One of the biggest challenges of shifting to a "Mobile First" application design strategy in a higher education environment is that many institutional systems predate this paradigm. At Yale University, the primary learning management system has existed since 2005 and supports thousands of frequent users across the faculty, student and staff populations. The daunting task of retrofitting the LMS for mobile consumption fell to a team called the Center for Media and Instructional Innovation. With no formal usability training, but plenty of gritty do-it-yourself determination, the team set about conducting a large-scale usability study and gathered feedback to inform its mobile development efforts. Come learn about the process we successfully used and the positive outcomes we achieved.
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Do-It-Yourself Mobile Usability at Yale
1. Do-It-Yourself Mobile Usability
February 10, 2014
Lou Rinaldi
Yale University ITS
Academic IT Solutions
Email: louis.rinaldi@yale.edu
Twitter: @LouRinaldi
LinkedIn: http://www.linkedin.com/in/lourinaldi/
3. 2005: Yale deploys Classes*v2
Modular LMS built on open-source Sakai platform
Customizable to meet specific needs at Yale
Community-driven development model
5. What should we do?
1. Determine where we are today.
2. Talk to people about their mobile usage and needs.
3. Retrofit accordingly.
6. Current state (Quantitative)
Google Analytics: early Fall 2011 semester
Utilization is low (~2.7% of all visits were mobile)
Usage patterns tend toward early peaks
Apple hardware dominates (~84%)
Almost half of all mobile traffic came from iPads
7. Current state (Qualitative)
1. What constitutes a great mobile experience for you, not
necessarily limited to academic functions?
2. Which Classes*v2 tools do you feel would be most
valuable to access via a mobile interface?
3. Which specific mobile device(s) do you anticipate using
most frequently to access Classes*v2 mobile?
4. In your domain, what percentage of Classes*v2 users do
you estimate would regularly use a mobile version?
8. Conclusions re: Current State
1. Goal is great mobile accessibility regardless of device
2. Putting all of our eggs into one basket is high-risk
3. Standards-based (HTML5/CSS3) sustainable approach
Some feature requests will be out of scope for an LMS
9. Time for Some Action!
Fall 2011: Alpha version of mobile web interface
Spring 2012: Pilot mobile web UI during the semester
Get feedback to inform ongoing development efforts
Conduct a large-scale usability study
10. A multi-phased approach
Phase 1. Open call for volunteers
Upon logging into Classes*v2, a message invited
interested users to apply to be part of the pilot.
Sample language we used:
“Help us pilot a new mobile interface for Classes*v2!”
“Got a mobile device? Help us pilot a new mobile interface
for Classes*v2!”
“The Classes*v2 team needs your help to pilot a new mobile
interface!”
11. A multi-phased approach
Phase 2. Selection of pilot participants
Pilot applications simply required the
user’s identity as well as which
Classes*v2 tools they used regularly.
Since the alpha version of the
mobile web interface only worked
with some tools, the team wanted to
ensure a good fit between these
parameters and the usage habits of
potential pilot participants.
12. A multi-phased approach
Phase 3. The call to action
We sent accepted pilot participants an introductory email:
“Thanks for your interest in the Classes*v2 mobile pilot. As a first
step in optimizing Classes*v2 for mobile devices, we invite your
feedback on an alpha release, which includes views of several
key tools. To access the mobile view, please visit … We’ll be
sending you a quick survey in several weeks to learn about your
experience. Your input on what works, what’s missing, and
what needs to be tweaked will be incredibly helpful as we
continue building the mobile view. We appreciate your
participation in the alpha pilot and look forward to your
feedback.”
13. A multi-phased approach
Phase 4. Gathering post-pilot feedback
After the month-long pilot period ended, we sent
participants a survey about their experience. Out of 648
participants, 220 (34%) responded to the survey.
“Thank you for your participation in the pilot of the
Classes*v2 mobile alpha. Please take a few minutes to
complete a quick survey on your experience with the pilot.
We’re grateful for the feedback, and confident that it will
help us further develop and improve the interface.”
14. Outcomes
Well over 500% mobile activity
increase
Over 300% increase in pages per
visit during mobile sessions
Over 300% increase in average time
on site during mobile sessions (from
roughly 20 seconds to about 90)
25% increase in new mobile visitors
57% decrease in the mobile bounce
rate (a good thing!)
15. Outcomes
A focus group with student
interns from the Instructional
Technology Group to further
refine the feedback we
received
Coverage in Yale Daily News
Users of phone-sized devices
are now automatically
redirected to the mobile web
interface when logging into
Classes*v2
16. Lingering Questions
How might we have
streamlined the process?
Was there anything missing
from our approach, bearing in
mind the scale of the effort?
What should we do when
frequently recurring
suggestions are seemingly
impossible to deliver?
I’m Lou Rinaldi, part of ITS, AITS, ISD.Telling a story. The service side of BYOD (as opposed to endpoints)
In a higher education environment, one of the biggest challenges of mobile-focusedapplication design is that many institutional systems predate this strategy. If your system is not at a point in its lifecycle where you can replace it, what do you do? It is possible to adapt without slashing and burning, and here’s how we did it.
Within a few years, Classes*v2 became the central digital environment for sharing teaching-related resources and information on campus. Each semester, some 1600 course sites are actively used in classes offered through Yale College and a large majority of Yale's professional schools. Do any of you work with picky faculty? Ours just take whatever IT gives them out of the box, and they’re completely happy with it. Maybe “discerning?” (Signup tool?)
Not just an approach or strategy for designing for mobile platforms first.It's a mindset, a philosophy for evolving User Interaction design.A recent Cisco partner network study of BYOD practices found that the education industry has the largest population using BYOD for work (95.25%)
At the time, 2011, no plans to retire Sakai.No mandate or guidance at any level of leadership. “We’re on our own.”
Early surveying done in January 2010 about mobile device preference. That’s a century in Internet time. Need to check again.Usage during the month was highest during the first week of the academic term, then earlier in the weeks that followed (Monday, Tuesday), with a near-flatline for the rest of the week.
Focus groups and one-on-one conversations with Students, Faculty and Support Staff.
Platformagnostic Listen pragmatically:We can’t be all things to all people. Do what we can.
From research to reality
Looking for the most engaged users who perpetually dwell at the frontier of technology
Google form front-end for a Google spreadsheetShared among team for easy collaboration
Clearly set expectationsShow how much we value the feedback
QualtricsFantastic response rate without incentivizing the survey
It can be done! Know your users, talk to them, encourage honesty.
Not one-size-fits-alliPad works betterwith standard UI
You’re never done. Keep asking questions, keep finding ways to be better.
Link to the original blog post that served as the foundation of this presentationIncludes links to the actual surveys and responses we received, everything is available.