Guardienne of the Tomes

Access 2018 Conference User Experience (UX) at McGill: Case Studies in Applied User Research Ekaterina Grguric User experience is primary role, also supports website and service design. Serves as consultant within library as well as with others doing user research in context of specific services, also trains on best research practices. UX as concept and methods are not new at McGill, because UX shares a toolkit with assessment, communications, etc. UX as operational and UX as project based. Notion of ongoing service improvement. Doesn't seek REB/IRB for most projects so can quickly set up usability. (REB doesn't inherently make something ethical, remember.) Toolbox model of UX - sum of many methods. Can ease, simplify, clarify, build consensus around an approach. Provide a check for assumptions we may or may not be aware of. Bringing UX doesn't have to be expensive. Not listed to before/after a project lifecycle, UX methodologies can be brought in at many stages. Trad...

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...