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The impact of change in Web-based IR systems on users' experience

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. Everything changes, nothing remains.

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The impact of change in Web-based IR systems on users' 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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