STUDENTS, SERVICES, SILOS, SANITY:
! "#$%&$% %r!$'f#r(!%)#$ '%#r* &
LISA MARIA MARTIN @REDSESAME
CONFAB HIGHER ED 2013
+)' )' ! '%#r* ABOUT CHANGE.
/ C,!$-)$- WEBSITES
/ C,!$-)$-
CONTENT
/ C,!$-)$-
MY ATTITUDE
I !( ! CS/IA/UX/OMG
/
I w#r. !% THE GEORGE WASHINGTON
UNIVERSITY
W,&r& w& BUILD WEBSITES FOR
GW SCHOOLS, OFFICES, & PROGRAMS
/ L).&
STUDENT SERVICES
ENROLLMENT TUITION
SCHOLARSHIPS BILLING
COURSE REGISTRATION LOAN APPLICATIONS
TRANSCRIPTS STUDENT ACCOUNTS
VETERAN BENEFITS
+& ",!//&$-&: “WE NEED A WEBSITE.”
!.! “A ONE-STOP SHOP”
S)$-/& PLATFORM
M0/%)p/& AUDIENCES
M0/%)p/& OFFICES
CONTENT IS '"!%%&r&1
CONTENT IS 1)'#r-!$2&1
CONTENT IS 10p/)"!%&1
EVEN "#$%r!1)"%#r*
G#!/: A SEAMLESS, ON-BRAND
WEB EXPERIENCE THAT EMPOWERS USERS
SO HOW DO YOU TACKLE
%,!%?
M!-)"!
I (&!$ r&'&!r",.
COMPETITIVE r&'&!r",
ANALYTICS r&'&!r",
USER r&'&!r",
P&r'#$!'
M!r"0' NEW STUDENT
“
Major: Undecided in Columbian College of Arts & Sciences
Hometown: Albany, NY
Goal: Sign up for the right classes without any hassle.
I ,!1 $# )1&! (* /#!$' "#0/1 (&'' 0p (* r&-)'%r!%)#$. ”
L&$#r& STAFF
“
Office: Office of Student Financial Assistance
Hometown: Washington, DC
Goal: Be a guide when students and parents are lost in the system.
Y#0 ,!v& %# b& p!%)&$%. Y#0 ,!v& %# r&(&(b&r %,!% %,&*’r& 30'% .)1'. ”
G!r* PARENT
“
Profession: Lawyer
Hometown: Trumbull, CT
Goal: Handle transacLons as quickly and efficiently as possible.
W,* )'$’% %,)' &!')&r? I’( p!*)$- &$#0-, (#$&* f#r )%, !4&r !//. ”
C!r1'#r%)$-
Br!)$'%#r()$-
UX pr#b/&( '#/v&1, %,&$, *&!,?
“WE CAN’T UPDATE THE CONTENT IF IT’S ON THAT WEBSITE.”
C#$%&$% #w$&r',)p "#$"&r$'
“BUT WE JUST REDID OUR WEBSITE.”
D)-)%!/ f!%)-0&
“WE CAN’T WORK ON THIS UNTIL THE SEMESTER ENDS.”
L!". #f %)(& & r&'#0r"&'
“OUR OFFICE ISN’T THE PROBLEM.”
S)/5
O,.
THERE ARE p&#p/& INVOLVED, TOO.
AND PEOPLE HAVE
f&&/)$-'.
OUR JOB IS MORE
%,!$ #0r %!"%)"'.
E(p!%,* IS ACTUALLY
REALLY HARD.
A SHORT LIST OF THINGS I DO NOT HAVE:
P!%)&$"&
B& .)$1.
L)'%&$: ACKNOWLEDGE THEIR
CONCERNS
I$"/01&: MAKE THEM A PART
OF THE PROCESS
F/6: TAKE CONSTRAINTS
INTO ACCOUNT
WHAT IF
)% 1#&'$’% w#r.?
KINDNESS IS AN
NOT A TACTIC.
!%%)%01&,
YOU CAN’T NECESSARILY EMOTE YOUR WAY
THROUGH THIS.
STRESS IS THE AMOUNT THAT YOU
- CY WAKEMAN
!r-0& w)%, r&!/)%*.
R&"#-$2& WHAT YOU CAN
CONTROL.
T!/.: GET PEOPLE TOGETHER.
S,!r&: OVERCOMMUNICATE.
T&'%: BACK UP FEELINGS WITH
NUMBERS.
T&'%: BACK UP NUMBERS WITH
FEELINGS.
C&/&br!%&: EMBRACE SMALL
VICTORIES.
DID IT
w#r.?
SO WE
THE CONTENT
%r!$'f#r(&1
FROM SCATTERED TO
#r-!$2&1
FROM SUSPICIOUS TO
%r0'%w#r%,*
FROM SILOED TO
"#$$&"%&1
f#r %,& p&#p/& b&,)$1 %,& "#$%&$%.
BUT WE HAVE TO DO THE SAME
THE PEOPLE & PROCESSES THAT MAKE IT.
C#$%&$% r&7&"%'
WHEN WE THINK ABOUT
"#$%&$% #w$&r'
AS MUCH AS WE THINK ABOUT #0r 0'&r'
BUILDING A
b&%%&r 6p&r)&$"&
A BETTER EXPERIENCE.
B&"#(&'
+!$. *#0, C#$f!b!
LISA MARIA MARTIN @REDSESAME