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Evaluation of end user services offered through the web

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Information about Evaluation of end user services offered through the web

Published on April 17, 2008

Author: janisz

Source: slideshare.net

Description

Workshop 2 Report
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Evaluation of end user services offered through the web Workshop 2, ELAG 2008

Participants Maja Zumer Irene Weerman Janis Ziedins ELAG 2008, Workshop 2

Maja Zumer

Irene Weerman

Janis Ziedins

Evaluation ELAG 2008, Workshop 2

e valuation is a continuous process, before, after and during (user centered) design e valuation should be part of the budget ELAG 2008, Workshop 2

e valuation is a continuous process, before, after and during (user centered) design

e valuation should be part of the budget

f irst know your mission and your users, what should you accomplish with your site and for whom ELAG 2008, Workshop 2

f irst know your mission and your users, what should you accomplish with your site and for whom

s tudy general needs and expectations e valuate a prototype ELAG 2008, Workshop 2

s tudy general needs and expectations

e valuate a prototype

Tools ELAG 2008, Workshop 2

With your users f ocus groups u ser interviews and surveys user observation, think aloud, post searching interview measure user satisfaction investigate what the user knows about the service try to get a representative sample r eward participants t ry to attract potential users by going outside of your library ELAG 2008, Workshop 2

f ocus groups

u ser interviews and surveys

user observation, think aloud, post searching interview

measure user satisfaction

investigate what the user knows about the service

try to get a representative sample

r eward participants

t ry to attract potential users by going outside of your library

Problems d ifferent users experience different things as user friendly s ee a variety of users   a sking about desired services will not mean that these services will be used. q uick try-outs on the web (measure use and reaction) ELAG 2008, Workshop 2

d ifferent users experience different things as user friendly

s ee a variety of users

 

a sking about desired services will not mean that these services will be used.

q uick try-outs on the web (measure use and reaction)

By yourself (without your users) a nalyze possible problem areas by ELAG 2008, Workshop 2

a nalyze possible problem areas by

Analyzing log files frequency of page views paths followed through site domains users come from search terms they use type of searching 0 hits boolean operators used indexes used results that are viewed how long they search do they modify their search ELAG 2008, Workshop 2

frequency of page views

paths followed through site

domains users come from

search terms they use

type of searching

0 hits

boolean operators used

indexes used

results that are viewed

how long they search

do they modify their search

y ou see what they do but you don’t see why and you don’t see whether they (users) are happy ELAG 2008, Workshop 2

y ou see what they do but you don’t see why and you don’t see whether they (users) are happy

e valuating your site against existing guidelines (e.g . user friendliness) comparing your website with websites from other fields (e.g. business sites) ELAG 2008, Workshop 2

e valuating your site against existing guidelines (e.g . user friendliness)

comparing your website with websites from other fields (e.g. business sites)

How can you get more response from users ? e ncourage comments, both positive and negative and show that you act on them a dvertise new features ELAG 2008, Workshop 2

e ncourage comments, both positive and negative

and show that you act on them

a dvertise new features

Start with http://www.usability.gov/pdfs/guidelines.html ELAG 2008, Workshop 2

http://www.usability.gov/pdfs/guidelines.html

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