Quick wins for an easier user journey
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The webinar discusses quick wins for improving the user experience when accessing online library resources. It covers challenges users face with logins, the benefits of single sign-on via federated access management, and initiatives like RA21 that aim to create a seamless user experience across resources. Six quick wins are suggested: improving terminology, organisation discovery, deep linking, working with designers, user testing, and support team training on federated sign-on.
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Quick wins for an easier user journey
- 1. openathens.org Webinar: Quick wins for an easier user journey Thursday 30 May 2018 Adam Snook Product Manager [email protected] | +44 (0) 117 313 6530 | Skype: asnook8
- 2. openathens.org Introduction • Who am I? • Part 1: The challenges users face in accessing content online and some of the solutions you can put in place to prevent them giving up and going to free or pirate sites. • Part 2: A surgery style Q&A session to trouble shoot some of the problems or challenges you may have encountered and to ask any questions relating to part 1 of the webinar.
- 3. openathens.org Library resources • Organisations subscribe to online resources, applications and services • Use of electronic services has grown exponentially (many organisations are now 100% electronic) • Individuals navigate to electronic services • Need to identify themselves as subscribers • Both on and off-site
- 4. openathens.org Talking to our users
- 5. openathens.org How do users navigate to these services? • Search engines • Bookmarks • Reading lists • Library portals • Discovery services • Email • Social media • Etc.
- 6. openathens.org Student Persona Demographics • 18-25 • Multinational Behaviour • Passionate about their studies • Use multiple devices Needs and pain points • Need to develop research skills • Research feels lonely and frustrating • Will abandon research if asked to login This Photo by Unknown Author is licensed under CC BY-SA
- 7. openathens.org Login is a barrier to content Access to resources • Research off-campus means log in is required Students’ skills • Students don’t know if a resource is available to them or not and will not attempt to login • There are a number of free resources, which will do the job Log in experience • Log in experience on publishers’ websites varies too much • Bad UX design becomes a barrier
- 8. openathens.org Bad news for everybody Students • Can not access quality content • Their research may be marked down • They do not get the great experience they are paying for Librarians • Library services are not utilised • Struggle to justify investment in resources, when faced with low usage rates Publishers • Less traffic to their content • Increased pressure to provide content for free This Photo by Unknown Author is licensed under CC BY-NC
- 9. openathens.org “If I’m asked to log in, I don’t read the article.”
- 11. openathens.org This is why we need to get the user journey working for users
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- 17. openathens.org This publisher/vendor does allow OpenAthens organisations to use their service, but users/patrons need to go via the institutional sign in route.
- 18. openathens.org Why ask users/patrons to select what federation they are in?
- 19. openathens.org Organisation search • Important to make the journey as intuitive and consistent as possible. • ‘Sign in’ link should be on the top right corner of the page. • Avoid using technical or software terms like OpenAthens or Shibboleth. • Use universal times like ‘institutional sign in’ • Avoid listing organisations, use dynamic search if possible. • Avoid listing Federations – many users don’t understand this terminology. Deep-linking via federated access • WAYFless URLs can bypass additional steps to login. • Another service available out of the box with Federated Access. • Enables users direct access to a resource via their home portals. • Deep Linking goes further… • Deep Linking enables Article-Level access. • Most searches via Google – users should not hit barriers during their research. Organisation discovery OpenAthens Wayfinder • Our new service is compatible with all Federations. • Automatically filters for Identity Providers in the same federation(s) as you, the Service Provider. • Helps content providers by making articles more ‘open’. • OpenAthens is an active member of RA21 initiative.
- 20. openathens.org How libraries try to improve the user experience
- 21. openathens.org Linking • Publishers automatically do IP recognition… • But don’t automatically check for federated/SAML or Shibboleth-like authentication • User typically has to navigate WAYF (ie. choose their organisation from a list) • Library organisations use link resolvers and provide WAYFless links on library portals
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- 25. openathens.org But at the moment… • Federated sign-in URLs are different from generic URLs (IP) • All different - each publisher has its own unique structure • http://www.sciencedirect.com/science/journal/01406736 • https://auth.elsevier.com/ShibAuth/institutionLogin?entityID=https%3A%2F%2Fptop.only.wip.la%3A443%2Fhttps%2Fidp.ed userv.org.uk%2Fopenathens&appReturnURL=https%3A%2F%2Fptop.only.wip.la%3A443%2Fhttp%2Fwww.sciencedirect.co m%2Fscience%2Fjournal%2F01406736 • http://ajs.sagepub.com • http://openathens.highwire.org/initiate- login?returnURL=https%3A%2F%2Fptop.only.wip.la%3A443%2Fhttp%2Fajs.sagepub.com%2F
- 26. openathens.org The Redirector • OpenAthens can provide a single link structure that will: o Authorise users on-site without logging in o Authorise users off-site with a single OpenAthens login • Single proxy-like structure for all publishers • Checks user’s IP address and if on-network, sends them straight to target URL • If not, OpenAthens constructs the OpenAthens URL and sends the user there
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- 28. openathens.org How does it work: on-site? START Library uses the same format for all* resources https://go.openathens.net/redirector/novanth ealth.org?url=https%3A%2F%2Fptop.only.wip.la%3A443%2Fhttp%2Fwww.bmj.co m%2Fthebmj User clicks resource link Redirector checks where the user is located IP ADDRESS I’m using a work PC! User taken staright there
- 29. openathens.org How does it work: off-site? START Library uses the same format for all* resources https://go.openathens.net/redirector/novanth ealth.org?url=https%3A%2F%2Fptop.only.wip.la%3A443%2Fhttp%2Fwww.bmj.co m%2Fthebmj User clicks resource link Redirector checks where the user is located IP ADDRESS I’m using a work PC! User taken staright there Redirector creates federated link and sends user there
- 30. openathens.org This means… • The same URLs can be used in the library portal for on and off-site users • Third party journal A-Z and link resolver products can generate these easily • OpenAthens manages the special federated links o Updates these when the publisher makes changes
- 31. openathens.org To make this work publishers need to… • Support WAYFless or customer specific login URLs • Support deep-linking via federated access • Update OpenAthens and library customers when they change any links
- 33. openathens.org What is RA21? • Resource Access for the 21st Century (RA21) is a joint STM and NISO initiative with goals to: o Facilitate a seamless user experience for consumers of scientific communication. o Solve long standing and complex challenges in the areas of network security and user privacy. • Universal agreement that there needs to be alternatives to IP recognition. • It is hoped that the processes and policies will be adopted across the world of resource access. Myth Busting: Five Commonly Held Misconceptions About RA21 (and One Rumor Confirmed)
- 34. openathens.org For researchers • Seamless access to subscribed resources, from any device, from any location, from any starting point. • A consistent, intuitive user experience across resources. • Increased security for management of personal data. For content providers • Provide individualised and differentiated access for better reporting to governing bodies and clients • Offer personalised services to accelerate insight and discovery • Ensure the integrity of content on both institutional and commercial platforms For Library managers • Minimise the administrative burden of providing access to authorised user communities • Maximise the use of the resources purchased • Protect the privacy of user communities and advocate for their security
- 36. openathens.org Federated Access Management is the key • Discovery is central to improving the user journey • Much of the technology is already in place, it just needs greater attention • IP recognition should only ever be treated as a temporary solution • Active participants in RA21 and federated access management include: • InCommon • MIT • ProQuest • EBSCO • Elsevier • OpenAthens
- 37. openathens.org Six quick wins for improving the user experience 1. Improve terminology & language o Be consistent, accurate, relevant & non-technical 2. Improve the organisation discovery experience o Fewer clicks, less technical & busy 3. Provide deep-linking via federated access o Update your customers when you make changes to your links 4. Talk to your web designers and UX teams 5. Co-design your platforms with real users 6. Empower your support teams to understand federated SSO
- 38. Content provider health check Want to give your users the best online experience? Our new health check service includes: • User journey audit • Detailed report outlining: • Key problem areas • Technical recommendations • Best practice SSO scenarios • A follow up ‘spot check’
- 39. openathens.org Meet us! June 11-13, 2018
- 40. openathens.org Questions? Adam Snook Product Manager [email protected] | +44 (0) 117 313 6530 | Skype: asnook8