Lyngby, May 22 2007
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Lyngby, May 22 2007 What do they want from us? Dennis Beckers The role of user research in portfolio- and lifecycle management
description
What do they want from us?. The role of user research in portfolio- and lifecycle management. Dennis Beckers. Lyngby, May 22 2007. SURFnet. Develops and manages national research network Not for profit organization, 60 employees 180 connected institutions, 750.000 users Funding:. - PowerPoint PPT Presentation
Transcript of Lyngby, May 22 2007
Lyngby, May 22 2007
What do they want from us?
Dennis Beckers
The role of user research in portfolio- and lifecycle management
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SURFnet• Develops and manages national research network• Not for profit organization, 60 employees• 180 connected institutions, 750.000 users
• Funding:
Exploitation (18 M)
Innovation
(14 M)
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Budget allocation
Content deliveryGroupware applications
End user supportSecurity
Authentication & Authorization
Networkinfrastructure
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Lifecycle model
TechnologyScouting
UserResearch
FeasabilityStudy Service
development
Stimulating use&
Support
Production Decom-missioning
Technologydevelopment
Needs ofinstitutions
1 2 3 4 5 6
Plan for feasability
study
Business case & plan DO
Introduction service
Large scale service
provisioning
Decommis-sioning service
Shutting downservice
Feedback
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User research
End users Contacts Special Interest at institutions Groups
(3.000) (97, 75%) (4)
• Goals are to provide insight in: – Demands and requests of institutions– Strong and weak points of our services
• Yearly
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Research methodology
End users
Special interest groups
Organizations interviews analysis
interviews
focusgroups
analysis
analysis Online survey
Online survey
conclusions
qualitative quantitative
synthesis
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Research among institutions1. preliminary qualitative interviews with 10 institutions
Goal: to gather themes and to test questionnaire
Themes: - image of SURFnet- roles of SURFnet- the portfolio of services- relation SURFnet and institution- knowledge dissemination- satisfaction services- future developments
2. Online quantitative survey among all institutions
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Research among SIGs
• Adapted version of questionnaire for institutions
• Discussions during regular meetings or questionnaire
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Research among end users
1. Focus groups
2. Online survey (> 3000 participants)
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Synthesis• Meeting of 20 representatives of institutions (14), SIGs (2)
and end user groups (4).
• SURFnet formulates conclusions for the portfolio, services and innovation, based on the results of the research
• To check whether institutions, SIG’s and end users support conclusions SURFnet
• The conclusions of the synthesis have been instrumental for choices that are made regarding– Service portfolio 2007– Activity plans for innovation projects
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Results: name recognition remains low
knowSURFnet
2006%
2004%
Students 29 22Staff 64 55Total 51 39
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Use and opinion services
• Every respondent uses (often unconscious) SURFnet
• Mainly because of unawareness, use of other services remains behind
• Services that are being used are well evaluated
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Opinions of institutions
• SURFnet is considered to be innovative, reliable, customer oriented and not bureaucratic
• 25% of the institutions think SURFnet is expensive
• Services:– Match well with the needs of the institutions– (when used) are well valued– Portfolio is balanced and complete
(minus remote storage)
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Changes in service portfolio
• Changes in service portfolio:– New services (dynamical lightpaths, mailfilter)– Discontinuing others (search engine, X.509 PKI)
• More coherence of services
• Integration between group communication and content delivery
• Institution specific reports
• Operational excellence
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Changes for innovation plans
• Focus on operational excellence• Focus on stimulating the use of services by
researchers and teachers• Active stimulation of adoption and use of security and
aai-services • Temporarily less focus on (new) service development• Technology scouting as a basis for gathering and
disseminating of knowledge
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Questions/comments?
Dennis Beckers [email protected]
