My first major assignment in my User Experience Design class was learning how to conduct user research and contextual inquiries. The task was to choose a problem on campus, justify your decision, and conduct interviews that would lead to a solution. I collected artifacts, made observational notes, and created diagrams based on my contextual inquiries.
Project Justification:
I chose to interview users of the McKeldin library, the biggest library on campus. Most students are reluctant to check out books or don’t know how. I decided to give two interviewees the task of searching for a book on the library website, finding the call number, and then finding the physical copy on the shelves. I think it is important for students to have access to books and not feel intimidated or overwhelmed when in the library. I asked two students (one majoring in mechanical engineering and the other in criminology) for their initial input on the library. Then I asked them to complete the task of finding a book and observed their challenges and how they overcame them. Finally, I asked follow-up questions to gauge their reaction to the overall task and what their feelings towards the library were moving forward. This project gave me a hands on understanding of the user experience problems faced by students when checking out books in the library.
Interview Protocol:
Hello, today I am trying to gather information on how students use the McKeldin library, and how they find targeted books. Please feel free to use any resources necessary to help you with this process. I would like to watch as you search on the library website and find a specific book located in McKeldin. I will periodically ask questions that are open ended about your process, and what might be confusing to users of this library.
Junior Mechanical Engineer Interview Questions:
1) How often do you check out books from the library and why?
I have borrowed common text books from the front desk for homework assignments, but I have never taken them out of the library. It has only been temporary.
2) What will be your first steps when looking for a book?
I think they have a computer that you can look them up on, or probably just ask someone at the front desk.
3) What resources will you use if you get stuck or confused when trying to find this book?
Probably the internet because that is the fastest way to look up where you might be able to find something, or I guess any maps that might be posted.
4) Why might you or other students be intimidated by searching for books in this library?
The library is very large and for the most part I don’t think most people know how to check out books. I haven’t done it in a long time and I think it can be pretty intimidating when you don’t have previous knowledge.
**Complete task and take observational notes**
5) What information would have been useful to have when looking for the book?
I think it would have been easier if there was a better map of the floor. The one I was given was misleading in terms of your orientation because it was horizontal when it should have been vertical.
6) Are there signs or resources that would have made this process a lot easier?
Definitely the people at the front desk seem pretty knowledgeable. The librarian knew right away which floor the book would be on. That cut down on a lot of time, so I wasn’t second guessing my decision. At least I knew the book was on the fifth floor. I think it would have been better to have more comprehensive signage on the actual floor because it was hard to figure out which side of the library the book was on.
7) Are you more or less likely to check out a book after completing this task?
I would say more likely because now I know how to do it. I had never really used the library system before, so I feel more confident about my book searching abilities.
8) What would you tell other students about finding books in the McKeldin library after completing this task?
Definitely use the reference desk as a resource. They are here to help us, and they are very beneficial. They can help you find things much faster.
Junior Criminology Major Interview Questions:
1) How often do you check out books from the library and why?
I rarely or never check out books from the library, because I either rent them or buy them online.
2) What will be your first steps when looking for a book?
I will probably go onto the library website and search the title of the book.
3) What resources will you use if you get stuck or confused when trying to find this book?
I will probably go to the front desk for help.
4) Why might you or other students be intimidated by searching for books in this library?
Probably because no one ever tells you how to use the library when you begin school here.
**Complete task and take observational notes**
5) What information would have been useful to have when looking for the book?
The best information would have been what floor the book was on. I didn't know where to start so getting to the right floor was difficult. I would have really liked to see the floor where the book was located on the library website.
6) Are there signs or resources that would have made this process a lot easier?
There were maps that showed where the books were alphabetically. If you don't know how to read a call number it could be very difficult. A guide for how to read a call number would be very helpful and then a map based on those guidelines would have made this process much easier.
7) Are you more or less likely to check out a book after completing this task?
Probably less likely because this was very hard. You want checking out books to be something that is quick and easy. Instead I spent a lot of time walking between floors just searching for one book.
8) What would you tell other students about finding books in the McKeldin library after completing this task?
I would tell other students not to do this on their own. It would have been very beneficial to go straight to the help desk.
Conclusion:
I learned a lot from this project. I found that everyone comes from different backgrounds, with different experiences and challenges. I came from a home with two librarians for parents and I was taught the library system as soon as I could walk, but without that guidance even the first steps of figuring out exactly what you are looking for in a library is hard. Sometimes users don't know what they need, just that they need something. I found that our library system at the University of Maryland needs to take a more simplistic approach and focus on what the students see when walking through the doors: an overwhelming 7 floor library with no easy way to find what they need. College students are proud and asking for help seems like defeat. McKeldin Library needs to be made more user friendly and help students help themselves succeed.