Next level Library Discovery

Next level Library Discovery

Understanding the Challenges of Primo Classic

Before embarking on the redesign, the Primo product team conducted a thorough analysis to understand the existing challenges associated with Primo Classic. This phase involved a detailed examination of user feedback, support inquiries, and available usability data, which collectively highlighted several key areas requiring improvement.

Navigation and Information Architecture

One recurring issue pertained to navigation and information architecture. The tabbed structure employed for viewing item details in Primo Classic often necessitated users navigating through multiple screens to locate specific information. As one librarian articulated in a survey, “Students sometimes miss important details because they don’t realize they need to click through all the tabs.” This segmented approach made it difficult for users to gain a comprehensive understanding of a resource, potentially increasing cognitive load and reducing the efficiency of information discovery. This design hindered discoverability by obscuring potentially relevant information behind additional clicks.

Visual Design

The visual design of Primo Classic also appeared increasingly outdated when compared to contemporary web experiences. Its denser layout and inconsistent styling created an inconsistent and overwhelming visual design, making it challenging for users to quickly scan and identify relevant information, negatively impacting clarity and aesthetics. The need to align with modern web design trends was evident, reflecting an understanding of evolving user expectations shaped by their interactions with other online platforms. Users’ expectations for digital interfaces are continuously evolving, influenced by popular and well-designed websites and applications. Outdated designs can lead to a perception of lower quality or reduced usability.

Search Functionality

Search functionality presented its own set of usability challenges. The pre-filters included in the simple search, while intended to streamline the process, often confused users who were unsure of the distinctions between different search scopes. A student participating in a usability session noted, “I’m not always sure which option to pick – I just want to find what I need.” This lack of clarity could lead to inefficient searching and potentially lower search success rates. The attempt to simplify search with pre-filters inadvertently created confusion, underscoring the importance of users understanding system terminology and categorization.

Display of Search Results

The display of search results also offered room for improvement. Key information was sometimes embedded within lengthy text blocks, making it harder for users to quickly assess the relevance of each item. Furthermore, the primary use of numbered pagination felt less intuitive compared to the infinite scrolling common on many modern websites. Dense text blocks reduce scannability, hindering users’ ability to quickly evaluate search results. Numbered pagination can also be less efficient than infinite scrolling for exploration. This impacts efficiency and readability. The consideration of common web Browse behaviors like scrolling indicated a shift towards a more user-centric design. Observing user behavior on other platforms can provide valuable insights into preferred interaction patterns, and aligning with these patterns can enhance intuitiveness.

Accessibility

Finally, accessibility was an important consideration for the Primo product team. The aim was to ensure that all users could effectively use Primo. Proactive consideration of accessibility demonstrates a commitment to inclusivity and aligns with best practices in product design.

Introducing the New Primo UI

Driven by these insights, the Primo product team embarked on developing the new Primo UI with a central focus on creating a more intuitive, visually coherent, and accessible discovery experience for all users.

User-Centered Approach and Layout

As the lead and sole product designer on this project, a core principle of the redesign was a user-centered approach. I transitioned the tabbed layout to a more streamlined, vertical structure for displaying item details. This allowed for the presentation of key information – details, availability, and actions – on a single, scrollable page, thereby improving the efficiency of information discovery. This decision was driven by user feedback highlighting the cognitive load of navigating multiple tabs and the need for readily accessible key information.

As one early adopter library commented, “Our users have found the consolidated view of item information in the new UI much easier to work with.” This shift directly addressed the navigation issues of the tabbed layout, improving information discovery efficiency and aligning with the principles of consistency and efficiency. Consolidating information reduces the number of clicks and page loads, leading to a smoother and more intuitive user flow.

Visual Design

I also prioritized a cleaner and more contemporary visual design. By adopting a flat design aesthetic with increased white space, my aim was to create an interface that was easier to scan and less visually overwhelming. This choice was made to improve readability and align with modern web design trends, which users have come to expect. Consistent typography and a clear visual hierarchy helped users quickly locate essential information. A cleaner visual design improves readability, reduces cognitive load, and enhances the overall aesthetic appeal, aligning with the principles of clarity and aesthetics. The move to a flat design reflects a broader trend in web design towards simplicity and ease of use.

Search Functionality

To simplify the initial search experience, I made the design decision to remove the pre-filters from the simple search interface, based on user feedback indicating confusion. The Advanced Search link was made more prominent for users requiring more refined search options. Simplifying the initial search experience reduces user confusion and caters to the majority of users who perform basic searches. Making the advanced search more visible accommodates users with more complex needs, aligning with the principle of catering to different user needs.

Display of Search Results

The display of search results was updated with a more concise and visually organized format, highlighting key details. Infinite scrolling was introduced as the default, aligning with common web Browse behaviors, as users are generally familiar with scrolling for content discovery. Recognizing that infinite scrolling can sometimes present challenges for users with accessibility needs or those who prefer more control over navigation, we also added pagination based on user feedback. A visually organized format improves scannability and helps users quickly assess the relevance of items. The initial adoption of infinite scrolling aligns with modern web behaviors, while the later addition of pagination addresses accessibility concerns and user preferences, demonstrating iterative design based on feedback.

Addressing the Challenges of Primo Classic

The new UI was specifically designed to directly address the usability issues identified in Primo Classic. The following table provides a detailed breakdown of these challenges and the corresponding solutions implemented in the new UI:

Collaborative Development and User Feedback

A crucial aspect of the redesign process was the strategic collaboration with several academic institutions as development partners. These partnerships were intentionally formed with institutions possessing established usability testing labs, enabling ready access to library users for participation in testing. This allowed for the gathering of invaluable feedback throughout the design and development process, ensuring that the new UI was meticulously aligned with the needs of the user community. This approach demonstrated the Primo product team’s commitment to creating a product that truly served the needs of libraries and their users, and helped to get buy in from stakeholders.

Validating the Design Through Usability Testing

Usability testing was a critical component of the design process. A range of methods, drawing upon established practices in the field were employed.

Think-Aloud Protocol: Participants were asked to verbalize their thoughts and actions as they interacted with prototypes of the new UI. This provided rich qualitative data about their understanding and any points of confusion.

Task-Based Scenarios: Realistic tasks that users would typically perform in Primo, such as searching for specific resources, filtering results, and accessing their saved items, were developed. Task completion rates were tracked, and user behavior was observed.

Eye-Tracking Studies: In later stages, eye-tracking technology was used to gain insights into users’ visual attention patterns, helping identify areas of the interface that were attracting or distracting their focus.

Remote Usability Testing: To gather feedback from a geographically diverse user base, remote testing sessions were also conducted where participants could complete tasks from their own locations.

Impact of User Feedback: The scope of the testing involved a diverse group of Primo users, including undergraduate students, graduate students, faculty, and librarians from various academic institutions, ensuring feedback from individuals with different needs and levels of experience. The feedback gathered through these usability studies directly informed design decisions. For instance, initial user testing highlighted some confusion with the placement of certain actions, leading to adjustments in their positioning for better discoverability. The preference for having pagination as an option alongside infinite scrolling also emerged from user feedback during testing.

Continuous Engagement and Iteration

Beyond the initial launch, the Primo product team maintained a strong commitment to ongoing improvement. For the two years following the release of the new UI, weekly meetings were held with select focus groups. These groups were thematically organized, including researchers, accessibility advocates, and students, allowing for targeted feedback on planned iterations and addressing specific needs within the user base. Furthermore, Exlibris has consistently valued customer input. Throughout the redesign process and beyond, active monitoring and engagement with users occurred through Exlibris forums and emailing lists. These platforms provided valuable channels for users to share feedback, suggest new features, and participate in feature voting, directly influencing the product roadmap.

Impact and Results

The success of the redesign is evident in the following outcomes:

• High Adoption Rate: More than 95% of Primo customers had adopted the new Primo UI since its launch in August 2016. This widespread adoption suggests a positive reception and perceived value of the new interface.
• Increased Usage: At the City University of New York (CUNY), libraries featuring Primo prominently on their homepages observed increased usage after the implementation of the new UI.
• Positive User Perception: A prevailing view from usability studies was that the new interface was more user-friendly than the classic Primo interface, especially for undergraduate students comfortable with visual and interactive interfaces. Comments like “it is intuitive” and “I found it easy to use” were typical.
• Improved Task Completion for Basic Tasks: A usability study at Washington State University (WSU) in July 2017 found that users had little difficulty using basic and advanced search, signing into and out of Primo, and navigating their accounts in the new UI.
• Preference for the New Design: Participants in usability studies often gave positive feedback on the graphical design of the new interface, with comments such as “it has clean lines,” “it is simple and modern,” and “it is pleasant to the eye” being common.
• Faster Troubleshooting: Boston University noted that the upgrade to the new UI, integrated with their catalog software, resulted in faster response times for troubleshooting.
• Increased Interlibrary Loan Usage: One user mentioned that the integration of Rapido with Primo drastically improved interlibrary loan usage, making it seamless for patrons.
• High Satisfaction Despite Complex Tasks: A study using Primo for undergraduate research found that students expressed a high level of satisfaction with Primo despite some difficulty navigating through more complicated tasks.
• Shift in Search Behavior: A study analyzing search logs indicated that users preferred Basic Search to Advanced Search and used facets (though not always to their full potential).

Key Learnings and Personal Reflection

One of the key learnings from this extensive redesign process was the paramount importance of continuous user feedback and its direct impact on shaping a successful product. As the lead and sole product designer, I saw firsthand how incorporating user insights at every stage, from initial problem identification to post-launch iteration, led to a more user-friendly and effective solution. This project reinforced the value of a user-centered approach and the necessity for ongoing dialogue with the user community to ensure the product continues to meet their evolving needs.

Conclusion

The redesign of Exlibris Primo in 2016 was a pivotal project driven by a commitment to enhancing the user experience for everyone accessing library resources. By addressing the usability challenges of the classic UI, embracing modern design principles, and actively involving the user community in the development process through strategic partnerships, rigorous testing, and continuous feedback loops via focus groups and online channels, the new UI provided a more intuitive, visually appealing, and accessible platform. The overwhelmingly positive response from libraries and the increased user engagement clearly demonstrate the significant impact of this transformation. This case study underscores the fundamental importance of a user-centered approach, the inherent value of collaborative partnerships, and the continuous necessity for iteration in product design. The foundational work established in 2016 continues to evolve, ensuring that Primo remains a leading discovery solution that empowers users to effectively navigate and utilize the wealth of information available through their libraries.