What words and where? Applying usability testing techniques to name a new live reference service
Date
2004
Authors
Duncan, Vicky
Fichter, Darlene
Journal Title
Journal ISSN
Volume Title
Publisher
Journal of the Medical Library Association
ORCID
Type
Article
Refereed Paper
Refereed Paper
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Abstract
Objective: A user-focused design approach was taken to develop a new
‘‘live reference’’ service at the Health Sciences Library, University of
Saskatchewan. The name of the service, the placement of the links, and
the design of a graphical button were seen as key elements in creating
service awareness and its subsequent use.
Methods: To ensure library users recognized and understood the label
for the new service, selected library users were given an opportunity to
choose a phrase that would best describe the service. The top two
preferred phrases were then placed on the library Web pages as text
and graphic images for further testing. Some pages had links in
multiple locations to determine which placement worked best. Taskbased
usability testing was carried out with participants who were
unaware of the new service. Participants were observed as they
completed seven Website tasks arranged in increasing levels of
difficulty to see whether they would notice the live reference service
and seek assistance.
Results: The high level of recognition and use of the service indicate
that the label name and link placement were effective with library
Website users.
Conclusions: Using user-centered design methodology helped ensure
that the new live reference service was visible and used and
demonstrated the effectiveness of the user-centered design approach for
adding new services to an existing Website.
Description
By Vicky.Duncan@usask.ca
Information Services Librarian, and
Darlene M. Fichter, BA, MLS
Darlene.Fichter@usask.ca
Data Library Coordinator -
Health Sciences and Main Library
University of Saskatchewan
107 Wiggins Road
Saskatoon, Saskatchewan S7N 5E5
Canada
Objective:
Keywords
Citation
92(2) April 2004
Degree
Department
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Committee
Citation
92(2) April 2004