Usability of library systems : case Axiell Quria

The topic of this master’s thesis is the usability and user experience of the Axiell Quria library system during its implementation in the Upper Savo library network Rutakko. The aim of the study was to investigate how usability and user experience develop during a library system transition, what kinds of usability challenges and expectations emerge and what emotional responses arise when library professionals learn to use a new system.

The study was conducted using the methods familiar to usability research: usability and user experience on-site testing, online questionnaire and expert evaluation. The research data consisted of two online questionnaires answered by library personnel, with 45 responses in total and of task-based user testing, 13 test sessions in total. The first user tests were conducted in May 2024 using a pre-launch version of Quria while the second tests were conducted in August–September 2024 after the system had been in everyday use for several months. In addition, a professional usability evaluation was carried out with the help of Jakob Nielsen’s usability heuristics and Kuuskoski’s heuristics for library systems. The main functions evaluated were database search and reserving, loaning and returning, patron database management and selected expert tasks such as system settings and cataloguing.

The results show that the users became more efficient and confident in using Quria over time. Task completion became faster, workflows were more fluent and users adapted to the system through daily use. However, perceived usability and overall user experience did not improve similarly. Questionnaire results showed that user experience ratings lowered from the first to the second questionnaire. The main usability challenges were related to the high number of clicks, unclear terminology, insufficient system feedback, database search, complex workflows and lack of guidance in error situations.

This study also suggests the importance of emotional user experience in professional systems. Although confidence increased during the learning process, frustration remained a prominent emotional response especially in relation to database search and inefficient workflows. The findings suggest that learnability alone does not guarantee a positive user experience if deeper usability issues still remain.

This thesis contributes to the limited research on usability and user experience in professional library systems. The findings emphasize the need for user-centred design, continuous usability evaluation, clearer system language, improved system feedback and better alignment between system logic and library professionals’ everyday work practices. Ensuring high usability in library systems is essential, as these systems directly affect both the efficiency of library work and the quality of services provided to library users.