Student Success: Yale Constituent Engagement—Events App

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HIGHER EDUCATION SUMMIT ’13: ENGAGE. TRANSFORM. SUCCEED.

Tuesday, June 25, 2013 Wayne State University

Detroit, MI

Higher Education Summit

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Colleen Whelan Yale University, ITS [email protected]

Yale College Reunions Events App


Yale University Fun Facts �  Yale University Student Population (2012): 11,906

�  Yale College Student Population (2012): 5,379

�  Yale University Living Alumni Population: ~160,000

�  Yale College Living Alumni Population: ~65,000

�  Yale University Mascot: “Handsome Dan”


2013 Yale College Reunions Fun Facts

�  2 Weekends (May 23 – 26 and May 30 – June 2)

�  13 Yale College Classes (1948 – 2008)

�  Over 7,000 attendees (new record)

�  386 discreet activities

�  299 “Camp Bulldog” campers

�  1 “Family Festival”

�  110 student workers (aka “Clerks”)

�  8 Yale College Reunions staff


Custom Force.com App Decision Inputs

�  Aging legacy systems (SQL/ASP and MySQL/PHP)

� Duplicate entry �  Limited validation capabilities � High dependence on IT resources for low complexity tasks � Time consuming and complex cycle setup

�  New alumni records system did not meet robust event management requirements

�  Brief “proof-of-technology” project to prove fitness for registration process (vendor = Yellow Brick Systems)


Design/Development Process

�  Iterative Approach

�  Detailed Requirements >> Thematic Requirements

�  High Time Commitment = High Satisfaction

�  Learning during design/development

�  Just-In-Time Training

�  Training = Setup Activities and practical tasks


Increased Collaboration Process Chatter �  Inclusive – key players at all levels

were involved �  Both sides [functional and IT] were

willing to understand each other �  You learned our lingo �  You helped us understand what the tool was capable of �  You knew the right questions to ask us… we could tell you looked at the old systems �  Discovered when processes

and practices needed review/amendment

�  Used Chatter as part of the design/development process

�  Posted Agendas and “Homework” assignments

�  Primary support mechanism - @mention & #help

�  Crowd-sourced answers and ways to do things


Top 10 Differences

1.  2 Separate and aging “systems” – SQL/ASP & MySQL/PHP

2.  Duplicate data entry in multiple systems 3.  Static content and selections available

4.  Limited validation capabilities 5.  High dependence on technical resources

for full spectrum of changes 6.  Complex setup – Sr. Director shouldered

all setup tasks 7.  High volume customer service effort due

to lack of conditional content and validation

8.  All “canned” reports, no ad hoc 9.  Individual E-mail notifications sent to

daycare provider 10.  Support requests via E-mail/phone

1.  1 Force.com app for event registrations & event logistics

2.  Elimination of duplicate entry 3.  Conditional content and selections based

on data already captured 4.  Numerous validation options 5.  Dependence on technical resources for

complex changes only 6.  Streamlined setup – Sr. Director + 4

Assistant Directors 7.  Significantly reduced customer service

follow up volume 8.  “Canned” as well as ad hoc reports 9.  Periodic reports sent to daycare provider 10.  Support requests via Chatter

Now Then


Now that’s Custom… �  4 Force.com Sites

�  Registration page (including PayPal integration) �  Drupal integration �  Mobile – JQuery Mobile Optimized Web site �  Confirmations processing

�  114 APEX Classes

�  77 VisualForce Pages

�  57 Custom Objects

�  Single Sign On (CAS)


Features Sample – Events/Activities

�  Support multi-level Events

�  Associate an Activity with multiple Events

�  “Clone” Events/Activities

�  Indicate which Activities should be displayed on Registration page to require RSVP and/or preference (e.g., dinner entrée)

�  Published and Unpublished Events/Activities status

�  Track associated contacts, staff, speakers

�  Feed Published Events/Activities to Drupal site (XML)


Screenshot– Activities List


Features Sample – Online Registration

�  Multi-page flow showing progress in process

�  Display selected sub-events/activities to confirm # and choices

�  Support multi-fee structure as well as “a la carte” options

�  Apply field validation (e.g., required fields, format)

�  Define logic rules to drive display conditional content

�  Allow user to indicate contact update to Yale’s records

�  Auto-generate a Who’s Coming list


Screenshot– Online Registration


Features Sample – Registration Mgmt

�  Match/Merge with a Pre-registration record

�  Edit/Modify/Cancel existing registration record

�  Staff entry of offline (print) registration

�  Staff override of select online registration logic

�  Custom list of registration types (e.g., Pre-reg, Registered, No Show, Walk-in)

�  Edit the Who’s Coming list

�  Wait List functionality �  Auto-display of Wait List option once capacity achieved �  Allow staff to manage priority of Wait List


Features Sample – Event Logistics �  Create “Knowledgebase” of on campus building/room details

�  Building Contacts �  Room setup options �  Seating capacity �  Keycard access details �  A/V details �  Address information (for Google Maps) �  Notes (e.g., accessibility information)

�  Track building/room reservations made offline �  Reservation status �  Room conflicts flag

�  Suggest a Room (based on required characteristics)

�  Clerks logistics (e.g., hire status, assignment, T-shirt size, etc.)

�  Reports


Screenshot– Logistics: Building Detail


Features Sample – Miscellaneous

�  Individualized, single use “Promo Codes” �  Personalized discounts (% or fixed $ amount)

�  Web pages with customized design to match AYA Drupal site �  “Message” blocks within online registration pages

�  Customizable automatic, E-mail “Receipts”

�  Batch Confirmations (paper and E-mail, customizable text)

�  Accessible on mobile devices

�  Mobile “app” (mobile optimized Web site)


“Unpack Your Adjectives” Process App �  Transparent – we knew what

was going on �  Collaborative �  Timely/Responsive �  Enjoyable �  Versatile/Adaptable �  Attentive to Detail – nothing

was lost �  Trust – in process and

technical team

�  Versatile/Adaptable �  Flexible �  Easy to Learn – yet Robust �  Thorough

Source: Schoolhouse Rock - DisneyEducation


Key Lessons Learned �  Engage functional and technical resources at

all levels

�  Time estimates must be accurate; it’s important not to be rushed

�  Schedule time well in advance

�  Provide agendas with adequate lead time

�  Iterative, highly-engaged process helped uncover most “gotchas” well before launch

�  COLLABORATION – technical and functional teams must be willing to understand each other

�  Technical team needs to understand the “business” and this technical team also had a passion to get it done right

�  On-time, iterative delivery builds trust and confidence; high Say/Do

�  You explained the capabilities of the platform, which made it possible to have meaningful conversations about process change

�  Just-in-time training is more effective than “big bang”

�  Training that is designed around practical, real tasks is most effective

�  Chatter for support requests worked really well…some of us were skeptical but it saved a lot of time; response time was quicker than anticipated


What Happens Next?

�  Evaluation for use beyond Yale College Reunions

�  Incremental enhancements


Questions?


Technology

Student Success: Yale Constituent Engagement—Events App