Maximizing StackMap's Impact with Remote Usability Testing

Syracuse University Libraries implemented StackMap right at the start of the COVD-19 pandemic, and so they had no choice but to get creative with the launch. We talked to Reference and User Experience Librarian, Natalie LoRusso about how she successfully organized remote usability tests to gather constructive feedback from students.

We did a soft launch of StackMap in March 2020, and that’s also when everyone was sent home, so I started testing in April. From April 21 until May 14, I wanted to capture the students’ perception of StackMap. I tested with 11 students and I learned a lot of things through their eyes. I found out some pain points but they were things we could go in and fix on the back end.

I instructed them to think aloud as much as possible while finding specific items in our online catalog. I gave them the title and then they shared their screen with me, and I observed as they searched through our discovery layers and it was good. Although, honestly, it was so different than doing an in-person usability test, but I liked being able to hear them think aloud through the speakers. I could watch their cursor, and I acquired permission from each user to record these sessions so I could go back and look over to see what they were thinking, and where, and in what phase of their search.

I sensed relief in their voices, and as I was watching their faces on the screen, they seemed to be relieved that there was going to be a tool like StackMap for when they came back. So, the reviews were overwhelmingly positive and the pain points we could tweak on our end. Some students said, I really like its simplicity, it’s straight forward and not too complicated and that sentiment was backed up by a number of students. The point of usability testing is to repeat it. You don’t have to want to do it one time and then you’re good forever, so I’m curious to see what these updates that we’ve brought about will change in the next round of participants. We’ll be testing with different people, so we’re not testing with the same folks over and over.

Generally, everybody was really positive, and they said I can’t wait to go back to campus so that we can use it and that just broke my heart and made it whole again in one fell swoop.

— Reference and User Experience Librarian, Natalie LoRusso