Access 2017 Conference Day 2 Notes Sessions 1-3 #accessYXE
Session 1: The UX of Online Help - Ruby Warren About 2015-16, web redesign. Back to basics - usability testing was already done, but it was a more fundamental issue. Did interviews about library's website with different user groups - UG, grad students, faculty, regional folks. What they go for, what they do, when it happens. Only when they have a problem that needs fixing and they cannot wait anymore (midnight, weekends, weekend midnights). Needed asynchronous help option. Internally called Help Hub - series of 55 videos and text tutorials arranged according to usergroup (U of Manitoba Libs) built in LibGuides. Usergroup appropriate language. After 8 months, do they use it? Everybody hates new things. Yes, they did. Spike in September, usage follows pattern of academic year. They're going to it, but does it work? 9 usability tests (high) - ensuring users can get to help area, navigating to tutorials should be intuitive, language makes sense; 35 interviews (12 currently comp...