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Student attitudes towards mobile library services for Smartphones
Lorraine Paterson & Boon LowNational e-Science Centre, University of EdinburghScottish Usability Professionals Association15th March 2011
Presentation outline
Introduction to UX2 and AquaBrowser Projects • What has happened in the last 12 months
Mobile library services research methods• Surveys• Focus groups
Findings Recommendations Reflections Future research: mobile usability testing
15/03/11 Usability and Contemporary User Experience in Digital Libraries
JISC Projects
Usability and Contemporary User Experience in Digital Libraries • Pilot project funded by Joint Information Systems Committee • Duration: April 2009 – March 2011 • Aim: to undertake research and development to enhance user
experience of a digital library• Approach: technological development based on usability
testing and digital library evaluation• Technology: an existing digital library (UX2 Digital Library)
based on a variety of open source software.
Usability and Contemporary User Experience in Digital Libraries15/03/11
UX2 in the Last 12 Months• Development of faceted search infrastructure and library UI
prototypes: web and mobile use scenarios .• Evaluation of the UI prototypes through usability testing.• AquaBrowserUX case study
– Evaluated existing digital library service at the university– Created library personas for use in future digital library development– Usability and usefulness of service
15/03/11 Usability and Contemporary User Experience in Digital Libraries
Mobile Library Services• Previous research has shown that in 2009, 55% of students
were in favour of being able to access the library catalogue from their mobile phones (1)
• A recent University survey in March 2010 revealed that 49% students own a smartphone and 50% students access email and Facebook through their mobile several times a day (2)
• Aim of our research: – To uncover the scope of mobile services students would
find useful, with particular attention to library services.
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1. Mills, K., (2009), M-Libraries: Information use on the move. Arcadia Programme. http://arcadiaproject.lib.cam.ac.uk/docs/M-Libraries_report.pdf 2. http://www.projects.ed.ac.uk/areas/itservices/integrated/ITS045/Other_documents/MobileSurvey2010.shtml
Mobile Library Services• Edinburgh University is currently developing a mobile native
application (App) for campus-wide services• The service includes: library account, campus maps, guides,
course information, exam & course timetables etc.• Expected roll-out of the App is end of May 2011• Mobile Campus project is running independently to UX2 but
we are attempting to collaborate wherever possible and share findings to feed back to developers
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Method• Picking up from the University survey in March 2010 – ran a
similar survey among students – Aim of survey was to compare findings with previous survey – Also to capture more information on library specific services– Sent out email invite to all students & added news item to Uni Portal– 1,716 students participated over two week period in November 2010
• Focus groups– Invited 12 students (undergrad and post-grad) who completed survey
to discuss mobile library services in January 2011– Aim: to glean more qualitative information not derived from survey
which was predominantly quantitative data– User stories exercise was also used
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Survey Questions• Mobile manufacturer (e.g. iPhone, Blackberry, Palm, HTC)• Ownership of Smartphone
– “A mobile phone with touch screen and/or QWERTY keyboard you use for email and the Web (using a full Web browser such as IE, Safari, or Chrome, and downloadable applications).” (Apple survey)
• Internet access on mobile device• Frequency of different Internet based activities on mobile
device• Location where said activities take place• Mobile library services previously accessed on mobile• Usefulness of different library services on mobile device
Usability and Contemporary User Experience in Digital Libraries15/03/11
Focus Groups• Two groups of 6, undergraduates and post graduates• All Smartphone owners with sufficient internet access • Variety of Smartphone owners including iPhone, Blackberry,
Samsung, Palm and Sony Ericsson.• Focus group was split into two halves:
– 1.5 hours for each group– User stories exercise: 35 minutes (led by Boon)– Discussion on existing mobile library websites: 45 minutes (myself)
• Existing library websites examined were:– International: North Carolina State University Library (NCSU)– European: Amsterdam University Library– UK: Cambridge University Library (CamLib)
Usability and Contemporary User Experience in Digital Libraries15/03/11
User Stories Exercise• Based on agile user stories – abstraction of system aspects
valuable to the users (story cards)• Aim:
– Warm-up, engage students focus on university and library use contexts – Gathering user stories of a mobile app.
• Design:– Modified format of story writing workshop common in agile methods– 3 quick drills
Usability and Contemporary User Experience in Digital Libraries15/03/11
User Stories Exercise
1. Select and rank 3 (out of 5) concept designs from Edinburgh University mobile app development
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User Stories Exercise
1. Select and rank 3 (out of 5) concept designs from Edinburgh University mobile app development
2. Mobile campus context: “the Uni is designing a mobile app, you are helping with the design. Imagine you are in the university campus or at home”– Write 3 user stories individually (template given)
“As a university student, I want to <…...goal/task……> , so that I <…….reason……….>”
Usability and Contemporary User Experience in Digital Libraries15/03/11
User Stories Exercise
3. Mobile library context: “the Uni is designing a library mobile app, you are helping with the design. Imagine you are in a university library building or at home”– Write user stories individually (template given)
• Students then rank and group the user stories – stick them on 3 flipchart boards (ranking 1 – 3 )
• Group discussion based on the user stories• Limitation: no group sorting, limited discussions
Usability and Contemporary User Experience in Digital Libraries15/03/11
Survey Respondents
44.1%
55.9%
0.0% 10.0% 20.0% 30.0% 40.0% 50.0% 60.0%
Male:
Female:
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Survey Respondents
66.10%
17.7%
16.2%Undergraduate:
Postgraduate (Taught):
Postgraduate (Research):
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Survey Respondents Age
0% 10% 20% 30% 40% 50% 60%
19 or under:
20-25:
26-34:
35-42:
43-50:
51-60:
>60:
Usability and Contemporary User Experience in Digital Libraries15/03/11
Internet access
39.7%
34.3%
10.1%
15.9% I have a contract that gives me unlimited access: I have a contract that is limited, but is sufficient for my needs: I would like to use more but my contract stops me from doing so: I don't have internet access at all:
Usability and Contemporary User Experience in Digital Libraries15/03/11
Survey respondents
Usability and Contemporary User Experience in Digital Libraries15/03/11
Survey respondents
Usability and Contemporary User Experience in Digital Libraries15/03/11
Mobile Handsets Owned
0.1%
0.1%
0.3%
1.0%
1.3%
2.0%
3.3%
3.9%
5.9%
7.0%
7.4%
9.0%
9.9%
13.5%
15.3%
20.0%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0%
Acer:
Toshiba:
Alcatel:
Vodafone:
T-Mobile:
3
LG:
Other (please specify):
Apple iPhone 3G:
Apple iPhone 4:
HTC:
Apple iPhone 3G S:
Sony Ericsson:
BlackBerry:
Samsung:
Nokia:
= 21.9%
Usability and Contemporary User Experience in Digital Libraries15/03/11
Smartphones by Brand
0
50
100
150
200
250
300
350
Not sure
No
Yes
Usability and Contemporary User Experience in Digital Libraries15/03/11
Mobile Habits
0% 20% 40% 60% 80% 100%
Looked at a website
Checked email
Downloaded or updated a mobile application (app)
Listened to streaming music
Checked bus/rail timetables
Used maps to navigate while on the move
Downloaded media content
Used social networking sites
Posted a photo to photo sharing website
Figure 2: Frequency of internet based activities accessed using mobile handset
Several times/day
Daily
Occasionally
Rarely
NeverX
X
X
Usability and Contemporary User Experience in Digital Libraries15/03/11
Mobile Habits
• Library is a common location for mobile use. An opportunity to develop services useful to students physically in library in addition to services which are focused on remote use.
0
100
200
300
400
500
600
700
800
900
1000
Location of mobile activities
Looked at a website
Checked email
Used social networking sites
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Mobile Library Habits
861
568
436
282
262
232
200
155
104
60
60
0 100 200 300 400 500 600 700 800 900 1000
None of these:
View library hours:
Search library catalogue:
Renew your library items:
Search library databases:
Locate a shelfmark:
View library contact information:
View library maps:
Request an item currently on loan in library:
Find out about library events:
Other (please specify):
Usability and Contemporary User Experience in Digital Libraries15/03/11
Usefulness of mobile library services
• Students were asked to rate how useful different library services would be on a mobile.
• Given a 5 point Likert scale from ‘Very useful’ to ‘Not at all useful.’
• Top ranked as ‘Very useful’ or ‘Generally Useful’:1. View library account (93%)2. Search library catalogue (93%)3. Reserve items on loan (90%)4. Search library databases, e.g. E-journals (89%)5. Locate a shelf mark (87%)
Usability and Contemporary User Experience in Digital Libraries15/03/11
Usefulness of mobile library services
• Bottom ranked (‘Not at all useful’ or ‘Not very useful’)1. Rate and review items from library (51%)2. Share items that you’ve found and/or read in the library and think
others will find useful (48%)3. Read reviews other have left on items in the library (46%)4. Friend locator – see where friends are in the library and contact
them to meet up (45%)5. Library statistics i.e. Top books in each category and popular
searches (42%)
Usability and Contemporary User Experience in Digital Libraries15/03/11
Summary• Unsurprisingly, mobile activities took place in many locations• Clear that students currently do not access mobile library
services – not optimised for mobile devices yet• Desire among students to access their library account, search
for items in the library, locate them and reserve items on loan using their mobile– Possibly because these are the main tasks students undertake at the
library and therefore the most important to them• Less useful services to review/rate items, share information
with friends or access top searches/books
Usability and Contemporary User Experience in Digital Libraries15/03/11
Focus Groups• User stories exercise (no. 1): branding (mobile app
logo/splash) preference: Concept 1 most popular.. Concept 2 • Students asked if the design were real, assured the results will
be used; design improvement suggested
User Stories Exercise
1. Select and rank 3 (out of 5) concept designs from Edinburgh University mobile app development
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Focus Groups• User stories exercise (no. 2, 3): 67 user stories collected• First ranked categories of user stories:
– Library catalogue services (14 stories)– e-Learning (3)– Other (5): network access, check email, report fault
• All categories of user stories: – Library catalogue services (28)– e-Learning (12)– Campus life: (11)– Library spaces: (7)– Other (9): print credit top up, print from mobile, virtual matric card
Usability and Contemporary User Experience in Digital Libraries15/03/11
Library user stories Access the library catalogue
so that I can check book locations and availability on
the move, and reserve, renew books (in the library +
elsewhere)
Access the library catalogue so that I can check book
locations and availability on the move, and reserve, renew
books (in the library + elsewhere)
Be able to scan the barcode with my camera
so that I can review books or check out books from
the library
Be able to scan the barcode with my camera
so that I can review books or check out books from
the library
Renew books immediately on the go so that I can do it on the go
Renew books immediately on the go so that I can do it on the go
Receive notifications on my blackberry when resources are due to expire so that I don't forget to return or
renew them.
Receive notifications on my blackberry when resources are due to expire so that I don't forget to return or
renew them.
Place request on unavailable books on my
mobile so that I don't have to ring the help desk
Place request on unavailable books on my
mobile so that I don't have to ring the help desk
Usability and Contemporary User Experience in Digital Libraries
Library spaces user stories
Check the availability of private learning spaces e.g.
study pods so that I can plan my trip in advance
Check the availability of private learning spaces e.g.
study pods so that I can plan my trip in advance
Know what desk/PC space is available so that I don't have to go all the way to the top floor only to find
out there are no seats
Know what desk/PC space is available so that I don't have to go all the way to the top floor only to find
out there are no seats
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Library spaces user stories
Check the availability of private learning spaces e.g.
study pods so that I can plan my trip in advance
Check the availability of private learning spaces e.g.
study pods so that I can plan my trip in advance
Know what desk/PC space is available so that I don't have to go all the way to the top floor only to find
out there are no seats
Know what desk/PC space is available so that I don't have to go all the way to the top floor only to find
out there are no seats
Check the shelfmark of books so that I know where to go to find
straight away
Check the shelfmark of books so that I know where to go to find
straight away
Able to see an interactive map which will direct me to the book I am looking
for
Able to see an interactive map which will direct me to the book I am looking
for
I want to see floor plans, shelfmark map and subject
guides so that I can see where to go for relevant material
I want to see floor plans, shelfmark map and subject
guides so that I can see where to go for relevant material
Usability and Contemporary User Experience in Digital Libraries
Usability and Contemporary User Experience in Digital Libraries
Campus life user storiesBe able to access a
streamlined version of MyEd so that I can check the
information on it
Be able to access a streamlined version of MyEd
so that I can check the information on it
Be able to consult interactive map so that I can find buildings easily
(on campus)
Be able to consult interactive map so that I can find buildings easily
(on campus)
“What's On” calendar on EUSA live so that I have
instant access to information without
having to use a computer
“What's On” calendar on EUSA live so that I have
instant access to information without
having to use a computer
Find out about seminars and lectures free to attend so that I can find out what is relevant to my studies
Find out about seminars and lectures free to attend so that I can find out what is relevant to my studies
Find out what university & society events are on so I
make full use of what is on offer as a student
Find out what university & society events are on so I
make full use of what is on offer as a student
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North Caroline State University• Students liked the ‘iPhone’ style interface• However, it displayed differently on some
mobiles (Blackberry & Sony Ericsson)• Participants felt that computer availability,
group finder and reservation services were really useful
• Navigation was easy with a clear ‘home’ icon on every page
• Webcam feature was novel but created mixed reactions (privacy issues)
Usability and Contemporary User Experience in Digital Libraries15/03/11
Amsterdam University Library• Simple interface, apparently less fancy• Priority of services listed considered unusual
e.g. twitter above PC availability• Not as many useful services as NCSU website• Liked identification of pages not optimised
for mobile devices• This website was done on a small budget
with a small team so is a great achievement
Usability and Contemporary User Experience in Digital Libraries15/03/11
Cambridge Library (CamLib)• Overall the website least liked by participants• Liked the availability of library account• Also liked to be able to build list and email it
to themselves for future reference• Advanced search was limited to just locations• Search results often had duplications when
location was not set (large insitution)• Students liked the availability of thumbnail
images in results
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Findings• Students want a streamlined search service on their mobile
but still the ability to search by author/title/subject• Currently students are not accessing library services on their
mobile, possibly because some features are not yet available e.g. Reserve item on loan, view library map
• The shelf mark of items was important to students suggesting mobile use in library as well as remotely
• Students stated that they often need to access reading material before lectures – suggesting there is potential for mobile library services
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Conclusions• Ownership of smartphones is rising rapidly which is confirmation of
something already suspected• This evidence confirms that critical mass has been achieved. This provides
a strong case for libraries to consider developing mobile services• “Students are adopting the mobile Internet in ways we would expect for a
maturing technology, with an increase in power users and a decrease in nonusers from 2009 to 2010” (1)
“The challenge academic libraries face is to create compelling informationservices and digital content available in a way that the user community willfind not only acceptable, but tailored to their needs” (2)
Usability and Contemporary User Experience in Digital Libraries15/03/11
1. Smith, S.D., Caruso, J. (2010), “The ECAR study of undergraduate students and information technology, 2010”, EDUCAUSE Centre for Applied Research, Boulder, CO2. Lippincott, J.K., (2010), “A mobile future for academic libraries”, Reference Services Review, 38(2), 205-213
Recommendations• Provide account access so that users can check due dates,
renew items and even reserve items where possible• Provide a streamlined OPAC which allows users to search
items in the library effectively on the move• Provide floor plans and maps of each library as they help
users navigate libraries and locate items easily• Ensure access to live library information including PC
availability within the building • A booking system that allows users to make and amend
library room bookings
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Reflections• Survey would have benefitted from a more rigorous pilot test
– There were several areas of improvement e.g. excluding questions from respondents who don’t have smartphone or internet access on their mobile
– Clearer wording of some library services which crossed over e.g. view library maps and locations using GPS library tracking
• Ask participants to rate services in focus groups for clearer comparison
• Also run more focus groups to gather feedback from larger sample and a variety of smartphones
• Timing of project prevented evaluation of university campus app which will be launched in May
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Mobile usability testing
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• Mobile testing has just been conducted on UX2 mobile prototype digital library
• Aimed at understanding how participants find searching for items on a smaller screen
• How easy is the website to navigate on a mobile
• How useful are the features/services provided
Usability and Contemporary User Experience in Digital Libraries
Thank you
Web/blogs: http://ux2.nesc.ed.ac.uk Project wikis: http://bit.ly/ux2wiki Twitter: http://twitter.com/ux2
Lorraine Paterson Boon Low [email protected] [email protected]@lorraine_p @boonious
15/03/11 Usability and Contemporary User Experience in Digital Libraries