Transcript Enlisting in the Help Patrol Jerilyn Veldof University of Minnesota (Twin Cities)

Enlisting in the Help Patrol
Jerilyn Veldof
University of Minnesota
(Twin Cities)
[email protected]
Designer
System
User
It’s the 21st century.
Do you know who your users are?
User Types
Do it Myself’ers
Help!
I need
somebody!
Hope and
anticipation
Research
Process
(the sad story)
Fail Point
Fail Point
Where interrupt
this process?
SAFETY
NET
Fail Point
Crash &
Burn
What is usability?
Why Poor Design?
Seeing & Hearing Problems
Usability
Testing
Observing a handful
of users and
seeing where they
run into trouble.
Jakob Nielsen
Problems
Possible
Solutions
Invisible service
in your face, when
you need it
Slow speeds
Diversions and multitasking opportunities
Powerlessness
Scripts for filling in
boxes, etc. during cobrowse
Blind Spots
Size, color, boxing…
Library Home Page
Library 3rd, 4th, etc. Level
Entrance
to digital
reference
Digital Reference
Task Completion
Chat Follow-up
Testing for Usability
Library 2nd Level Pages
Become a usability
Activist!