How UX Augments IT's Capacity for Supporting the Academic Mission (287949372)

8/20/2019 How UX Augments IT's Capacity for Supporting the Academic Mission (287949372)

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How UX Augments IT’s Capacity forSupporting the Academic Mission

Mary Albert, Princeton University

Mélanie St.James, Tufts University



In higher education, user experience (UX) isfrequently misunderstood as expensive,

disruptive, and indulgent.

In reality, UX is the true enabler of IT.

When users learn and use technologies quickly

and efficiently, human capital can be spent on

realizing our institutions' missions.



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The Role of IT



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Micro UX



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A frictionless digital ecosystem



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Why you must actively manage UX:



The ultimate purpose of UX to toproduce highly usable systems:

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UX is a set of practices that:

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User requirements



Improving the UX of commercial products

1. Through configuration and customization

2.

By building new “interaction layer” (very costly)

3.

But we need to discuss usability with vendors

PRIOR to purchase and ask them to deliver

usable products.



ROI / The cost of poor UX

1. Support

2.

Documentation, Training

3.

Accommodations

4. Technology redundancies

5. Re-coding, re-designing

6.

Replacing solutions7.

Productivity for faculty, students and staff



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In the beginning!

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Activity 1

How Mature is your UX?

From indifference to a

user-driven culture



Jakob Nielsen’s list of maturity stages:

Stage 1: Hostility Toward Usability

Stage 2: Developer-Centered User Experience

Stage 3: Skunkworks User Experience

Stage 4: Dedicated UX Budget

Stage 5: Managed Usability

Stage 6: Systematic Usability Process

Stage 7: Integrated User-Centered Design

Stage 8: User-Driven Culture

http://www.nngroup.com/articles/usability-maturity-stages-1-4/



Examples from Tufts and Princeton

(Your mileage may vary)



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Usability during product selections•

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Iterative process to redesign course search (SIS)



New Design Practice directorate in central IT

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Macro UX in action

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Princeton

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Activity 2

Which capabilities do you

have in place and which arethe ones you need?



Usability Maturity Chart (HFI)

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1. What is your desired state for UX in your

organization?

2.

What are you organization’s greatest near-term

needs for UX?

3.

What are your organization’s key strengths?

4. Who in your organization is championing, or would

champion, UX?

5. List three concrete actions you can take to leverage

support for UX and your organization’s key

strengths.



Foundational

• Don’t Make Me Think: A Common Sense Approach to Web Usability, Steve Krug

Usability

• Usability and UX Articles from the Nielsen Norman Group -

http://www.nngroup.com/articles • UX best practices and guidelines (US Government resource)

http://usability.gov

• Managing UX (UXPA) http://www.usabilitybok.org/managing-ux

• ROI Calculators http://humanfactors.com/coolstuff/roi.asp

Maturing UX

• What Every CEO Should Know about Creating an Effective User Experience

Practice.

http://www.humanfactors.com/whitepapers/what_every_ceo_should_know.asp

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Training, workshops

• Experience Point http://www.experiencepoint.com/

• Human Factors International http://www.humanfactors.com/

Design Thinking

•

IDEO Design Kit (http://www.designkit.org/)

• Using Design Thinking in Higher Education, Educause Review, Jan. 12, 2015

http://www.educause.edu/ero/article/using-design-thinking-higher-education

Service Design

• Service Design: Basic Tools and Insights, by Marc Stickdorn (video)

http://aycl.uie.com/virtual_seminars/service_design_basic_tools_and_insights

Accessibility

• Web Accessibilty Initiative Guidelines and Techniques

http://www.w3.org/WAI/guid-tech

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How UX Augments IT's Capacity for Supporting the Academic Mission (287949372)

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