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Library Services Navigation: Improving the Online User Experience
Brian Rennick
Brigham Young University
Library and Information Technology Association Forum
Fort Worth, Texas
November 18, 2016
Acknowledgements
• Grant Zabriskie—concept and design
• Ben Crowder—implementation
Overview
• Major redesign of the website
• Focus on services
• Work in progress (September 2016)
What is a Service?
Anything (public facing) that meets the needs of a user
• Library Materials (both digital and physical, e.g. books or DVDs)
• Material Services (e.g. course reserve or interlibrary loan)
• Equipment and Technology (e.g. iPads or tripods)
• Help and Guidance (e.g. research assistance, computer assistance)
• Locations (e.g. group study rooms, classrooms, help desks)
• Programs (e.g. Friends of the Library)
Usability Study
• When a user does not see what they are looking for on the homepage, they will click on the Services page next
• Effective catch-all phrase
• Other terms: Library Resources, How To
Problems
• Too many services for one page
• Services are hidden on department or program pages
• Inconsistent design, organization, and voice
• Maintenance
Identifying Services
• Matrix of services and user types
• Relationships between services
Framework
• Service Areas (similar to departments)
• Service Points (similar to locations/places)
• Programs
• Individual Services
AreaArea
Point
S
SS
Program
Point
S
S
S
Point
S
SS
Point
S
S S
S
Humanities
Help Desk
Auditorium
Computer Lab
Computers
Printers
Study Rooms
Study Space
White Board
Dry Erase
Markers
Research
Help
Gallery 1
Art
Film Showings
Lectures
Gallery 2
Art
Gallery 3
Art
Subject Guides
Research
Help
Librarians
Research
Help
Art in the
Library
English
Reading
Series
Doc.
Film
Series
Computer Lab
Computers
Printers
Study Rooms
Study Space
White Board
Templates
• Configuration stored in a database
• Generate service pages using templates
• Templates consist of information modules
Template ModulesModule Description
Overview A concise list of the main features
Call to Action A prominent link to the primary action (e.g., Reserve a study room)
Frequently Asked Questions Pulled in from LibAnswers
Blog Highlight Display the latest blog post
Additional Resources Helpful but tangential resources
Related Services Encourage exploration and discovery of related services
Common Menus
• Location
• Contact
• Hours
Additional Service Attributes
• Categories
• Background image
• Logo image
• Featured
Benefits
• Replaces some websites
• Consistent look
• Maintainable
• Discoverability of services
• API allows integration with federated search