Redefining the “My UW” Experience My UW Advisory Group August 27, 2013 Phyllis Treige User...
-
Upload
ashley-cox -
Category
Documents
-
view
217 -
download
2
Transcript of Redefining the “My UW” Experience My UW Advisory Group August 27, 2013 Phyllis Treige User...
• Redefining the “My UW” Experience
My UW Advisory GroupAugust 27, 2013Phyllis TreigeUser Experience Consultant
Let’s step away from “the Portal” and get some perspective…
• What challenges do students, faculty/instructors, and staff face?
• What “jobs” do they have and how/when do they do them?
• Where are heaviest needs for support?
Hypotheses• Students/employees don’t know when or how to do
things– Missed deadlines/opportunities, increased need for support, disengagement
• Info/resources/answers are hard to find– Spread out, different sites, some offline– Resources don’t match questions (university terminology ≠ user terminology) – Grouped by responsible unit/dept., not task
• Campus stakeholders can’t get attention/focus• Many campus apps are difficult to use (Stud. Ctr.)• Need to log in to many different sites/apps
Discovery
• User Interviews– Students, faculty, staff, advisors, and more– ~30 one-on-one interviews complete,
still more to come• Focus & Other Groups
– AARB, Div. Student Life, U Comm, VIP, Mobile UW• Usage Data
Discovery Findings• “You know that I’m a student so why not show me the most useful stuff?”• “I don’t know the answer to that question until I get to the next step…”• “Why are there so many steps anyway?”• “Tabs and tools that don’t talk to each other…I really had to adapt to being
here…very confusing…redundancy…downright weird…”• “I have a hard time figuring out the best place to go.”• “I’m probably not the best person to ask because I don’t know how to use
the tools very well…”• “I don’t know what students see…it can be embarrassing and makes me
feel incompetent.”• “Talking to the computer, not to each other…computer coming b/w us.”• “We don’t have control over that part of the process…so we just do our
best.”
Discovery Findings (cont.)• Absence of shared, nuanced life cycles for key roles
– Missing the needs, context for common tasks– Difficult to prioritize and assess best solution(s) in narrow niches
• Unable to “see” what students see but asked to help– Teaching the tools (Course Guide, Schedule PLanner, Student
Center) and the process gets lost– Difficult to get birds eye view of experience, work in siloes
• Common tasks (class reg, course setup, vacation balance, etc.) can be challenging, even anxiety inducing– Clumsy handoffs between people/systems/applications– Frustration increases with (in)frequency, urgency/importance, degree
of contingency, etc.
Example
Discovery Findings (cont.)• Notifications/deadlines via multiple sources, formats
– Consensus = miss some things, particularly enrichment opp’s
• Email & calendar central, not well integrated• Unintended consequences
– Transition from print course catalog to Course Guide– Students electing to take less rigorous classes
• Multiple hats makes audience-driven content challenging• “Me” info in multiple systems, hard to know source• From a student perspective, there’s a “secret sauce” in VIP
work experience
Needs, tasks, jobs—oh my• Planning, selecting & registering for classes• Picking a major, navigating requirements• Entering time sheets• Teaching someone how to do something (from
simple > complex tasks)• Planning and setting up course, grade book• Submitting grades• Initial benefit selection & subsequent changes• Planning vacations or time off
Getting Started
Design Principles*• Start with (user) needs• Do less, be selective• Design with data• Do the hard work to make it simple• Iterate. Then iterate again.• Build for inclusion• Understand the context• Be consistent, not uniform• Make things open, it makes things better*Adapted from GOV.UK Design Principles
Preview User Interface
http://share.axure.com/NAVY8O/
Review Design Themes• Infrastructure to support first
person “My UW” experience– Notifications, My Profile, Favorites, Settings, etc.– Smart defaults w/ opp. to customize
• Streamlined content, “marketplace” driven– Motivate the creation of effective resources
• Comprehensive visual style guide• A repeatable user-focused design
process– Shape more integrated, holistic experiences
ALONGSIDE NEED:
Inclusive & contextual life cycle info for key roles--students, faculty, staff, advisors--and awareness of overlap and gaps
Challenges
• Achieving shared understanding of design principles & process
• May reveal gaps, inefficiencies, and opportunities
• More labor intensive for discovery, design & implementation– Each need/task is a design challenge in and of
itself
Next Steps• Collect My UW Advisory Group feedback• Collect broader user feedback• Continue design iteration, refine default
experience for key roles (students, faculty, staff)
• Prioritize implementation and stage efforts• Roll out• Continue to iterate and evolve
Discussion