Conversations with Web Site Users: Using Focus Groups to Open Discussion and Improve User Experience Suzanna Conrad, California State Polytechnic University, Pomona,
[email protected] Nathasha Alvarez, East Los Angeles College,
[email protected] 1 Abstract: User feedback on Web site design can be vital to understanding what issues library users may encounter when visiting a Web site. But obtaining this feedback can be time consuming, difficult to structure, and expensive. In past years, staff working on the Cal Poly Pomona University Library Web site collected user feedback from surveys and usability testing. This team was interested in acquiring a more basic understanding of how users interact with the web in general, whether for research or other purposes, and how such experiences could inform design decisions. This article will discuss what focus groups are, why libraries should consider conducting focus groups for Web site testing and development, how focus groups can complement usability testing, and if focus groups are worth the time and effort. Results from focus group sessions will also be shared and discussed including information that fueled design decisions and benefits that participants gained from the experience. Keywords: focus groups, user-centric Web site design, academic libraries Acknowledgments: Thank you to the Cal Poly Pomona Teacher-Scholar Support program for providing assigned time to support this project. Thank you to the Library Web Team Alfredo Lafarga, Cecilia Huang, James Koga, Julie Shen, and Paul Hottinger, for support before, during, and after focus group sessions. Thank you to student assistants Sabrina Bommarito for assisting with a mock test session and to Natasha Tambaoan for sitting in on focus group sessions.