Employing a User Experience Design Process to Redesign an Intranet Library Website Positively Affected Site Usage and User Satisfaction

Abstract

ABSTRACT Kaiser Permanente’s Clinical Library, which provides access to internally created clinical guidance documents as well as to librarian services and electronic resources, had not been redesigned since 2010. Usage statistics obtained prior to the release of the redesigned site showed that site use had plateaued. This paper examines the value of using a user experience design (UXD) methodology to inform the redesign of an enterprise-wide intranet library site. User satisfaction with the redesigned site was positive as measured by user survey data and user feedback collected through the site feedback form. Usage statistics from the five-month period immediately following the release showed an increase in use as measured by both total visits and unique visitors to the site.