:o some Public Services
staffo Learning Commonso Web team
• Emphasis on "cross-channel" user experience
![Page 3: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/3.jpg)
User Research Team
• User Research Team – cross-departmental membership
• Aim is to gather feedback from users
• Purpose is to improve services
Image from www.walkingpaper.org
![Page 4: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/4.jpg)
A lightweight approach
• Regular program of usability testing
• Small sample size
• Model: Test, View together, Debrief
![Page 5: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/5.jpg)
Monthly usability testing
• Client-based program
• Worked with clients from six different departments across the Libraries
• Participants in usability tests are compensated for their time
![Page 6: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/6.jpg)
UX Department
• Charged to improve users’ experience of library services and spaces, both physical and virtual
• Part of Collections & User Services
• Encourage others to submit project ideas
![Page 7: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/7.jpg)
WebX Team
![Page 8: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/8.jpg)
Vision & implementation
• Consider & prioritize web projects
• Serve as sounding board for process & designs
• Gather user feedback
• Research future possibilities
![Page 9: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/9.jpg)
Examples
![Page 10: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/10.jpg)
Virtual Browse touch-screen kiosk
Examples – New projects
![Page 11: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/11.jpg)
Examples – New projects
My #HuntLibrary
![Page 12: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/12.jpg)
Examples – New projects
How would you feel if one of your Instagram photos were selected by the library to be kept as a permanent record of what students did in 2013?
I would be so excited. For me, I think it would be better than winning an iPad.
![Page 13: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/13.jpg)
Examples – New spaces
1st Floor
4th Floor
![Page 14: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/14.jpg)
Examples – New spaces
![Page 15: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/15.jpg)
New perspectives
![Page 16: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/16.jpg)
Taking action
![Page 17: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/17.jpg)
Examples
![Page 18: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/18.jpg)
Examples - Web Redesign
• Observed Usability Testing• Search Term Analysis• Online Reverse Card Sort• Online Surveys• Feedback Sessions
![Page 19: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/19.jpg)
Observed Usability Testing
Source: Steve KrugRocket Surgery Made Easy
![Page 20: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/20.jpg)
Search Term Analysis
• Five people analyzed data from the 250 most frequently used search terms.
![Page 21: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/21.jpg)
Online Reverse Card Sort
![Page 22: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/22.jpg)
Online Surveys
• Open Questions about likes/dislikes• A / B / C testing of "Catalog" Terms• Testing of Wireframe designs of web pages
![Page 23: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/23.jpg)
Feedback Sessions
![Page 24: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/24.jpg)
Examples - UX projects
• Carrel and locker use & request process
• Graduate Student Reading Room
• Food-free zones
• Digital signage & wayfinding kiosks
![Page 25: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/25.jpg)
Lessons learned
![Page 26: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/26.jpg)
User research can involve significant up-front work
Challenges & Recommendations
![Page 27: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/27.jpg)
User research can involve significant up-front work
Take the opportunity to invest in infrastructure and build expertise
Challenges & Recommendations
![Page 28: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/28.jpg)
How do you decide what to study?
Challenges & Recommendations
![Page 29: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/29.jpg)
How do you decide what to study?
Beware of scope creep - concentrate on what’s fixable and commit to iterative design
Challenges & Recommendations
![Page 30: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/30.jpg)
How valid are the results of usability testing?
Challenges & Recommendations
![Page 31: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/31.jpg)
How valid are the results of usability testing?
Take the results with a grain of salt and triangulate when possible
Challenges & Recommendations
![Page 32: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/32.jpg)
Challenges & Recommendations
Writing research reports is really time-consuming
![Page 33: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/33.jpg)
Challenges & Recommendations
Writing research reports is really time-consuming
Only produce as much documentation as is necessary
![Page 34: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/34.jpg)
Challenges & Recommendations
How do you get buy-in from staff?
![Page 35: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/35.jpg)
Challenges & Recommendations
How do you get buy-in from staff?
Make it easy for people to participate, emphasize co-ownership & keep senior decision-makers informed
![Page 36: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/36.jpg)
Thanks for listening!
Thomas Crichlow, [email protected]
Emily Daly, [email protected]
Adrienne Lai, [email protected]
![Page 37: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/37.jpg)
The Storified WebsiteHow Patrons Told Our Story
Mike Nutt, Digital Media LibrarianCharlie Morris, Web Development Librarian
![Page 38: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/38.jpg)
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![Page 40: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/40.jpg)
#DHHILL on Instagram
![Page 41: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/41.jpg)
News article
A post from our blog
Instagram photo
Tweet
![Page 42: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/42.jpg)
lib.ncsu.edu/huntlibrary
THEN
![Page 43: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/43.jpg)
lib.ncsu.edu/huntlibrary
NOW
![Page 44: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/44.jpg)
Voice
![Page 45: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/45.jpg)
Delight
http://flic.kr/p/c54Sj5
![Page 46: Looking for Trouble: The Role of User Research in Discovering & Solving Problems Thomas Crichlow, User Experience Project Manager, Duke University Libraries.](https://reader037.fdocuments.us/reader037/viewer/2022103111/5517048155034603568b50de/html5/thumbnails/46.jpg)
CuratingViral Website Publicity
Customer ServiceUnexpected Things
go.ncsu.edu/[email protected]
MORE!