Skelton Primo Interface Usability Study
Introduction
The Mercer School of Medicine had adopted the Skelton Medical Library's new interface at the time of this study. Our team was tasked with conducting a usability study of the new interface. By performing a usability test on the Primo interface, we were able to highlight problem areas and propose solutions that will best suit users’ needs.
The objectives of this study were the following:
Learn how users navigate the Primo interface
Determine the issues that delay or prevent users from completing their goals
Understand user’s frequently asked questions while using the interface
Participants:
Our study consisted of five participants, all faculty and staff. Of these five participants one was a pilot, but the data we collected from this pilot was substantial and we made no significant changes to our testing protocol after the pilot, so we used data from all 5 of the participants. All participants received a $20 gift card incentive.
It can be noted here that with a well-designed small usability study having between 3-6 participants we can catch up to 80% of the problems that a system may have.
Methodology
The team collectively reached out to Technical Communication practitioners and those within the field to interview them To ensure a thorough evaluation of the Primo interface, the team employed a mixed-methods approach, collecting data through four distinct methods:
Pre-test Questionnaire
All participants completed a pre-test questionnaire, which helped the team understand each user’s level of familiarity with the Primo site and their intended goals for using it. This contextual information informed how we interpreted their behaviors during testing. Questions and responses are shown in the chart below.Usability Testing with Think-Aloud Protocol
The core of the evaluation involved a usability test, during which participants were given realistic scenarios and asked to complete specific tasks. While completing these tasks, users were encouraged to use the think-aloud protocol—verbalizing their thought process as they interacted with the interface. This method gave the team rich qualitative insights into users’ expectations, frustrations, and decision-making patterns.Reaction Card Activity
After completing all tasks, each participant took part in a reaction card activity. They were presented with a set of 30 adjectives (15 positive, 15 negative) and asked to select up to three that best described their experience with the Primo interface. This activity captured immediate emotional responses and highlighted patterns in user sentiment.Post-test Questionnaire
To deepen our understanding, the team conducted a short set of open-ended follow-up questions as a posttest questionnaire. This allowed users to reflect on their overall experience and elaborate on any usability challenges. (Note: This method was added after the pilot session and therefore does not include data from that participant.)
By using multiple data collection methods, the team was able to triangulate results—validating findings across different sources. This holistic approach allowed us to draw meaningful conclusions and identify actionable areas for improving the user experience.
Usability Testing
The usability test was structured around five realistic scenarios that reflected common research tasks users might perform when interacting with the Primo interface. These scenarios guided participants through a series of ten tasks designed to evaluate both the functionality of the system and users' ability to achieve their goals efficiently. Tasks included basic and advanced interactions such as using the search bar effectively, locating specific articles, and refining search results using filters and keywords. Participants were also asked to determine whether a source was peer-reviewed, identify cited sources within an article, and use built-in features to save relevant items for later. Each task was designed to simulate real-world academic research needs, allowing the team to observe user behaviors, identify usability issues, and gather direct feedback. This task-based approach ensured the evaluation focused on both discoverability and ease of use across key functions of the interface. Below are the task success rates for the tasks.
After the usability testing, we analyzed the data collected and concluded the following findings:
Discussion of Negative Findings:
Our usability testing uncovered three primary areas where users experienced significant challenges while navigating the Primo interface:
Lack of Descriptive Labels for Key Features
Several interactive icons lacked clear labels or tooltips, which left users unsure of their purpose. Specifically, participants were unable to identify the functions of the QR code icon, the pin icon, and the "sources cited" icon. This absence of contextual labeling hindered discoverability and discouraged users from interacting with these tools. An example of this is shown below:
Poor Readability of Top Navigation Tabs
Two participants noted that the font size used in the top navigation tabs was too small, and the spacing between tabs was insufficient. This made it difficult to distinguish between categories and negatively affected overall readability and ease of navigation. This is illustrated below:
User Abandonment in Response to Frustration
When faced with usability obstacles, three out of five participants indicated they would prefer to leave the Primo site and use an external search tool instead. This behavior reflects a critical issue with user retention and suggests that frustration points within the interface are significant enough to drive users away from the platform altogether. These are a few quotes that illustrate this feeling:
“If you weren’t able to find it here where would you go?” “I would just go right into Google Scholar.” - Participant 5
“I wasn’t very successful with getting any research out of it [when I tried to use it before] because it kept locking me out. I stopped using it. I went onto Google Scholar.” - Participant 2
“I want a peer reviewed journal. Really honestly what I would do at this point is go to Google Scholar.” - Participant 3
Conclusion:
Based on the usability findings, the team developed four key recommendations to enhance the user experience of the Primo interface:
Add Clear Labels and Captions
Many users were unsure of the purpose behind certain icons and features. Adding concise, clearly defined labels or captions will help users better understand the functionality available to them, improving both discoverability and confidence during use.Improve Tab Readability and Spacing
The top navigation row would benefit from increased font size and spacing between tabs. Enhancing the visual distinction between each tab will make navigation more intuitive and reduce the likelihood of user errors.Highlight a Home Button
Several users relied on the browser’s back button to return to the main page, indicating that a dedicated and clearly visible “Home” button would improve navigation and reduce confusion.Offer Onboarding Support
Introducing a brief tutorial for first-time users or a help/documentation page would support new users in understanding key features. Providing quick, accessible guidance can improve the learning curve and reduce frustration during initial interactions.
These recommendations are aimed at improving both the usability and overall satisfaction of the Primo interface by addressing areas where users experienced uncertainty or friction.
