Surfin' Safari: Contextual Inquiry @ the OPL

Let's head back to the OPL, this time for a little Contextual Inquiry! 

What is contextual inquiry you ask? Why, according to Aaron Schmidt (2011), it's "a method used to gather data about users and how they interact with a product." Essentially, one observes users in context — that is, in the environment in which they use said product — and uses these observations to optimize the user experience. 

Got it? Good, let's get to it.

Introduction

According to the Oxnard Public Library's website, the main branch's Computer Lab boasts a total of twenty-nine computers for patron use:

Twenty-two computers in the Computer Lab are available on a first-come, first-served basis, free of charge, for one-hour per day. [...] Seven computers, located outside of the lab, are available for a charge of $2.00 per hour. These computers may be used in addition to the free one-hour in the lab.

The layout of the Computer Lab looks something like this:

It's interesting to note that, for some unknown reason, PCs 01 and 02 do not follow the same right to left ordering of all the other PCs in the lab. Conversely, one could say that PCs 01 and 02 are the only ones following the correct setup. 

Inquiry

What follows is a collection of observations taken over a 90 minute period in the Computer Lab on a Saturday afternoon. 

2:15

Patron Count: 11

The lab is quiet and only half full. The constant whisper of the air conditioning is overcome only by the continual staccato of mouse clicks and an occasional muffled cough. At a desk at the back of the room sits the Techno-Page (TP), the lab's silent sentinel — ever watchful of the collective patrons' needs. 

2:30

Patron Count: 9

Little has changed, though a patron stopped by TP desk to ask if he could take any PC — the sign-up station was not working. Patron was told he could, and did. The continued clicking is momentarily interrupted by the high-pitched whine of the laser printer as it coughs out several pages before begins its reluctant jet engine wind down. 

  

2:45

Patron Count: 10

Another patron asks the TP about the sign-up station — apparently it's still not working. This patron, too, takes an open PC (there are 12 still unused). The TP exits the lab to investigate the situation concerning the sign-up station. Through the glass, the TP can be seen shaking around a mouse and entering a (presumed phony) library card number to test whether it's operational. Seemingly satisfied, the TP returns to his watchful perch behind the desk. 

3:00

Patron Count: 10

A mother and child enter and the mother inquires as to whether or not she and her daughter are allowed to sit next to each other — they are, apparently, as long as they both are using their own PCs. The mother patiently signs her daughter in before settling down to her own PC. Somewhere, someone stifles a sneeze. 

3:15

Patron Count: 9

After several attempts at opening a "game site," the child tugs on her mother's arm, drawing her attention to the menacing NO ENTRY sign displayed on the browser. Apparently her site of choice is not passing the library's internet filters. Concerned, the mother draws the attention of the TP and he swoops down on them to assist. After a brief conference, he plucks a slip of paper from his desk and hands it to the mother. From my observations, I conclude that it is a list of acceptable websites for children. Both mother and child seem pleased. 

3:30

Patron Count: 10

The child is now happily bouncing a cartoonish avatar through some sort of haunted castle. From the center of the PC pack, a patron flags down the TP. He arrives, and they confer — the man wishes his time be extended in order to finish a project. Looking around, the TP takes stock of the current lab load; seeing it mostly empty, he nods whilst agreeing to "give [the patron] 15 more minutes." 

3:45

Patron Count: 9

Two younger patrons are set upon the the TP after trying to share a single seat before PC 14. Broken up, the pair splits — one remains while the other carries her books hastily outside the lab. For a few moments someone pounds heavily on their keyboard in a bout of obvious frustration; it seems unrelated to the splitting of the pair. There are several moments of silence before a patron, rises to ask how to pay for prints. The TP points to a machine just outside the lab where various forms of currency can be deposited and applied to a patron's library card.

Contextualizing

These observations bring to light a few things about the Computer Lab that are not made explicitly clear to patrons, that it seems to be the TPs duty to explain or, at least, to point out. They are:

1. Patrons may select an open PC and only need sign-up at the station if the lab is full. 
2. Only one person may sit at any one computer.
3. Payment for prints may be made on the Automated Payment Machine (APM) just outside the lab.
4. Children are blocked from certain websites, though there is a list of approved/recommended ones.

Do you see it?

There is a sign that addresses issue #1 (left), though it is rather small and not displayed prominently. Issues #2 and #3 are also addressed by a sign, this one sitting on an easel just outside the entrance to the lab, though few — if any — patrons take the time to read it. Issue #4 does not have an accompanying sign, just a small bookmark sized slip of paper that the TP can apparently hand out if asked. 

This exercise brings up a concern that has previously been addressed regarding the OPL — signage. While signage does exists, it seems like it isn't displayed quite as prominently or as appropriately as it could be. 

For example, did you see where issue #1 was addressed in the photo above? If not, try this: 

See it now? I added the emphasis to make it a little easier to spot (try to find it in the above photo again). Unfortunately, it's not actually red, nor is it large enough or directly enough in patrons' line of view to make much of an impact. Similarly, issues #2 and #3 could be addressed with a better use of signage — perhaps on top of the PCs rather than solely on the easel outside the door? 

Issue #4 could be a bit trickier, but perhaps direct links to games for kids could be place on the computers desktop when a child logs in? If the PC knows whether a user is an adult or a child — as evidenced by stricter filtering — could not the arrangement of the desktop also be changed? 

Upon Reflection

This seems like a much more finely nuanced version of our previous exercise — creating journey maps. Rather than focusing on a single interaction, observations are made regarding a number of interactions over a period of time. In that sense, much more information can be gained. However, this method calls for a far greater degree of assumption, in that the observer — unless her or she interviews patrons afterward — must guess what a particular patron is thinking or feeling only from what is seen or heard. 

Schmidt (2011) recognized this, pointing out that contextual inquiry, while valuable, is undoubtedly a "library-focused activity." Used with other methods, contextual inquiry has value, but it should not be a library's sole foray into improving the user experience. 

References

Schmidt, A. (2011). Getting To Know Your Patrons | The User Experience. Library Journal. Retrieved from http://lj.libraryjournal.com/2011/06/opinion/aaron-schmidt/getting-to-know-your-patrons-the-user-experience