Presentation at 2010 TAIRS Conference -- provides a basic introduction to personas, defining top tasks, and usability testing for I&R resource specialists.
Rethinking Search Results from a UX PerspectiveBrian Frank
Post-secondary education websites have evolved a lot over the past decade. Search results pages have hardly changed. We’re long overdue to envision better ways to help users find what they’re looking for, faster and with fewer frustrations.
By looking at tested examples of user interfaces from ecommerce and other industries, we’ll explore ideas for radically rethinking the search experience on post-secondary websites. We’ll also discuss tips for using research to guide these decisions and avoid copying design patterns that aren’t suited to post-secondary information or user needs.
An effective intranet design is one that is perceived as being of value by both employees and stakeholders. There is a significant amount of planning involved when designing an intranet experience no matter if it is a new build, redesign or new feature. It typically requires cross-department collaboration, management of a multidisciplinary team and implementation, marketing/communication and training plan.
Traditionally development of digital tools was solely an IT initiative, but today it is a customer-needs driven initiative. Digital experiences are often times the first impression that potential customers have of you, and the first tools they turn to when they have questions or needs throughout their journey.
Best practices for developing digital tools exist, and it is common to partner with an advertising or web development agency for this purpose. However, each market and healthcare brand are unique, necessitating the inclusion of voice of the customer insight to ensure that digital tools are being built around the real (not just assumed) needs and priorities of users. So how can marketing and digital teams engage users in order to develop the digital strategy and deliver the ideal digital experience? In this paper, we present a proven process and research-based tools for obtaining direct user feedback about digital needs, preferences, and priorities.
Sam Marshall of ClearBox consulting and David Francoeur, of Bonzai taking a non-technical look at intranet search, to help you improve results and the overall experience.
If you're responsible for search configuration then we welcome you, but this webinar is also for intranet managers and digital team members who care about content and ensuring the intranet is truly useful to colleagues.
The business cost of poor search
Why intranet search is hard
How to improve the search user experience
Ways to diagnose why search fails
Quick ways to enhance your search results.
Lessons Learned: The FDA.gov Redesign / Forum One Web Executive SeminarForum One
Sanjay Koyani, Director, FDA Web Communications</itunes:author>
<itunes:subtitle>Lessons Learned: The FDA.gov Redesign</itunes:subtitle>
<itunes:summary>Sanjay Koyani, Director, FDA Web Communications, speaks at Forum One's Web Executive Seminar, "Putting Online Audiences First, Again and Again" on May 8, 2008. To learn more about this event, visit http://ow.ly/oY7y . Contact: Sophie Campagne / scampagne@ForumOne.com .
Rethinking Search Results from a UX PerspectiveBrian Frank
Post-secondary education websites have evolved a lot over the past decade. Search results pages have hardly changed. We’re long overdue to envision better ways to help users find what they’re looking for, faster and with fewer frustrations.
By looking at tested examples of user interfaces from ecommerce and other industries, we’ll explore ideas for radically rethinking the search experience on post-secondary websites. We’ll also discuss tips for using research to guide these decisions and avoid copying design patterns that aren’t suited to post-secondary information or user needs.
An effective intranet design is one that is perceived as being of value by both employees and stakeholders. There is a significant amount of planning involved when designing an intranet experience no matter if it is a new build, redesign or new feature. It typically requires cross-department collaboration, management of a multidisciplinary team and implementation, marketing/communication and training plan.
Traditionally development of digital tools was solely an IT initiative, but today it is a customer-needs driven initiative. Digital experiences are often times the first impression that potential customers have of you, and the first tools they turn to when they have questions or needs throughout their journey.
Best practices for developing digital tools exist, and it is common to partner with an advertising or web development agency for this purpose. However, each market and healthcare brand are unique, necessitating the inclusion of voice of the customer insight to ensure that digital tools are being built around the real (not just assumed) needs and priorities of users. So how can marketing and digital teams engage users in order to develop the digital strategy and deliver the ideal digital experience? In this paper, we present a proven process and research-based tools for obtaining direct user feedback about digital needs, preferences, and priorities.
Sam Marshall of ClearBox consulting and David Francoeur, of Bonzai taking a non-technical look at intranet search, to help you improve results and the overall experience.
If you're responsible for search configuration then we welcome you, but this webinar is also for intranet managers and digital team members who care about content and ensuring the intranet is truly useful to colleagues.
The business cost of poor search
Why intranet search is hard
How to improve the search user experience
Ways to diagnose why search fails
Quick ways to enhance your search results.
Lessons Learned: The FDA.gov Redesign / Forum One Web Executive SeminarForum One
Sanjay Koyani, Director, FDA Web Communications</itunes:author>
<itunes:subtitle>Lessons Learned: The FDA.gov Redesign</itunes:subtitle>
<itunes:summary>Sanjay Koyani, Director, FDA Web Communications, speaks at Forum One's Web Executive Seminar, "Putting Online Audiences First, Again and Again" on May 8, 2008. To learn more about this event, visit http://ow.ly/oY7y . Contact: Sophie Campagne / scampagne@ForumOne.com .
Everyone always want their own site look nice but how much they know about their user characteristics. This presentation will guide you about "key success factor to design a web site", "how to reach your target", "leading to win-win situation" and "testing your site and analyze results"
Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Evergreen Systems
For years ITSM has been done the same old tired way – Incident, Problem, Change and a little Knowledge – because that’s what we know. But it does NOTHING for our CUSTOMER – their experience doesn’t change at all.
This is no longer good enough.
Tying Service Catalog with Incident, Problem, Change and Knowledge changes the answer to the question, “Why are we doing this?”
Please join us as we explore the powerful links between these five, how this changes the way we think and how this can powerfully (and positively) impact the value your IT organization delivers to your customer and your business. It’s time to demand more.
As always, we will demonstrate these concepts in our constantly evolving view of a very advanced Employee Self-Service Catalog & Portal, built on ServiceNow technologies.
Recording with demo available at http://content.evergreensys.com/service-catalog-webinar-incident-problem-change-slides
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Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle.
Customer Centric Point Of View
1. Taking A Customer Centric Point of View of Your Online Database David Smith, CRS 2010 TAIRS Conference Copies of this presentation will be made available at http://www.linkedin.com/in/david211 following the conference.
Source: 2008 White Paper, Putting Citizens First : Transforming Online Government, by the Federal Web Manager’s Council.
Stop to ask : is there anyone in the room with a professional software or product development background.
Source: Personas: Setting the Stage for Building Usable Information Sites : http://www.infotoday.com/online/jul03/head.shtml Source: Alan Cooper, The Inmates Are Running the Asylum: Why High-Tech Products Drive Us Crazy and How to Restore the Sanity , Indianapolis: Sams, 1999, Chapter Nine. (Wording condensed and modified.)
Create a persona.
5% of your website delivers at least 25% of its value - (in this customers case it was 34%) - That's your Long Neck! The Long Neck is where the business case of your websites lies. It is the small set of top tasks that your customers really come to your website for, it is the essence of your value, the essential core of your offer. We help you identify and better manage your Long Neck. [NEXT SLIDE]
Source: Why You Only Need to Test with 5 Users, Jakob Nielsen, http://www.useit.com/alertbox/20000319.html Note: This curve applies to the qualitative design phase. When developing quantitative metrics, i.e., how long does it take to complete a top task, the number is 20 users.
For I&R purposes, I recommend that scenarios should be as simple as possible, and only tackle the smallest reasonable top task.
Pop Up Blockers!
AIRS database standards help reduce the likelihood of disasters through requiring a formal update on an annual basis; on keep
The KSA gap refers to the fact that most I&R specialists have a college degree, receive 80+ hours of start-up training in health and human services, receive ongoing training throughout the tenure, and that every other user group does not have this level of knowledge, skills, and abilities. If you are only thinking about your I&R specialists point of view, you are not likely to meet the quality indicator for the AIRS standard.