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The Road to Redesign: Applying UX Strategies to Handle Skeptical Speed-bumps


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This UxPA-MN presentation guided viewers through the redesign of Metropolitan State's online student orientation. The year-long project provided opportunities for user research and testing and lessons for gaining support from a skeptical constituency.

The online orientation redesign involved coordination of resources across departments, a challenge in itself, and proved to be a sensitive point for many of the subject matter experts involved. I used information gained from surveys, job shadowing, and usability testing to inform responsive design, content strategy, pathway, and also to prove to a skeptical and emotionally invested constituency that the five-year-old website needed to be updated.

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The Road to Redesign: Applying UX Strategies to Handle Skeptical Speed-bumps

  1. 1. The Road to RedesignAPPLYING UX STRATEGIES TO HANDLESKEPTICAL SPEED-BUMPSMeghan Hatalla, Century College
  2. 2. What you need to know aboutMetropolitan State University
  3. 3. The University Without Walls• Founded in 1971• Centered around adult, working students• Committed to community involvement
  4. 4. What does that mean in today’s terms?
  5. 5. There is no typical entering student32 65 32Average age Average credits transferred in Average hours worked per week
  6. 6. Basically, Metro State is in a prime positionto scoop up adult learners.
  7. 7. “Metro is great…Once you get in.”
  8. 8. Prospect Admitted Credit evaluation New Student Orientation Applicant Registered
  9. 9. Online Orientation Redesign Group Leader AVP of Enrollment Management Technical people Student Affairs Web Strategist (me) Academic Affairs Web Strategist Center for Online Learning Information Technology Subject matter experts Academic Advisors (3)
  10. 10. Didn’t we just designorientation 5 years ago?
  11. 11. Task 1: Burn the old site ©Mike Monteiro, aka @Mike_FTW
  12. 12. And Internet Explorer is the worst, right?
  13. 13. Studentsdon’t have aproblem with the current site.
  14. 14. Task 2: Define our users• Library shadowing • Students can navigate web sites • But not troubleshoot why a .docx won’t open• Recent online new student orientation survey • 11% response rate • Loud & clear…
  15. 15. To what extent did Online Orientation help youcontact your academic advisor or advising center? 18% 43% Not helpful Helpful Very helpful 39%
  16. 16. I generally...100% 88% 90% 82% 80% 73% 70% 60% 50% Not true 40% Neutral 30% Very true 20% 15% 12% 15% 10% 3% 6% 6% 0% Skim over details & dig deeper Return and read things when I Like to know the big picture into important details need them
  17. 17. On a scale of 1-4 (1=easy, 4=difficult), how easy was it for you to complete orientation in D2L? 21% 33% 1 = easy 2 = Ok 3 = a little difficult 13% 4 = very difficult Didnt complete orientation 6% 27%
  18. 18. Design is a funny word. Some people thinkdesign means how it looks.But of course, if you dig deeper, it’s reallyhow it works. - Steve Jobs
  19. 19. Answer Me These Questions Three1.What is this site for?2.What do you like or dislike about this site?3.What do you do next?
  20. 20. We don’t have themoney ortime for aredesign.
  21. 21. How have browsing habits changed?According to Pew Research, from 2007 to 2012...80%70%60%50%40% 200730% 201220%10% 0% Broadband at home Using Internet Explorer Own tablet / smartphone
  22. 22. ...the web’s moved beyond the desktop, and it’snot looking back. - Ethan Marcotte
  23. 23. We need to tell them EVERYTHINGthey may ever need to know.
  24. 24. You will have to deal with new platforms thatyou haven’t yet heard of, and being agile withyour content is more important than picking aplatform or two and building for them. - Karen McGrane
  25. 25. I don’t see a problem.Didn’t we just design There are too manyorientation 5 competing priorities. years ago? Why do we need to do things differently?
  26. 26. What students need to know What studentsneed to do
  27. 27. Trust is more important than process.
  28. 28. [ ]
  29. 29. Questions?
  30. 30. Thanks =] Meghan Hatalla, Century CollegeTwitter: @megtalla | Linkedin: /meghanhatalla