To help understand why the Library Laptop Loan Service had performed poorly in the 2016 IS Student Survey, a User Experience analysis was carried at the end of February to measure the service. The findings were combined with data from the LMS (Voyager), Library Support Desk enquiries, and technical information provided by User Platforms.
The UX analysis was designed by Angela Groth-Seary, Jon Peacock, Clare Bristow, and James Thompson. We agreed that a user journey based approach would be most appropriate.
The baseline measuring and UX exercise were carried out over a two week period between 20/02/2017 and 05/03/2017.
To evaluate how the users feel when using the service, a User Journey survey was compiled and users were asked to complete this when using the laptops. The form was inserted between the screen and keyboard of each laptop twice over the two week period, and the surveys were also available next to the loan cabinets. 16 students responded.
The form asked students to tick how they feel (happy, neutral, unhappy) during five occasions when using the service; borrowing the laptop, logging onto the laptop, using the laptop, logging off the laptop, returning the laptop. The user comments are detailed in the next section, and the table below indicates how many ticks were entered in each section, with the most ticked section in each row highlighted.
The following table details the responses that users provided.
|Event||Happy comments||Neutral comments||Unhappy comments|
|Borrow the laptop||
|Use the laptop||
|Return the laptop||
The number of responses in each category were counted:
|How do you feel when…?||Happy ticks||Neutral ticks||Unhappy ticks||total|
|You borrow the laptop||9||3||2||14|
|You log on||3||6||4||13|
|You use the laptop||10||0||18||28|
|You log off||5||6||1||12|
|You return the laptop||11||1||0||12|
This table indicates that more comments are made about the experience when users are actually using the laptops, not when the borrow, logon, or return them. 18 of 28 comments about the laptop usage were negative.