Usability evaluation of a library website with different end user groups

Abstract

To ensure a certain degree of usability, a library website should be carefully designed, especially since end users constitute a multitude of people with different needs and demands. The focal objective of this research was to investigate how different types of end users (i.e. pupils, students, the working population, seniors and researchers) respond to a library website in terms of its effectiveness, efficiency and satisfaction, which together represent its usability. The answers were obtained by performing formal usability testing, including think-aloud protocol, log analysis and questionnaires. The results of the statistical analysis show that different groups of end users achieve different levels of effectiveness and efficiency, while there is no significant difference between groups in satisfaction level. The results also indicate that participants did not achieve the threshold for a usable website. Based on the identified weaknesses, researchers present recommendations for improving a website’s usefulness, especially for non-experienced users. This research has two main contributions: (1) the connection between the theoretical definition and practical use of ISO 9241-11 attributes and (2) a usability testing procedure with a measurement framework applicable for different types of users in a specific domain, which could be applied to other domains.