Proposed By
Megan Stanbury Miller
Number of Attendees
28
Where will the conversation continue?
Contact Service Design Team (Megan E. Miller and team)
Summary
How might we create better enterprise system experiences for students, faculty, and staff? In this session we want to share what our team has been developing regarding experience metrics, standards, and resources, and open up a discussion about how to continue to improve experiences of enterprise systems.
Notes
Dec 8, 2020: Megan S. Miller and Megan E. Miller, presenters
- Background: Service Design is part of IAIS and does in-house consulting within Stanford
- Overview
- Experience matters (great experiences vs. bad experiences)
- Why experience matters - increased user productivity, reduced development costs (less rework), reduced support costs, reduced financial risks due to user errors, reduced risk of insecure shadow system
- Experience metrics framework - toolkit for measuring and benchmarking experience
- Experience standards - standards for evaluating user experience
- Usability principles - 18 industry-standard usability principles used to formally evaluate the usability of systems, applications and interfaces
- Usability basics training 2.5-hour training on core usability principles and experience standards
- Discussion
- Michael Tran Duff: loved how these standards and metrics, were used for Cardinal Key project. Thank you! Really impressed.
- Usability Metrics training: Beth would love to have team do training
- Balance of designing for so many user groups or the system is designed so narrowly
- Need to reduce cognitive load
- 3rd party systems - getting user feedback is important, can elevate feedback to vendor; can also do change management
- Architecture and taxonomy is always configurable
- Consistency builds trust
- CSX team - parallel tracks that have synergy; good for Stanford overall
- Web UI and application UI - same principles apply
- Barrier or challenge when talking to user is you get such a long list of improvement opportunities and we don't have a lot of development cycles (metrics could help)
- Megan talked about Impact Opportunity Score to identify which tasks need the most improvement - in a quantifiable way.
- Net Promoter Score - promoter vs detractors helpful to the service or website or application owner
- Megan E. Miller and team happy to present to your team if you'd like more info
- Go to Service Design at https://improvement.stanford.edu/
- Participants: Christine Crane, Christa Doane, Brittany Cripe, Beth McCullogh, Brian Young, Michael Tran Duff, David Tom, Diane Lopez, Jiatyan Chen, John Tang, Jay Kohn, Sara Worrell-Berg, Padma Kapoor, Bill Doyle, Darsi Rueda, Srikanth Govada, Michelle Fong, Jim Chen, Lisa Atluri, Amanda Woodward, Diem Nguyen, Benoit Collignon, Tina del Cont (sp?), Joe Knox, Andrea Perez, Wilson Lee, Sarah Traxler, Jo-Ann Cuevas, Mary Beth Cebedo Lefebvre, Megan S. Miller, Megan E. Miller
Year
2020
