Introducing customer experience 7 October 2014 FE Skills Window Steering Group.

Introducing customer experience7 October 2014

FE Skills Window Steering Group

Welcome & Aims

Welcome from the chair (Joe Wilson)

1. Update on what’s been achieved in Phase 1 and priorities going into Phase 2 (demo)

2. Advice on widening stakeholder engagement

3. Opportunity for discussion, reflection & to share related initiatives.

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Understanding the FE Community

Key activities in Phase 1.

1. Digital content audit report

2. Community Engagement & outreach activities

3. User Survey

4. Alchemy Research

5. Curriculum Mapping Pilot

6. FE Skills Window

7. Curriculum Mapping Tool* Title of presentation (Go to ‘View’ menu > ‘Header and Footer…’ to edit the footers on this slide) *

1. Introducing the Digital Content Audit

Address the following question:

What is Jisc’s current digital offer to the FE community and how might this information help to inform the development of the new FE Skills Window?

Focus on qualitative data

In-scope: 12 core and optional services, existing content

Out-of-scope: quality, subject area coverage, other Jisc content, evaluation of services in terms of users & usage

Approach: 2 step process - develop a spreadsheet, followed by consultation with service providers.

* Title of presentation (Go to ‘View’ menu > ‘Header and Footer…’ to edit the footers on this slide) *

1. Findings from the Digital Content Audit

Key themes emerged: user experience; content provision & use; technical standards, tools and applications.

User Experience:

Authentication – Varies across the services which can be confusing for the user

Filtering content - 35 different categories. Common: date, by place / place name, by collection / theme

Using content – Wide range: All services = view, download, search and browse. Two services enable the user to deposit content, several enable user collections

Accessibility issues – Only half of the services were partially W3C compliant (BS8878 standard).



Content Provision & Use

Resource Types - rich and varied range of digital content but terminology inconsistent

Quantity of content - varies markedly from 19 (PP) through to 20 million (BUFVC) Difficult to quantify the number of resources (data & level of granularity)

Subscribing institutions (367) – varies due to a range of factors; prioritisation, changes in the subscription process. What about the number of active users?

Identifying FE content – 10 / 12 services have not tagged their content specifically for FE.



Technical Standards, Tools & Apps:

Routes to content -Twitter & Facebook are the most popular but how ‘active’ are these communities?75% of services have used YouTube and VimeoFour services have developed a blog, but a majority focus on the HE sector.

Mobile friendly & apps Majority of services websites that are not designed for mobile users but several services are addressing thisHT have developed a beta app & Mediahub’s mobile app is scheduled for release.

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Technical Standards, Tools & Apps:

OAI-PMH feed - 1 / 12 services have developed an OAI-PMH feed

API - Four services have developed APIs (2 relevant) and Mediahub has one in development

Metadata schema - no common metadata schema used across the services

Six services use no metadata schema and 2 services use Dublin Core

Subject area coverage:

Range – 2 = LearnDirect and another use a combination UNESCO & IPTC

Common approach needed. Wider than FE Skills Project.* *

2. Community Engagement and Outreach

Outreach activities:

Workshops in Wales and N. Ireland● Introductions & demos of MediaHub, Digimap for Colleges,

and Jorum● Hands-on sessions● Group discussions and feedback

User SurveyMarket Research (Alchemy)RSC Forum meetings & summer conferences

Practitioners Group

20+ members ~ Jiscmail list ~ to assist us with feedback, user stories, testing (prototypes & iterative designs)


2. Community Engagement and Outreach

User stories:

In software development and product management, a user story is one or more sentences in the everyday or business language of the end user or user of a system that captures what a user does or needs to do.

It captures the 'who', 'what' and 'why' of a requirement in a simple, concise way, often limited in detail by what can be hand-written on a small paper notecard.

Primary way to influence the functionality of the system being developed.


http://en.wikipedia.org/wiki/Software_development

http://en.wikipedia.org/wiki/Product_management

http://en.wikipedia.org/wiki/User_(computing)#End-user

http://en.wikipedia.org/wiki/User_(system)

2. Community Engagement & Outreach

Stakeholder mapping

Key action from last Steering Group meeting

Engaged in a collaborative process using Trello and a stakeholder map was developed

Follow up activity later.


https://trello.com/b/bKXMSmr5/fe-skills-steering-group-note-that-interest-may-be-low-until-the-project-outputs-are-available-the-map-will-therefore-need-upda

3. User Survey- Design & Findings

Online survey developed in-house, evaluated through a pilot and employing Bristol online survey tool.

Data collection period of 6/52 (summer 2014) with awareness raising through Jisc website, RSCs, Steering Group members and social media (Twitter, Project Blog and LinkedIn).



User Survey results:

Modest response rate, n=29.

Wide profile of qualifications delivered by respondents.



User Survey Results (cont.)

Feedback on Jisc Digital Resources for FE:

55.2% stated that they did not use any Jisc Digital materials for teaching and learning.

10.3 % (n=3 respondents) were unsure of whether they did use such Jisc resources.



• 34.5% of respondents reported use of Jisc Digital Resources for teaching and learning.

• Total of 6 Jisc services namely Jorum, Digimap, Hairdresser Training, Primal Pictures (Child Link), eBooks for FE and MediaHub were reported as being used.



Range of desirable resources

•Probed the types of resources respondents would like from Jisc in the future.


Data are the number of responses with some respondents requesting multiple resources.


Barriers to use of Jisc digital resources

Range of issues reported, most common factor was lack of awareness.


Data are the number of responses with some respondents reporting multiple factors


Preferred Route to discovery

Integration with VLE plugins e.g. Moodle, via portal website and via mobile apps were the most popular requests.


Some respondents indicated preference for more than one route of discovery.


Conclusion

User survey provided useful insight to FE community in terms of awareness of Jisc resources; barriers to use and preferences for access/discovery.

These findings will inform:

Jisc Customer Engagement strategy and the design of FE Skills Window.


Stakeholder Mapping (cont.)

We’re keen to hear your stories…

Follow up activity:

WHO:

Is it representative?

WHAT?

Develop strategies for targeting a key stakeholder group: High influence on success / low interest.

WHY?

Why engage? What’s in it for them?


4. Alchemy Research Study

Commissioned research to understand the needs and behaviour of FE/Skills staff in relation to the use of digital learning and teaching resources.

Objectives:

1. To determine if/how digital content should be to be mapped to the curriculum.

2. To determine the importance of a community aspect of any new service (eg, a resource to deposit materials to share with others).


4. Alchemy Research Study

Study design

Qualitative research using in-depth, structured interviews (n=40), approx. 60 min duration and face to face where possible.

Recruitment conducted by specialist trained and experienced recruiters, in line with the MRS Code of Conduct.

Modest incentive provided to participating colleges.

Progress: draft final report October 17 with workshops and presentation to “Jisc & Project team” in November.



Why are we doing this?

Various channels of feedback indicate the success of the Hairdressing Training is due in part to the curriculum mapped nature of content.



Pilot design

Collaboration with RSC Scotland: Past success of similar project.

Enables small scale testing and evaluation of process to mitigate risks of failure.

Adopted a strategic approach to selecting subject areas based on user survey feedback, content audit of Jisc Digital resources for FE and consideration of home country and UK priority areas.


5. Curriculum Mapping

Choosing the subject areas

Focussed on the most popular Jisc Digital Resources

i.e. Jorum, Hairdressing Training and Mediahub (aware that the eBooks for FE collection was out to tender).

•Mapped content against collated 27 vocational subject areas.

•Outcome

•Agreed upon:

•Released a call for participants with appropriate expertise to Scottish FECs.


Agriculture

Animal Care

Beauty Construction

Engineering

Horticulture

Make-up Artistry

6. Introducing the Curriculum Mapping Tool


http://mapping.mimas.ac.uk/

7. FE Skills Window (proof of concept)

Issue:Modern web apps such as Twitter, Facebook and Google look simple but they are driven by a complicated data model

All this complexity was inseparable from the web page making it difficult to extend the web app

Solution:Using the latest technology (AngularJS) we separated the logic of the application from the presentation

We rewrote a series of foundation components from scratch such as search box, facets / filter, pagination etc (building blocks).




Benefits of this approach:

● Easy to maintain and extend ● Enables agile development - easy to adapt based on user needs● Open source solution developed & supported by Google● Proven technology (Google Drive, Gmail etc)● Test driven programming pattern followed so all the components tested automatically to ensure a quality

solution● Enables us to easily develop and deploy a new application without changing the basic logic or data

model...such as the FE Skills mobile app.

7. FE Skills Window (demo)

The main layout of the One Page Web Application showing the various elements such as the search box,pagination, facets etc.

http://www.defintio.org/agg


So we completely re-engineered the technical infrastructure

Every element is now a configurable block that can be moved, removed, repositioned

But still talk to the other blocks

So the question is …… what combinations do we want to create?


We can present various views to assist practitioners - suited to their preferences.

For example …Simple search + resource type


RatingsReviewsUser stories – context around use of resources

Sharing practice around the resources ??

7. FE Skills Window (mobile version)


www.definitio.org/swipe

http://www.definitio.org/swipe


Where to next?

We need more user stories to inform this development

Development of beta version based on user stories.


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Thanks from the FE Skills Project Team

Head of Learning, Teaching and Professional Skills. [email protected]

FE Skills Project [email protected]

Community & Engagement [email protected]

mailto:[email protected]



Introducing customer experience 7 October 2014 FE Skills Window Steering Group.

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