By Hannah Armitage, Discovery UX Specialist, The University of Melbourne (Hannah.armitage@unimelb.edu.au)
A hot topic of concern around the library sector in recent times is the realisation that people who are generally considered to be ‘digital natives’ are struggling to navigate digital and information landscapes and are, for all intents and purposes, digitally illiterate.
As it stands, this is a complex and multidimensional problem that requires an equally multidimensional solution. However, we can’t start to identify possible solutions until we endeavour to understand who our patrons are, their motivations and frustrations, what they do and why they do it. In short, some user research is required.
Here, I have provided a framework of user profiles that you can use as a template to do your own research into your patron’s digital literacy levels. Just follow the ‘recipe’ I have provided, and it will be as simple as baking a cake.
Ingredients
As for any recipe, you will need to gather all the elements that are essential for this project.
Participants
You will need to recruit 5 to 10 participants from each of the following groups:
- Coursework students; under graduates to postgraduates
- Early researchers; Master and PhD candidates to postdocs
- Researchers; Research Fellows to Professors.
Interview questions
For the user interviews, create a set of questions for each of the user groups.
To get you started, I’ve listed a set of themes to form your questions around.
Who are the users in this group? List questions that extract the nuances of the users within each group.
How does the library feature in their workflow? Find out what their journey looks like and how the library ecosystem fits within their journey. What need does a library resource fill, what task is it helping them to complete?
What resources are they accessing and why? Find out what type of resources they prefer to use and why they prioritise them.
How do they discover and access library resources? Identify the pathways and processes they use to search for and access resources. At what point do they struggle?
Observation prompts
You will be conducting an observation task, so you will need a task prompt to give your participants. The task must ask the participant to show their workflow when searching for and accessing library resources.
Framework profile template
Lastly, you will need the Digital Literacy Assessment framework as a template for your user profiles.
Who: The type of users included in the group and their individualities.
Motivations: Reasons, needs and incentives behind what they’re doing.
Frustrations: Frustrations and any pain points or roadblocks in their process.
Goals: End goals or aims.
Info literacy skills: Levels of – knowledge of systems; discovery skills; resource access; ability to assess the quality of resources.
Characteristics: Levels of – technical skills; motivation; priority of convenience or quality of resources.
Preferred systems: Which systems and platforms they prefer to use.
Preferred format: Which resource format they prefer to use.
Directions:
Step 1 – Data collection
Time to make the batter. Using the ingredients above, conduct your interviews and include the observation task at the end after you’ve asked all your questions.
Step 2 – Sort participants into groups
Put your batter (user data) into four separate cake tins (groups). To do this, review each participant’s data depending on how well they’re able to navigate, find, and access library resources. Next, sort them into either novice, intermediate, advanced, or master users.
Step 3 – Sort data from each group into the template
Put your cakes in the oven. Using the template provided, sort the data from each group into the headings in the template. Once your data is sorted under each heading, summarise each category into one or two sentences or visualise it on a scale or graph.
This will leave you with four separate profiles, each representing a separate stage on your users’ digital literacy journey.
It should look something like this:
Serving suggestions:
The main purpose of this ‘recipe’ is to create a foundation of user insights that initiate further, more targeted projects.
Potential projects include:
- Creating a framework to tailor digital literacy learning materials and teaching plans.
- Identifying and removing barriers to streamline user workflows by making system and service improvements.
- Using quantitative user metrics to measure the impact of strategic initiatives.
These are just some examples of how this user data can be used to improve the digital literacy skills of your patrons. However, the potential is endless and will be defined by the individual needs of your patrons.
Happy baking!