Autumn 2001 IT Services Gateway Usability Survey

Executive Summary
Jennifer Ward
Christopher Holstrom

From September 2001 to October 2001 IT Services posted an online survey linked from the Gateway homepage. The goal of the survey was to determine how well the navigation and features on the Gateway were serving users. The survey received 131 total responses. The respondents were 10% UW Faculty, 28% UW Staff, 27% UW Graduate and Professional Students, 27% UW Undergraduates, 5% UW Alumni, and 2% were not affiliated with UW. Over 75% of the respondents used the Gateway daily or weekly.

Ease of Navigation

One of the clear messages from the survey results is that users of the Gateway navigate its pages with relative success. Nearly 79% of respondents found what they were looking for on the Gateway and 78% indicated they were "Satisfied" or "Very Satisfied" with the Gateway. However, only 56% of users found the navigation "Very Easy" or "Easy." This tempered success suggests that the overall navigation architecture is sound, but that some details could be improved within that framework to make navigation even easier. Many comments suggesting navigation changes on the micro level rather than the macro level, which reinforces the assertion that the Gateway is in need of fine tuning and not sweeping changes.

Features

Similar to the indication from the summer survey, autumn respondents tended to primarily use the Gateway as a research tool for accessing the Library Catalog, Databases, and Journals. When asked to rank the three most important features on the Gateway, 79% of respondents indicated the Library Catalog, 62% indicated Databases and Catalogs, and 51% indicated electronic Journals. The other feature widely considerd important was View Your Record or Renewals (55% combined). Most information about the library itself was considered less significant; however, information on Borrowing and Delivery (22%) and Library Hours (17%) was valued by a significant number of respondents.

Respondents also suggested new features for the Gateway. Many of the suggested new features could be categorized as research "helpers" including tutorials, subject-specific portals, wizards, guided searching, and real-time online help. Finally, some features like Help and Interlibrary Loan might benefit from more prominent placement on the Gateway.

The Catalog, Databases, and Journals

A significant portion of of the comments expressing frustration or offering recommendations were aimed at the Library Catalog and Databases and Journals. Some respondents indicated difficulty in searching the library catalog or desire to have better control over the searching process. Other comments covered a broad range of topics from the look and feel of the catalog to the terminology to the available features.

Comments on the databases and journals indicated that respondents felt a disconnect between the Gateway and the resources it makes available. Respondents wanted a better indication of what journals offered before clicking on the link; they wanted to know if there would be full articles online. Respondents wanted a better explanation on the Gateway of how to use databases and a more powerful and flexible way to search the databases directly from the Gateway.