October 26-28 Monterey Marriott
Monterey, California
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Tuesday, October 27, 2015

B202 - Digital Wayfinding

11:30 a.m. - 12:15 p.m.
San Carlos Ballroom (Marriott)
M Ryan Hess, Digital Initiatives Manager, Palo Alto City Library

This session shares one library's study of an interactive, touch-based wayfinding screen in order to determine what specific content needs users desire in digital wayfinding services and, if those content needs are broad, whether a more full-feature experience with access to all library web content would be preferred. The three-phase study included analysis of click analytics data, observations of user interactions, and questionnaires targeting user experiences and expectations. It built on research at other libraries around point-of-need wayfinding signage and usability of digital information. Phase 1 involved capturing anonymous click analytics of user interactions, during a 30-day period. Phase 2 measured wayfinding usage against door counts. Phase 3 involved user interviews. Results from this study found that user expectations and needs are varied, and that the current content was too limited. It also demonstrated that these needs and expectations are not so broad as to warrant a full-feature experience of all library web content.

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