Improving navigation for borrowing technology
A usability testing case study
Overview
In summer 2022, the UX team was involved in redesigning the webpages for the University of Arizona Libraries tech lending program. In this project, I worked with the UX team to optimize the UX design of the Borrow Technology pages so that users could easily find and reserve tech items.
The Borrow Technology landing page as it appeared in usability tests. Our team tested whether students would notice the eligibility labels and “reserve” call-to-action buttons.
Our goal
To identify and resolve any issues with the UX design or UX writing that would prevent users from easily finding and reserving devices
My role
UX researcher
Collaborators
UX researcher, UX designer, content strategist
Core skills
• usability testing
• survey design
• survey design
Method
We usability tested a prototype in the library lobby on a weekday afternoon. Six students, staff, and community members who were visiting the library participated in the usability study.
Research questions:
• Can users locate a specific device and reserve it for checkout?
• Can users determine who is allowed to check out specific devices?
• Can users filter devices (e.g. by pickup location)?
• Can users navigate back and forth between pages using breadcrumbs?
• Can users determine who is allowed to check out specific devices?
• Can users filter devices (e.g. by pickup location)?
• Can users navigate back and forth between pages using breadcrumbs?
Me (left) conducting a usability test with a graduate student (right) in the library lobby. (Used with permission.)
Cards for device categories as they appeared in usability tests. We tested how users would look for specific items within categories.
A reservation page as it appeared in usability tests. We tested whether users would be able to complete the reservation user flow and then navigate back to the main page using the breadcrumbs at the top of the page.
Findings and insights
The findings led to three major insights:
• Many users relied on images to navigate the site. Featured items that were displayed at the top of the page were easier for users to find. → It is important for images on the site to clearly depict items and categories. Optimally, there should be one image to represent each category.
• Some text features of the site were not visible enough for users to notice them. Many users tried to search for items rather than looking for them within a category. → The search bar and filtering options need to be prominently displayed in order for users to notice and use them.
• Category cards listed the number of types of devices in each category, which was confusing or distracting for participants. → Users do not need to know how many devices are in each category. Instead, the category cards should provide information that will be more meaningful to users, such as a description of the category.
Before and after:
Before: The category has a generic name, and the caption shows the number of devices in this category.
After: The category name is more specific and the caption lists the types of devices it includes.
Implementation
Insights from the usability tests led us to provide a description for each category and informed slight changes to the design of the search box and filtering options.
Cards for device categories in the HiFi prototype, showing the new category names and device descriptions. Learn more about how we named the categories in my card sort case study.
To follow up on the usability test, I developed a brief usability survey that students could access after reserving an item. The survey will be deployed in a later release and will help the UX team to discover any remaining issues with the reservation user flow.
Outcomes
The Borrow Technology pages went live in beta release in July 2022.
During the first week of the 2022-23 school year, we observed the following outcomes:
• Unique page views for the Borrow Technology pages increased 61% from the same period during the previous year.
• The number of items loaned increased 64% compared to the same period during the previous year.
• Bookings for laptops, the most popular type of technology, increased 59% compared to the same period during the previous year.
• 12% of items checked out were reserved in advance using the new reservation system.
• The number of items loaned increased 64% compared to the same period during the previous year.
• Bookings for laptops, the most popular type of technology, increased 59% compared to the same period during the previous year.
• 12% of items checked out were reserved in advance using the new reservation system.
The UX team is continuing to work on updates to the Borrow Technology pages.
