Putting the user First

fullfulling specific requests for wireless. How do we go about getting the feedback from people as to wheter we are doing a good job. We know when certain people complain. How do we delivery pod for desktop support; when we resolve an issue that’s broken, a notification includes 3-4 quick survey. it’s short and it help to get immediate feedback. this is part of Service Now

Do you have stats on what percentage of surveys that go out are completed. No, feedback goes to teh managers of the people who the feedback is about. So the help desk manager 

We do a lot of work with researchers asking for some type of new application for their research; discovery phase, go over what there requirements are what is their current workflow is what is it they really want, rather than what they think they want; 

One of the things that we talked about is a replacment of the service and improving the service what we encourage people to determine what the problem are, what isn’t working. sometimes we’ll pilot things, a new service test the waters. 

find ways to 

trying to define what users want is assuming they know what they want. 

watching how the users are doing things is very important to knowing what they want. 

asking people what they want isn’t enough; use creatitivey and open thoughts; users 

important to be in touch with the people who are in touch with the client. being in a classroom watching how people were doing it; working with the DSP who will provide feedback; that feedback is instrumental; they can see how they are using it and want to use it. 

an observation it depends on what the system is; sometimes we give too much to the power user; we need to find a happy medium of users so we are sure we meet the needs of all the users. who is it serving. some of the digital collections it’s easy to get long lists of what librarians need but might not meet the needs of the rest of the community. 

Is anyone doing usability testing? no one said yes; although that is a great thing to incorporate

why not? who are you going to test; we know what they want. it’s a bad idea; but sometimes the user base they are not technical; we think we know how they are using the system. functional requirements are one thing; 

is free enough; need to show people the new stuff through a marketing campaign

there’s the next step after the process is decided; once it’s built seeing how they use it; there is a training plan and communication plan. making everyone feel comfortable with the change. 

providing the benefits one thing that works really well, providing subject matter expert with the new group of people on the go live date. so they don’t feel they have to do this all on their; coaches or champions so they can help to disseminate information and to say they helped in the development of the projects. process is not dictated; it is built to make their jobs easier. 

some people didn’t understand there was a test environment so the mirrored new/old environement worked. 

Do we in general do a good job in understanding what they need for business needs? 

shadowing clients as they do their jobs to see how they are actually working. 

When you have to say no; don’t expect users to like it; you have to let them know up front. provide them with an option; depend on a vendor ourside of yale, and box dates were out of wack. 

bait and sitch we think of all these technologies and then we market and then we see the issues; and then a new toy that comes along; the client has all the options but we can muddy the waters 

if someone is looking for something and they’ve seen it in one place and we put it on the left instead of the right; it’s frustrating. we need to provide some visual clues in the area of user experience when technology changes. 

communicate the changes; drop box is easy; box is great for somethings; google docs is another option. communication the differents and how they can get the most out of the tools. us making the decision is when to tell the clients and when it’s not. letting them know when the transition is happening and how they should deal with it. 

parallel systems new and old systems; why aren’t you using the the new one. sometimes it’s because they just don’t want to use it. so individual trianing has to be incorporated. 

one of the common themes is to observe and live in the clients shoes so we can better understand what the client needs. we could look into doing more to better understanding what they really need. until we see what people are doing it’s hard to interpret what they really want. understanding the culture of Yale and the jobs they do in an academic environment. 

One thing that we are going is replacement; got a busines operation leader inovlved who was the eyes and ears for the client base and she transferred that information to the ITS team the needs of the group.

Improve on the training and reevaluate training so people get the support they need. 

some systems are limited based on system requirements; survey more than once about training and see what we missed after we learn more about what and how they are using the sytesm. 

most yale projects require some customization; formal requirements should be part of every project. it’s not a standard requirement. some get into functionality right way. 

Room: 
Dining A (1st floor)
Time Slots: 
11:00-12:00 pm