The Research Rundown: January 2025 - March 2025

Welcome to the research rundown from the UX & Discovery Department at Harvard Library. In this quarterly blog post, we will share recent research our team has conducted at Harvard Library. This quarter, we welcomed Jenny Rae Bailey as part of our team.  

If you have any questions about the research or would like to consult with our team about helping you plan or conduct research at Harvard Library, please email libraryux@harvard.edu. 

Harvard Library User Research Center: Unaffiliated Users Survey Report Summary

In January 2025, the UX & Discovery team surveyed unaffiliated users who applied for independent researcher access cards as part of the Reimagining Discovery and library.harvard.edu Redesign projects. The survey gathered insights from over 165 respondents, predominantly professors, lecturers, and advanced degree students.

Major Insights

  • 89% of respondents rated their Harvard Library experience as Good or Excellent.
  • 90% use the library for academic research, with 39% visiting at least monthly.
  • Special collections and archives access was the most selected use of Harvard Library (57% of respondents).
  • Respondents identified better instruction around library services and programs for non-affiliated visitors as the top priority.

Users requested more explicit guidance on the application process, better information about available services for each membership tier. They specifically want better explanations of first-visit procedures, navigation to special collections, and book retrieval processes.

The survey revealed a strong appreciation for helpful staff and valuable collections. These findings will inform ongoing efforts for the Reimagining Discovery project and the library.harvard.edu redesign. 

Ask a Librarian Data Analysis Report

In January 2025, the UX & Discovery team analyzed Ask a Librarian and Chat with a Librarian data from November to December 2024. This research supports the Reimagining Discovery and the library.harvard.edu Redesign projects.

Major Insights

  • 68% of Ask a Librarian tickets came from unaffiliated users, while 79% of Chat with a Librarian interactions were from Harvard affiliates.
  • Users mistake the Ask search bar for the Chat function.
  • Harvard affiliates primarily seek known-item-finding assistance and technical support with library systems. They often attempt self-service before reaching out for help.
  • Unaffiliated researchers typically ask about special collections and need guidance on access procedures and copyright permissions. 

 These findings will inform ongoing efforts for the Reimagining Discovery project and the library.harvard.edu redesign. 

Collections Explorer Homepage Prototype Testing

In February 2025, the UX & Discovery team conducted a usability evaluation of Collection Explorer's homepage design to support the Reimagining Discovery project. The study focused on determining whether the homepage is understandable and perceived as open to all users, particularly those unaffiliated with Harvard. The study included 68% unaffiliated users with varying familiarity levels with special collections. 

Major Insights

  • Users easily understood the homepage design, with 94% correctly identifying Collection Explorer as a search tool for special collections and archives.
  • 68% of users correctly recognized that no Harvard ID is required, primarily because they didn't see login requirements.
  • Users appreciated the intuitive search bar and helpful suggestions for query phrasing.
  • Many users identified natural language query capabilities as indicating AI functionality, noting the ability to ask questions rather than just use keywords.
  • Users struggled to differentiate between Collection Explorer and "Other Library Search Tools," suggesting terminology improvements.

The research recommends changing "Other Library Search Tools" to "Specialized Library Search Tools" to differentiate services better. Additionally, further research is suggested to improve how public access to special collections is communicated on collection pages. These findings will inform ongoing efforts for the Reimagining Discovery project.

Intercept Survey Library.Harvard

In February 2025, the UX & Discovery team conducted a site intercept survey on library.harvard.edu using Hotjar to gather real-time feedback from 544 visitors. This research supports the library.harvard.edu redesign process and aims to understand user needs, particularly those without Harvard IDs.

Major Insights

  • The site had three primary audiences: non-affiliated researchers (56%), Harvard-affiliated researchers (29%), and the general public (15%).
  • 82% of all respondents use the site for academic or other research purposes.
  • 53% of respondents were first-time visitors, with significantly higher rates among non-Harvard researchers (65%) and the general public (70%).
  • Nearly half (48%) of users interact with Harvard Library exclusively online, never visiting physical locations.
  • 56% of respondents access the site from international locations.

Non-Harvard researchers typically use the site 1-3 times annually, focusing on collections/exhibits and how-to pages (alumni access, special collections access, and borrowing procedures.)

Harvard-affiliated researchers visit more frequently (at least monthly), are most likely to use physical library spaces and prioritize collections/exhibits, the homepage, and research support tools.

The collections and exhibit pages emerged as the most popular content across all user groups, highlighting the importance of Harvard's unique materials. These findings will inform ongoing efforts for the library.harvard.edu redesign project.

HOLLIS Images Analytics Findings

The UX and Discovery team analyzed engagement on the HOLLIS Images from January 10, 2024, to January 10, 2025, using Google Analytics data from 40,864 users across 76,199 sessions. This analysis aimed to understand user behavior trends when interacting with Harvard's visual collections.

Major Insights

  • HOLLIS Images demonstrates high engagement metrics, with users viewing 10.66 pages per session on average.
  • Users perform approximately 8 searches per session (compared to 5 in HOLLIS), indicating more exploratory research patterns.
  • Most searches target specific collections rather than general subjects, with canned search terms frequently directing users to specific image collections.
  • 21% of users actively employ filters, with Author/Creator, Subject, and Date being the most commonly used.
  • 37% of users navigate beyond the first page of search results, significantly higher than in other Harvard discovery systems.
  • Direct/bookmark traffic accounts for 40% of sessions, while Google search brings 33%. Among Harvard Library referrals, research guides drive the most traffic (45%), with the Chinese Studies guide generating the highest volume.

Most user sessions (42%) begin directly on canned search results pages rather than the homepage, suggesting that users often arrive with specific research targets. This pattern and the 40% returning user rate indicate that HOLLIS Images effectively supports visual-focused research workflows and specialized collection exploration. These findings will inform ongoing efforts for the Reimagining Discovery project.

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