"Flip IT! Flip IT Good!" User-Centered Solutions Create Success (166249549)

7/29/2019 "Flip IT! Flip IT Good!" User-Centered Solutions Create Success (166249549)

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FLIP IT! FLIP IT GOOD!User Centered Solutions Create Success

Sara Stubbs & Helen Chu :: University of Oregon

Educause West/Southwest Regional ConferenceAustin, Texas :: February 13, 2013



GETTING TO KNOW YOU

How many of you…



WHAT ARE YOU HOPING TO ACHIEVE?

Increase engagement?

Tear Down Silos?

Create a nimble team?



PART I: FLIPPING SPACES

From this

To this!!



THE OLD HELP DESK



The primary mission of the Information Services Help Desk is toTEACH our customers. That is, beyond assisting with technical issues,we the instructors are charged with preparing our students to betechnically literate citizens in the technologically-saturated world inthat we live.

HELP DESK : THE MISSION



Who is your user?

What are their concerns overall – not just with yourservice.

What problems does your service solve for your users?

How does the service you’re offering connect to their life,

their concerns? How big a part does your service play intheir lives?

RESEARCH YOUR USER



• Data Collection:

• Usage Statistics

•

User Survey• Data Interpretation:

• Personas / Use Case Scenarios

• Ethnographic Study & Research

METHODS



How will you learn about your user?

What kind of experience do you want your end user tohave? How will you create that experience?

What level of contact do your users want? How will you

deliver those different levels of contact to your users?

What do you need to do, change, add, eliminate to do this?

How will you set up your initial assessment to gathercomparable data afterwards? Pre and post occupancysurvey.

QUESTIONS TO ASK



Most undergraduate students and faculty.

In proportions relative to college size

Students

24,000+ students at the University of Oregon Varied technical skill levels

Wide arrange of equipment

Faculty and Staff

Primary for accounts in many units

Secondary desktop support

Primary for Retired Faculty

DATA COLLECTION: USAGE STATS



0

200

400

600

800

1000

1200

1400

1600

1800

July Aug Sep Oct Nov Dec

91153

211 189 164 1974240

59 79 86 58

39

37

74 85 106 110265

440

1384

934

527367

Helpdesk Tickets by Affiliation Q1/Q2

Undergraduate

Staff

Retired

Graduate

Faculty

Community

Associate



1054

324128

133

174

186

34

158

4020 158

161

Helpdesk Issues by School Q1

CAS

Undeclared

AAA

Journalism

Other Administrative

Business

Law

Education

Music and Dance

Affiliated

CEP

Information Services





WHAT PROBLEM ARE THEY TRYING TOSOLVE?

Stats from February 2011



Keep

Helpful

Friendly

Got computersfixed

Fix

Dark

Unwelcoming

Confusing

Hard to find

Wait times

DATA COLLECTION: SURVEY



WHAT ARE THEIR CONCERNS?

Students – registration, making grades, getting a job

Faculty – time, time, time, promotion/tenure, time

Staff – getting THEIR work done



ETHNOGRAPHIC STUDIES / RESEARCH

MichaelWesch:

A Vision of

Students

Today



ETHNOGRAPHIC STUDIES / RESEARCH



Informal learners

Profoundly comfortable withtechnology

GAMERS ARE

Beck, John C. and Mitchell Wade. The Kids Are Alright. Boston: Harvard Business SchoolPress. 2006



Trial-and-error

Peer learning

Modular, just-in-time learning

Authority figures

A NEW LEARNING STYLE

Beck, John D. and Mitchell Wade. “Got Game? Younger managers think and learn differently- Is your organization ready?” www.nslg.net. Accessed July 10, 2008.

http://www.nslg.net/

http://www.nslg.net/



DATA INTERPRETATION

Data collection

EthnographicStudies /Research

Personas / Usecase scenarios



ACTIVITY: 3 MINUTES

Using the data presented andwhat you know of the users’

concerns and problems, create apersona and a use-case scenariorepresenting one of the major

user groups.



• Shawn is an undeclared sophomore fromCalifornia. He is probably going to double

major in business and Spanish. Midtermsbegin next week and the laptop hisgrandparents bought him at high school

graduation won’t start up.

Use Case Scenario #1



• Professor Green is supported by herdepartmental IT department, but they can’t

help her and have sent her to the HelpDesk. She just needs a password reset, butdecides to also check out an iPad while

she’s here. She’s in and out in 10 minutes.




• Terry is a departmental IT professional whohas worked on campus a long time. His unit

handles all the desktop support for theircollege’s faculty and staff, but they don’t dotheir own hardware repair. Today he’sbringing over a network printer for repair

and dropping off a laptop to have its harddrive replaced.




UO TECH CENTER



TRAFFIC FLOW





Quick in-&-out password reset Hardware Repair drop off / pick

up

Diagnostic

Problems solved:

Clear starting point / triage – notconfusing anymore

Light, bright, welcoming

CONCIERGE





Password Resets are fast and easy Full-time staff don’t have long lines for their offices

PHONE BANK & IT PROFESSIONALS



Learn from student experts Modular, just-in-time learning

Hands-on

Driver’s Training

STUDENT EXPERTS



TECHNOLOGY SHOWCASE



ConciergePeer assistance

Professional full-time

staff Informal

presentation space

Technology

Showcase

LEARNING NEW TECHNOLOGY



PART 2: FLIP YOUR SERVICE



WHERE IT STARTED…

Individual requests from across campus forCentral web services

ePortfolios

Wordpress specifically

User needs addressed in a decentralized fashion

No processes to evaluate, add or change services

Via user request

Changing user needs



WHAT WE TRIED…

ePortfolios in WPMUBased on input from a limited group

Roles and responsibilities too fluid

Web Site Lite – web sites in WP

Limited functionality and scope

Limited customer base

Wiki service – Atlassian Confluence

Still in place and usedLimited adoption



WHAT WE CHANGED…

Flipped perspectiveFrom technical solution focus

To user needs/requests focus

Flipped approach

From “how”

To “what”

Flipped relationships

From decentralized groups managing user requestsTo a collaborative team providing services



HOW IT LOOKS

Source: http://www.timenn.com/Google/



FLIP THE SERVICE

Research user group requests and ideasDesign the service

Document functional requirements

Engage technical partners for requirements validation

Adapt design based on partner/user feedback

Measure the match between implementation and

feedback

Research user group requests and ideas



THE SERVICE IS A SUCCESS…



NOW WHAT???

Customers still have requests for:

New plug ins

Modified themes

Content help

Other objectives:Maintain partnerships

Increase adoption

Maintain/increase service satisfaction



ITERATION IN ACTION…

From a position where there are no establishedprocesses to use as template

Adapt design based on partner/user feedback (User group)

Measure the match between implementation and feedback

To implementing processes not previously used

Change Advisory Board

Change management process with vendor

Regular meetings with closed loop communication



QUESTIONS TO ASK

What future decisions may need attention from thebusiness?

Who are the best representatives to make those decisions?

Inform those decisions?

What process will be/could be used to evaluate suchdecision requests?

How will changes be prioritized?

How will changes be communicated out to the usercommunity?



OTHER THINGS TO CONSIDER

We are technologists and problem solvers.

It may be obvious but consider it anyway:

Professional relationships need respect and attention

Everyone wants to feel heardThe issue is rarely a technical one

If it were you, how would you want it handled?

Sometimes the simplest answer is the best one



DISCUSSION – WHAT DOES IT MEAN?

It all sounds good, but what are we really talking abouthere?

It’s not about the technology, it’s about the process

Start with the” Who is your user” set of questions

Take advantage of established relationships to buildmomentum

Actually draw it out – use the process diagram as a starting

point

What if I have questions? [email protected]

[email protected]

mailto:[email protected]




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"Flip IT! Flip IT Good!" User-Centered Solutions Create Success (166249549)