A powerful methodology that is well known and used widely in the business world is 'Jobs-to-be-done'. I have adapted it and been using this approach with libraries. Indeed last week I did a workshop on it at the ELAG conference at Bath University. http://elag2014.org/programme/elag-2014-workshops/k-chad/.
The JTBD approach is very pragmatic and takes a very user focussed stance. It can help to overcome what is a common tendency to get absorbed in *processes* or functionality rather that the actual 'job' the user is trying to get done. So, to oversimplify hugely, users don't want a 'discovery service' they want to get their (for example) assignment done. There are various way to get the assignment 'job' done and a library discovery service *might* be a tool they use...or they might use a non library alternative.
JTDB is both pragmatic and a real challenge to thinking. It can foster a very creative approach to solutions and helps to create a strong user focus. It is used to develop new products and services, review existing ones and to evaluate potential market or non market solutions that are being offered/proposed.
There is more on my website. Eg http://www.kenchadconsulting.com/how-we-can-help/innovation/
Very best
Ken
Ken Chad Consulting Ltd Tel: +44(0)7788727845 http://www.kenchadconsuting.com Twitter: @kenchad
Skype: kenchadconsulting
-----Original Message-----
From: A general library and information science list for news and discussion. [mailto:[log in to unmask]] On Behalf Of Sheila Thomas
Sent: 12 June 2014 08:40
To: [log in to unmask]
Subject: Re: Usability Research
Martin Philip asked:
> At the University of York Library, we're looking at all of our user facing
> systems that are either completely or partially within our control and we're
> specifically interested in these kinds of questions:
>
> Design and Experience: are we providing the right kind of experience for our
> users?
> Discovery: Are users finding what they want? Are resources being used?
> Usability and accessibility: Are our systems accessible in a way that makes
> users make them their first choice for content discovery
> Mobile: Can users access resources on mobiles? What more can we do in this
> area?
>
> Has anyone had success gathering feedback regarding these issues from
> focus groups? Or individual observations? Face to Face or screen/ keystroke
> capture? Is there any other strategy we haven't considered?
>
> As well as looking at the literature we were wondering if anyone have any
> experience of trying to answer these types of question?
I suggest you try [log in to unmask]
- a list that is wholly concerned with usability issues.
--
Sheila Thomas BA MCLIP MWeldI MBCS
Weldasearch Manager
TWI Ltd, Granta Park, CB21 6AL, UK
www.weldasearch.com
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