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Impact of Change in Web-based IR Systems on User Experience

This study explores the inevitable changes in users, IR systems, and environments, and their impacts on user experience. It discusses reasons for system changes, positive and negative outcomes, and provides examples and case studies. Implications for users, designers, content providers, and research approaches are also discussed.

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Impact of Change in Web-based IR Systems on User Experience

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  1. LIDA 2003 Dubrovnik, Croatia The impact of change in Web-based IR systems on users' experience Dr. Sanda Erdelez School of Information Science and Learning Technologies University of Missouri - Columbia, USA sanda@missouri.edu

  2. Everything changes, nothing remains. You can't step into the same river twice. Heraclitus

  3. Concept of Change State x1 State x2 (initial) (changed) ---------------------------------------------> TIME

  4. Change is inevitable • Users change • IR systems change • Environment in which users and IR systems operate changes

  5. Users Change • They change from novice to experienced IR system users • Their subject expertise changes • Their information needs and information problems change

  6. IR Systems Change • Their search capabilities change • Their content changes • Their user interface changes

  7. Environment Changes • Technological advancements in system design and development (e.g., object oriented programming, rapid prototyping) • Changes in connectivity, mobility, transportability, interoperability

  8. Impact of Change • Positive outcomes for the user - usually delayed: • Better system usability • Improved productivity • Negative outcomes for the user - usually immediate: • Confusion • Decreased productivity • Frustration

  9. Why IR Systems Change? • Technological advances • Growth in content • Change in system purpose • Improvements in design and capabilities

  10. Change in Web-based IR systems: Examples • A website doesn't exist any more • A linked document is not there any more • A website has a different look and feel • A new search feature/function has been added

  11. Two Case Studies of Change Dell Computer: • 10 mil. Visitors per month (1999) • “Dell reworks Web site to guide 'solvers,' 'browsers‘ ” 11/15/99 • Customer support Website redesign by internal Web development group • Third major Website redesign since 1996 • redesign revoked due to massive complaints

  12. Two Case Studies of Change Liz Claiborne: • Online store redesign by Creative Good (http://www.creativegood.com/) • The redesigned site reportedly created 57% increase in sales conversion and a 25% increase in average order size

  13. Implications for Web Users • What you have once found will not be there when you visit again • Need to have universal search skills • Need to have alternative strategies for finding information when system changes

  14. Implication for Web Designers and Content Providers • Web users notice and care about the changes • Keep in mind unintended effects of changes • Think about ripple effect of changes

  15. Research Implications Need to incorporate change as a factor in the research design for IR system evaluation • User change: information problem shift (Spink & Wilson, 1999) • System change: ??? • Need to conduct studies about the impact of IR system change on user experience.

  16. Possible Research Approaches • Experimental studies • Longitudinal studies • Dynamic system modeling of potential impacts of change

  17. It is the change of water that makes a river. It is the change of Web-based IR systems that makes the Web. Heraclitus, again…

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