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How UX Augments IT’s Capacity forSupporting the Academic Mission
Mary Albert, Princeton University
Mélanie St.James, Tufts University
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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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Macro UX
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A frictionless digital ecosystem
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Why you must actively manage UX:
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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
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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.
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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
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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/
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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)
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New Design Practice directorate in central IT
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Augmenting capacityh#0-74 !"-4>-47 3&'>0"&= .& 6#8#*&= + 0"+'#6 8&1+/)*+'2
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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?
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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.
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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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