Rodman Library User Research 

 
 
 
 
 
Brett Combs 
UX Designer 
October 28th, 2018 
usableco.com 
bcombs1@kent.edu 
 

 
 
 
User Research Overview
User research is conducted for the purposes of organizing information in ways that improve 
the institution's services overall. The primary goal of this research is to arrive at a clear 
understanding of the most common tasks library patrons are engaged in, and how best to 
support successful outcomes for those engagements.  
 
To this end two librarians, Greg and Michaela were interviewed in person at the information 
desk of Rodman Library. The total duration of the session was 30 to 45 minutes. Additional 
research for defining target users was collected in the form of Patron demographic statistics 
from Pew Research, a reputable publisher of demographic studies. 

Recording1  Recording2 
 
 

Interview Protocol  
 
Target user interviews with current and former library staff and patrons of the Rodman Public 
library located in Alliance Ohio, as well as current and former public and private primary and 
secondary education teachers.  
 
Interviewer:  Brett Combs 
Target Library:  Rodman Public Library 
Location:  Alliance, Ohio 
Interview Location:  In person at RPL and remote via telephone. 
Dates of interviews:  Interviews conducted the week of Oct 28th, 2018. 

Objectives 

1. Gather information for the definition of target user groups. 

2. Determine the most common library patron goals and tasks. 
3. Survey and document information for the purposes of clarifying library website  
users wants and needs. 
 
 
 
 
 
 
Interview Protocol 
Instructions 

Good morning (afternoon). My name is Brett Combs thank you for supporting Rodman Library 
by participating in our user research. We are interviewing Rodman library patrons to inform 
our efforts for improving Rodmanlibrary.com. There are no right or wrong or desirable or 
undesirable answers. I would like you to feel comfortable saying what you really think and how 
you really feel. 
 

Recording Instructions 

If it is okay with you, I will be tape-recording our conversation. I record interviews so that I can 
get all the details and at the same time carry on an attentive conversation with you. Your 
comments will remain confidential. I will be compiling a report which will contain all patron 
comments without any reference to individuals. 

Preamble/Consent Form Instructions 

Before we get started, please take a few minutes to read this preamble (read and sign this 
consent form). (Hand R consent form/preamble.) (After R returns preamble/consent form, 
turn the tape recorder on.) 
 

Interview Questions 

1. Tell me about any problems patrons using the website commonly report to the staff.  
2. Tell me about any problems the staff have with the website. 
3. What are the most common topics of the phone calls from patrons your staff receive? 
4. What metrics are most important to the library, circulation, event attendance etc? 
5. Are there any categories of library holdings that patrons have greater difficulty accessing?  
6. Are there any specific characteristics patrons share who report difficulty with the website? 
7. What characteristics (age, gender, etc) are shared by patrons using Rodman.com least? 
8. What characteristics are shared by patrons using Rodman.com the most? 
9. What categories of library holdings have the highest circulation rates? 
10. What do you like or dislike about other library websites? 
 
 
Closing 

Thank you so much for meeting with me. Before we end, do you have anything else that you 
would like to say? Please feel free to reach out to me if you think of anything later that you 
think would be useful. Do you have any questions before we end our session? 
 

Literature Survey Findings 

“People do not browse library websites for enjoyment but instead to gain the 
information they need. To library end users, the catalog is the website and the website 
is the catalog: They are one and the same”  

Nielson Norman Group.  

 
 

 
 Web feature adoption trends 

1. Online account access  

2. Blogs  
3. RSS feeds  
4. Catalog search boxes  
5. ShareThis/AddThis  
6. Email newsletters  
7. Online library card sign up 

 
Social media 

8. Facebook (93% of the largest libraries 

9. Twitter (84% of the largest libraries 
10. YouTube (60% of the largest libraries  

Mobile solutions 

Since 2010, the number of libraries that catered to mobile devices has increased dramatically. 
Three-fourths of the largest libraries and one-third of smaller libraries offered some type of 
mobile-friendly website access. 

1. Mobile applications (48%-52%)  

2. Mobile version of the primary site (41%) 
3. Responsive design (very few) 

 
 
 
 
 
 
 
 User Personas 
Primary personas, Madelyn & Robert 
 

 
 
 Secondary persona, Markus 
 

 
 
Task Priority Persona Table 

 
 
Common High Priority Tasks ​(in descending order by volume of patron use) 
 
1. Reserving library holdings: The sheer volume of circulation of library holdings clearly 
defines the primary goal of patrons as borrowing fiction titles for reading for pleasure. 
This is confirmed by literature review statistics, staff interviews, and task persona 
analysis. 
2. Renewing library materials online. 
3. Reserving a library computer online. 
4. Finding and planning to attend a library event. 
 
Common Lesser Priority Tasks ​(in descending order by volume of patron use) 
 
1. Check holiday library hours. 
2. Update library account information. 
3. Borrow materials through interlibrary loan. 
4. Learn about library youth programs. 
5. Become a library volunteer 

 
Research Findings
Library staff Interviews and literature review revealed the following insights.  
 
Website users 
 
Interviews 
Library staff reported on in person library use but could only offer information about 
patron use of the library website based on the calls and questions they frequently 
answer involving the website. The described three common groups of users. 
 
1. Technically proficient users who access online resources via links from the 
library website. 
2. Parents and children attending events at the library  
3. Patrons using library computers to access the internet, use software and print 
from library printers.  
 
 
 
  
 
Research 
Those who use libraries and their digital materials are more likely to be  
1. Parents of minors 
2. Women 
3. Under age 50 
4. Better educated 
 
 
 
 
Works Cited 

“Closer Look Studies.” ​Library Research Service​, www.lrs.org/closer-look-studies/. 

“Fast Facts Reports.” ​Library Research Service​, www.lrs.org/fast-facts-reports/. 

Geiger, Abigail. “Public Library Use in U.S. Highest among Millennials.” ​Pew Research Center​, 

Pew Research Center, 21 June 2017, 

www.pewresearch.org/fact-tank/2017/06/21/millennials-are-the-most-likely-generation-o

f-americans-to-use-public-libraries/. 

“Women, Young Adults, Higher-Educated Adults and Parents Are among the Most Likely to 

Have Visited Libraries and Used Library Websites.” P

​ ew Research Center: Internet, 

Science & Tech​, Pew Research Center: Internet, Science & Tech, 6 Apr. 2016, 

www.pewinternet.org/2016/04/07/libraries-and-learning/pi_2016-04-07_learning-and-libr

aries_1-02/.