THE CHALLENGE
MyAthens is the OpenAthens product for learners and researchers is used by millions around the world and it is a easy way for librarians and information managers to ensure access to subscribed content. MyAthens has been developed 15 years ago and it shows. The tired, cluncky interface is difficult to navigate and it causes confusion and frustration especially for first time users.
MY APPROACH
I started by analysisng feedback from users and looking at Net promoter score (NPS) survey results and usage data from HotJar and Google analytics. It was clear that the poor experience was damaging to the OpenAthens brand but on the other hand users appreciated the simplicity of the product. In discussion with the team a decision was made to redesign the product addressing usability and accessibility issues.
HEATMAP ANALYSIS
I used data from HotJar, a behavioural tracking tool, to help me understand how the users were interacting with the product
SURVEY
The NPS survey showed that no matter the usability and accessibility issues the product was still valuable for the users.
USER INTERVIEWS
I also interviewd learners to better understand how they find and access information online.
PROTOTYPING
Working with high fidelity prototypes I facilitated a number of collaboration sessions with the rest of the team where we could discuss the best way to develop the product features.
THE OUTCOMES
MyAthens has been live since early 2022 and has been a great commercial success. We smashed the sales forcast by over 100% in the first year and today MyAthens is a key selling point for OpenAthens.
User feedback has also been great too. MyAthens was transformed from the tool that everybody hates to the go to library tool for millions of learners and researchers around the world.
