James Andrews User Engagement

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  • 1. User engagement: walking the tightrope James Andrews Knowledge and Information Manager Stroke Association November 2013
  • 2. Setting the scene Project vision Core deliverables User engagement Product development Active use
  • 3. The balancing act… Organisational priorities Local priorities Legal Process improvement Collaboration Mobility Cost Reporting
  • 4. Principles for successful user engagement
  • 5. Relationships and trust Stakeholder mapping • Stakeholder map • Power/influence matrix Requirement gathering • Interviews: info used/generated? Processes? Legal compliance? Current issues? What works? What doesn’t? • Analysis of existing structures and processes Prototype Revisit, revise, finalise Content migration • Map findings against core deliverables • Translate requirements into practical design • Sense-check design with key stakeholders • Tweak as appropriate • Stakeholders identify current working documentation • Content migrated to new system • Face to face training; Online via WebEx; Quick cards User training Go live • Stakeholders start working in new system; old system made read only • Project team and local advocates support users during initial adoption
  • 6. Introduce the project and ask the right questions Introduce core aims of the project Content and process questions Legal and security questions What works well and what doesn’t? Frustrations and issues with current ways of working?
  • 7. Beware the “IT Project” fallacy IT Project
  • 8. One size DOESN’T fit all • Wide variety of requirements from different teams • Variations within departments • Regional variations • Differing team and individual preferences
  • 9. Flexible, negotiable boundaries within agreed project goals Local needs Space to use available tools to solve problems Project boundaries: broad enough
  • 10. User engagement: who should do it?
  • 11. Library and information professionals Inquisitive Reference interview People skills Tech savvy
  • 12. In conclusion • Balance between organisational and group/individual needs… • … essential to ensure user adoption and embed change • Strong relationships are vital • Ask the right questions… [What’s in it for me?!] • Beware the “IT project” fallacy • One size doesn’t fit all • Flexible boundaries = better solutions • LIS professionals have ideal skills for user engagement
  • 13. Questions