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A Usability Study of the Houston Public Library System Website

Role: UXR, Data Analyst, Interviewer, Notetaker

Evaluate the usability of the Houston Public Library website’s “Hours & Locations” section, focusing on how easily users can discover nearby branches and specific amenities, in order to inform design recommendations that improve navigation, discoverability, and community engagement.

The Problem

  • The website’s location finder did not align with user expectations, leading to confusion and reliance on trial-and-error navigation.

  • Key amenities (e.g., meeting rooms, music studios) were difficult to locate, leaving users unable to find relevant information efficiently.

  • The site lacked common features users expected, such as a zip code search, filters, and dedicated branch landing pages.

Goals

  • Identify usability issues in the “Hours & Locations” section through real-world user testing.

  • Understand user expectations and mental models of how a library location finder should work.

  • Provide evidence-based recommendations and design prototypes that address navigation challenges and improve discoverability.

Research Questions

  • How can the “Hours & Locations” section be redesigned to improve discoverability of library branches and amenities?

  • What barriers prevent users from efficiently completing key tasks (e.g., finding a nearby branch, booking a meeting room, reserving a music studio)?

  • What features and design changes would align the tool more closely with user expectations and mental models?

Methods

  • Participants: 8 users recruited via convenience sampling.

  • Usability Testing: Participants completed 3 core tasks — finding the nearest library, booking a meeting room, and reserving a music studio.

  • Think-Aloud Protocol: Captured real-time feedback on navigation decisions and frustrations.

  • Observation: Measured error and failure rates during task completion.

  • Post-Test Interviews: Collected qualitative insights on expectations and desired features.

Results

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  • Task Success: Users could complete simpler tasks (e.g., finding a nearby branch) but struggled with complex ones (e.g., locating music studios). Only 1 of 8 participants succeeded on the most complex task.

  • Navigation Issues: High error rates and reliance on trial-and-error revealed that site structure did not match user expectations.

  • Unmet Needs: Participants consistently requested a zip code search, filters, and branch-specific landing pages to streamline navigation.

  • Qualitative Insights: Users expected each branch to have a homepage listing amenities, but this functionality was absent in the current design.

Impact

The study uncovered a disconnect between user expectations and site functionality, highlighting the need for a redesign. Recommendations included:

  1. Add zip code search functionality.

  2. Provide filtered search options for amenities and services.

  3. Create individual landing pages for each branch with clear amenity listings.

Wireframe prototypes demonstrated these solutions, showing how redesigned location cards and branch pages could improve discoverability. By addressing these usability issues, the Houston Public Library can make its website more intuitive, attract more visitors, and strengthen community engagement with its services.

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