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Using task analysis in Web redesign at HP Labs

by Pamela Gore with commentary by Jean Graef (in blue text)

February, 2006

Pam Gore manages library Web site content and communications programs as a Technical Analyst with HP Labs Research Library in Palo Alto, CA. Pam earned her MLIS degree from Simmons College."


Like many other corporate Web sites, the library site at HP Labs had accumulated negative feedback as it evolved from a simple listing of services to a research portal on the company's Web site. The complaints included confusing terminology, too much text on a single page, and too many paths to the same destination. As a result, users were wasting time trying to find information about library services and resources. In 2003, a library redesign team used interviews to identify 74 tasks that users were trying to accomplish. This article tells how they used this information to create a more usable library Web site and what they learned from the process.

HP Labs Research Library's Web site
HP Labs Research Library offers digital resources, customized research services, and traditional reference service to Hewlett Packard’s strategic R&D unit. The rich digital collection provides access to services such as ACM Digital Library, Factiva, Proquest Direct, Scopus, and Science Direct, and over 19,000 periodicals through the SirsiDynix Unicorn and Serials Solutions’ E-Journal Portal. In addition, library staff develop content for publication through newsletters and reports.

The library's Web site has evolved from a simple, one-page listing in 1993 to a full-fledged site with integrated services (top screen shot below). In 2003, the library portal was integrated into the company intranet portal (bottom screen shot below). ...

Includes screen shots. Interview questions available upon request (members only). Q&A section includes answers to these questions:

  • What is the library's mission? What are the major groups you're supposed to serve?
  • Are you willing to share your interview questions?
  • How is library effectiveness measured? Do you plan to develop a more robust set of metrics for the Web site?
  • What are you using for search? Are you satisfied with the search function as it applies to your Web site? If not, do you plan to get your own search engine?
  • What is the library doing to serve people who don't currently use the library?
  • What do you plan to do about your fifth category of tasks -- job-specific tasks?

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Created on March 4, 2006 l Updated on November 2, 2006