Seeing and Hearing is Believing How Screen Capture

Seeing (and Hearing) is Believing! How Screen Capture Software Makes Website Usability Data a More Effective Tool Susan Goodwin and Jeff Stark Texas A&M University Libraries ALA Poster Session, Summer 2004

Abstract Texas A&M University Libraries has adopted screen capture software as a tool to assist with website usability studies. This poster session provides an introduction to the software package used to record the usability sessions in which volunteers were asked to complete specific tasks on the Libraries’ website. It also outlines the steps involved to produce thematic videos to demonstrate various website “hotspots” (problem features) using clips from the first-hand testimonials of test subjects. Overall, this session will showcase how the power of screen capture can foster organizational buy-in and administrative support for website redesign through the presentation of “unbiased” data directly from the source – Sometimes seeing is believing!

Record Usability Sessions 1) Install screen capture software (Camtasia) and hardware (microphone) onto test computer 2) Create and distribute session instructions to interviewers (usability test script and software procedures) 3) Test all equipment and procedures prior to usability session 4) Conduct sessions according to procedures 5) Record and save sessions using Camtasia Recorder

About Camtasia Recorder § Component piece of Camtasia 3. 0. 2 With Camtasia Recorder You Can… § Record all or any portion of the computer screen § Record and highlight all mouse activities and keystrokes § Record all audio effects (e. g. , mouse clicks, etc. ) and test subject’s ongoing commentary

Benefits of Camtasia Recorder § Captures all test subject’s on-screen actions and comments in real time § Data from each usability session (sights and sounds) saved to one complete file § Saved files easily accessible (e. g. , via shared folders on § § staff server, via intranet, etc. ) and portable (e. g. , distribution via email, via CDs, etc. ) for review Saved files (raw videos of each usability session) can be replayed ad infinitum (e. g. , to create printed transcripts) and manipulated (copied, edited, etc. ) for other applications Eliminates need for transcription (and transcriber) during usability session Session interviewer now free to focus on test subject Responsibilities for transcript preparation can be assigned to multiple parties (not tied to a single transcriber during the time of the session)

TAMU Libraries’ Website Getting Ready to Record with Camtasia Recorder Setting Region to Capture

Record, Pause, and Stop, like a VCR

Produce Thematic Videos 1) Prepare written transcripts 2) From transcripts identify themes across interviews (e. g. , recurring problems or issues) 3) Select representative segments from various transcripts to illustrate an identified theme Example: Test subject comments and screen actions that illustrate website terminology problems 4) Using Camtasia Producer merge individual clips from each interview together into a single thematic video (e. g. , Terminology Issues Video)

About Camtasia Producer § Component piece of Camtasia 3. 0. 2 With Camtasia Producer You Can… § Add special effects such as graphics, transitions, and additional audio during production phase (i. e. , after recording) § Edit videos (cut by frame or section, join sections together, split large segments into smaller files) § Save to multiple file formats

Benefits of Camtasia Producer § Ability to produce short summary videos of key usability § § issues for stakeholders Ability to save completed video files in multiple formats (. AVI, . Windows. Media, Quick. Time, Real. Media) and embed into other software programs (e. g. , Power. Point) Easy access to files (e. g. , shared folders on staff server, intranet, etc. ) and easy distribution (e. g. , via email attachments, CDs, etc. ) Summary videos can be used to supplement “dry” statistical data and verbal reports presented to librarywide staff and administration Videos can be made available for review after meetings (convenient for attendees and non-attendees)

Editing with Camtasia Producer 2) Pull snippets to storyboard 1) Move file to cutting board -use controls to play video and cut snippets

Present Findings and Recommendations 1) Convene meetings with stakeholder groups (Website Committee, Library Administration, and Library Staff) 2) Review usability study methods and objectives and present overall findings 3) Show videos to demonstrate key website problem areas and design issues 4) Share recommended design changes 6) Post usability transcripts (print transcripts & videos) and thematic videos to library server for staff to access/review

Staff Response Making the printed transcripts, raw videos, and thematic videos (of problem issues) available in multiple ways (at meetings and electronically) for staff to review produced positive results (increased buy-in) for several reasons: § Access to the “real-time” recordings made staff feel more involved in the usability process because they were able to view the first-hand accounts of the test subjects from the raw videos (it’s almost as if they were in the room with the interviewer and test subject for their session) § The raw videos, in particular, cut out the need for a mediator (the committee) between the test subject’s message and the library staff – which makes the data more compelling and minimizes reporter bias § Videos and the printed transcripts help to increase the understanding of key website issues by appealing to a variety of learning styles (visual/spatial, auditory, verbal/linguistic), staff reported a better understanding of why the recommendations for changes were made because they were able to see/hear the reasons for change first-hand

Conclusion Screen capture software is an effective way to demonstrate the rationale behind website changes. Providing staff with a bird's eye view of usability sessions helps to build trust, understanding, and ultimately greater buy-in for website redesign efforts. The learning curve for Camtasia is relatively flat: Recording is easy, and editing in Camtasia Producer is fairly straightforward. The software minimizes the loss of data during the interview sessions by simultaneously capturing sound and screen movement and provides easy access to recorded files for review, editing, and sharing. Showing and telling, rather than just telling, gives all staff (especially front-line public service staff) a better grasp of the issues so when faced with patron questions about website changes they feel more confident about the answers they provide. Recorded videos (raw and thematic) have a marketing potential beyond library stakeholders. Videos are portable and can be made available to others on campus to help illustrate the rationale behind changes to the website. Specifically, it might prove to be a persuasive means for connecting with patrons. Thematic videos mounted on the library's website, for example, can show patron input and comments directly influence redesign decisions. This illustrates to our user community how seriously we take their comments and incorporate their needs into the day-to-day decisions we make about improving services.

For More Information… Susan Goodwin Coordinator of Instructional Services Texas A&M Libraries 979. 458. 0114 sgoodwin@tamu. edu Jeff Stark Senior Training Specialist Texas A&M Libraries 979. 845. 8157 jkstark@tamu. edu