Educause_042406_FINAL
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Implementing Administrative Systems?
You need an Evolution, not a Revolution!
UNIVERSITY OF WASHINGTON
Copyright [your name] [year]. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author.
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Jeanne Marie Isola, Director, Strategic Initiatives OfficeLinda Nelson, Administrator, Department of Physics
Gary Prohaska, Technology ManagerPaul Schurr, Senior Systems Engineer
Jelena Curless – Senior Systems EngineerErick Winger – FDI Customer Service Lead
UNIVERSITY OF WASHINGTON Public Research University
Three Campus Sites 41,089 Student Enrollment
23,462 Faculty and StaffTwo medical centers and a School of Medicine
#1 public university in federal support for research and training
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AgendaI. Overview - Jeanne Marie Isola
II. End User Perspective - Linda Nelson
III. Technology Manager’s Perspective - Gary Prohaska
IV. Usability Perspective - Jelena Curless
V. Developer’s Perspective - Paul Schurr
VI. Customer Support Perspective - Erick Winger
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Evolution?
Revolution?
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InvolvementThe USER approach to creating administrative systems
USER Teams
Iterative Approach!
*Executive Vice President, Vice Provost for Research, Vice Provost for Planning and Budgeting, Vice President for Computing & Communications
**e.g., Financial Management, Planning and Budgeting, Human Resources, Computing & Communications
Meeting user
needs!
Engaging University
Users!
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SPONSOR
EVP*
PROJECT MANAGERSSIO Manager
Technical Manager
VOLUNTEERSProcess Improvement Teams
User Task Groups Testers
APPLICATION USERS Feedback Sessions; Surveys; Focus
Groups
*Executive Vice President
Customer Driven!
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STEP 1: Prepare and Define Scope
STEP 2: Envision and Whiteboard
STEP 3: Design Prototype
STEP 4: Working Prototype
STEP 5: Test and Implement
STEP 6: Measure and Monitor
IterativeA Six Step Process
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Significant time commitmentOpportunity to contribute to
institution-wide endeavorGain understanding of institutional
structure and processes Sense of accomplishment
Volunteers’ Experiences
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ev.o.lu.tion A gradual process in which something changes into a different and usually more complex or better form
The process of developing
Software Evolution
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Intensely collaborative design with end-users, central office experts, and technical developers
Massively iterative; change is relentless Evolutionary; no mistakes Visual Agile; lightweight More Art than Science Strong executive sponsorship and IT governance
The USER Approach to software development
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Whiteboarding(visioning; lots of yakking)
Visio(non-working prototype)
HTML(just another pretty face)
ArchitectureStubs
(some navigation andfunctionality)
WorkingPrototype
STOP(start over)
BuildProduct
USERPRODUCTLIFECYCLE
GO!
Product Release
Dead end
Dead end
Dead end
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The Usability Perspective Usability is not a science - the typical answer to any
question is:
“it depends” Requires considering many perspectives
You won’t get it right by yourself, with your development team, or just talking to business experts
You won’t get it right the first time
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The Usability Perspective Off-the-shelf products reflect the development
company’s priorities not our business language someone else’s tradeoffs
Developing own products takes time, but you get it right the first time teams include business specialists, end users, and
technical specialists (so you can make good tradeoffs) well thought-out - tradeoffs are made in advance,
communicated to all, feedback is invited
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The Usability PerspectiveIterative approach works well:
opportunity to refine the design insert testing using the visual aids developed along
the way Expand feedback to broader audience each time
you develop a set of ever more detailed visuals
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USER Projects are Different from Traditional IT Projects
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USER Projects are Different from Traditional IT Projects
no spec, vague scope
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USER Projects are Different from Traditional IT Projects
no spec, vague scope
frustrating and rewarding
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USER Projects are Different from Traditional IT Projects
no spec, vague scope
frustrating and rewarding
sometimes it’s the only way to get it right
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Developing with a User Task Group
provide research and technical feedback
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Developing with a User Task Group
provide research and technical feedback
provide mock-ups and prototypes
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Developing with a User Task Group
provide research and technical feedback
provide mock-ups and prototypes
create flexible architecture, expect change
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Developing with a User Task Group
provide research and technical feedback
provide mock-ups and prototypes
create flexible architecture, expect change
enjoy the help
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Customer Support Involvement
Change Management: those on the frontline of change understand why
Customer Support has credibility/knowledge Gain understanding of system limitations and processing Communication with campus prior to rollout
Helping Hand for developers: Customer Support can manage broad testing representation
Facilitate creation of testing groups Create testing scripts Manage testing groups and filter feedback
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Customer Support Involvement
Being involved in building process and testing assists the Customer Support team in creating:
Triage Structure Rollout: training key-items FAQs Understanding of user types HELP pages, web documentation
http://ucs.admin.washington.edu/MyFD/Home.aspx
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Questions? Jeanne Marie Isola
Linda [email protected]
Gary [email protected]
Paul [email protected]
Jelena Curless [email protected]
Erick [email protected]