Tag Archives: users

What is content management, and how do we support it?

James Cox
Customer Success Analyst – Web CMS
University of Oxford

Institutional Web Management Workshop (IWMW) 2018

This summer, with the aid of the UCISA bursary scheme, I attended the Institutional Web Management Workshop (IWMW) in York. This was my first conference since I started working in HE Digital 16 months ago, when I became part of an in-house software development team in the University of Oxford’s central IT services department.
My team built and develops a University-wide platform which comprises two distinct elements: a ‘toolkit’ to build and host websites; and a service, which responds to queries which users have raised, and provides a set of resources for users, such as live demos, documentation, and how-to guides. Ultimately, our team provides a potential solution to anyone in the university who needs to quickly create engaging web content and to make their administration of their website as painless as possible. No small task when you’re serving a highly-devolved organisation containing a wide array of use cases and user needs!

IWMW17 Ruth Mason, Matthew Castle by Kevin Mears is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License
I have the reassuringly positive title of Customer Success Analyst, which situates me somewhere between the developers and business analysts – both of whom work with project partners to move the toolkit forward – and our users, who so far in the platform’s short life (the full service became operational two days after I joined the team) have created almost every kind of website a university could expect to host: from individual academic and research group sites to new web presences for academic faculties and museums.
As a customer-facing person in a technical team, I get to see both sides of the software creation and usage coin. And, as someone new to web management in HE and working on a relatively new service, I’d like to know what challenges similarly-positioned professionals are facing. As a result, IWMW seemed like a convivial space where HE Digital folk could share their experiences wrestling with similar considerations, such as supporting the creation of engaging, on-message content within their organisations, and how to make a technical solution like a CMS useful and usable to people whose day-to-day work includes only peripheral technical engagement with systems.
So, what struck me most from my first conference since working in this new sector? Which messages resonated strongest with me? And what lessons have I tried to put into my work in the four months since?

It was my first conference whilst working in HE Digital; what struck me most?

The balance between content-focused talks and ones centring on the technical parts of institutional web management differed to what I anticipated. Although the technical and management side of maintaining web services within HE was touched upon, there was a strong emphasis on content, and how to create it in a way that strengthens an institution’s brand and ultimately establishes a space for an audience to identify with it – as showcased by this promotional video for ETH Zürich, mentioned in a talk by Dave Musson. Reflecting on this during the conference, it seemed that one reason for this balance might be that technical offerings available to universities now often mean turning to SaaS solutions, which bring with them a reduced need for in-house technical expertise – allowing for greater resource allocation to the parts of web management where demand is now greatest: content and user experience.

Which talks did I enjoy and which prompted some lightbulb moments?

Telling the Birkbeck story: How customer journey mapping helped us develop our new approach to web

  • Brand identity through customer journey mapping: I enjoyed the unpacking of customer journey mapping and how it was used to design the UX of Birkbeck’s new website, and how this approach was undertaken as a foundation in promoting the Birkbeck brand: beginning with understanding the brand you have, and importantly “how your brand is no longer what you say it is, but what your users say it is”. This means you better give them a good experience or else you’re going they’re going to tell you about it – most likely through the amplification of social media.

Old school corporate identity: Blackbeard’s brand promise.
Reproduced from https://commons.wikimedia.org/wiki/File:Pirate_Flag_of_Blackbeard_(Edward_Teach).svg, CC0 1.0 Universal Public Domain Dedication.
  • Mapping customer journeys and where the experience can be improved: The mapping process was presented in detail (key events and stages in the journeys; user feelings; touchpoints, friction, opportunities for improvement), which resonated with work that our team is currently going through, working with our administrative division.
  • Guidelines for the design process: Birkbeck adopted five design guidelines: simplify and clear clutter; push content up within the navigation and reduce user steps; connect content and surface related content on every page; flatten navigation hierarchy; don’t be afraid of long pages. Presenting good web design and information architecture practice is central to our team’s work so it’s interesting to see another institution’s take on what principles to follow.

Understanding invisible labour: University of Greenwich

  • Think about the cost of the ‘invisible’ work: A huge amount of time is lost during task switching. A Microsoft study of one of its development teams and the effect of task switching found an average increase in the time to complete a task of 226%. Think about the process a user has to undertake to complete a task using the system you support. How many steps are there? How many times does the user encounter ambiguities or increases in cognitive load, where they need to make a decision which could result in an error being made? How likely is a support request going to be raised under these circumstances? Can a change to something within the service remove this problem for the user and reduce the support load?
  • Learn the art of nudging: some users won’t jump; you need to give them a gentle push. Make tutorials (good documentation, videos, how-to docs) so users can easily engage with the system you are supporting but they need to operate. Turn it into a user experience exercise – ‘how would I have wanted to learn about that?’
  • Manage how users interact with your system: provide the basic config options and hide the rest. There is often a lot of advanced functionality in CMSs – features the average content editor isn’t likely to need. Keeping them all on display is at best confusing for users who will never need these features and at worst can result in the web-equivalent of ‘Leeroy Jenkins’, i.e. an editor clicking on the option which makes a major adverse change to the site – our team learnt that this is a thing last week, when a new content editor unfamiliar with the editing options deleted their organisation’s homepage. As a result, we’re going to make a change to prevent homepages from being deleted.
HE Digital is a small community and IWMW does an amazing job of bringing together web management professionals into a supportive community to share experiences and lessons learned. Head over to the IWMW website to see some videos of the plenary talks this year.

Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.

Improving focus and productivity with GitKraken and GloBoard

Annet Soos
Senior Web Developer
City, University of London

 

 

Discovering new software development tools at DeveloperWeek 2018, New York

Web development is a constantly evolving discipline. Keeping up to date with current trends and technologies is mandatory and with the help of the UCISA bursary programme, I was able to attend the DeveloperWeek Conference in Brooklyn, New York City. This conference included an expo, a hackathon for seven different challenges, five stages, and company representatives from Silicon Valley, and Japan. I also met developers from around the world, learnt agile team management techniques from people on C-board level, and discovered the latest tools available to improve my own personal and team’s development.
Attending this two-day event has been hugely beneficial for me and I’ve so far shared my new-found knowledge with colleagues and the developer community in London. For example: there are two tools that I came across, which I found exceptionally useful: GitKraken for version control and GloBoard for collaboration. I have integrated them into my team’s workload at City, University of London and noticed the improvement in my team’s focus and productivity.

Why version control?

When multiple developers are working on the same codebase, code-conflicts can happen, bugs can be introduced, wrong files may be accidentally deleted. Version control can help teams to retrieve earlier versions of their working source code.
By using Git as your distributed version control system, you can cover the following areas:
  • Collaboration by allowing developers to work on multiple versions of the same codebase simultaneously
  • Reviewable and restorable previous versions of the same code
  • Test alternative features before production release
  • Back up your code to a remote server.
There are several platforms to make Git work with a web interface and amongst them Github is the web community’s favourite. In 2018, it has 28 million users and 56 million repositories. Github also offers you free public repository hosting, access management, editing tools, issue tracking and more.

What does GitKraken offer?

GitKraken by Axosoft is a Git-client software that has a fun look and its intuitive user interface helps developers and non-developers equally, to understand what is happening with the source code.
As Bruce Bullis, Senior Engineering Manager of Adobe Pro Video Integration, states “software with a personality, makes you want to use it”.
The Web team at City, University of London have started to use GitKraken and have noticed the positive results. Personally, this new tool has helped me to track progress of different feature branches and it saves me time by allowing me to resume back to earlier versions, without looking for abstract commit numbers. It also makes on-boarding quicker, as I have noticed with new developers, who do not know how to use the command line, can start contributing to the codebase straight away and allows them to concentrate on the important work at hand.

Improving collaboration with GloBoard

Axosoft has another product called GloBoard. It is the extension of Gitkraken and it introduces source code workflow by allowing Git-issue synchronisation with their Git-client. My team started to use GloBoard as a scrum board, where we organise our backlog cards into designated columns. It is very similar to how Trello cards work. The benefit of using one integrated system, is that it reduces time loss and there is no context change. Once you make a Git-commit and finish a task, you can move the designated card from the progress queue to a finished status instantly, without logging into a different system.

At the time of the conference this software was not fully developed, and it was very exciting to talk about the product with Axosoft’s founder, Hamid Shojaee.

What is next

CodeStream team at DevelopWeek, NYC 2018

There were lots of other great ideas, for example:
  • code chat and documentation from CodeStream;
  • developer recruitment applications from Codility.
These tools are still in the testing phase in our team but hopefully in the near future, they will make our team’s life easier. We are continuously looking to test and innovate our workflow.
Being on this conference has allowed me to talk to entrepreneurs like Hamid, who are creating these innovative tools. Giving early feedback on beta versions of products makes me feel part of the development project. It was truly a fantastic experience to be part of it.
Interested in applying for a UCISA bursary? Then visit UCISA Bursary Scheme.

Communicating with brains in survival mode

Kat Husbands
Digital Content Officer
University of Glasgow

UX Week 2018: Tools we can use

An early contender for my favourite talk of UX Week 2018, which I attended courtesy of a UCISA bursary, was Laura E. Hall’s on ‘Caring for Players in Real World Spaces and Beyond: Lessons from Escape Room Games’.
I’m a huge fan of online puzzle and room escape games, and loved hearing about Laura’s work designing real-world ones.
For starters there were so many crossovers between escape room game design and web design: the need to manage users’ cognitive load, minimise stressors, and communicate story or message, and the importance of accessibility.
Further, I’m writing this during University of Glasgow’s registration and enrolment period: one of the most stressful and most digital-centric times of the year for students. If we could apply Laura’s ideas on how to communicate with the brain when it’s in survival mode, maybe we could smooth this out…
I highly recommend watching the whole of Laura’s 34 mins talk below, or for just the ‘survival mode’ chunk start at 15 mins in.

Phew

All this just from 1 talk and 1 workshop?! More soon…in the meantime, you can watch many of the other talks at the official conference recap.
This blog post first appeared on the UofG UX blog.
Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

A new way to build personas

Kat Husbands
Digital Content Officer
University of Glasgow

UX Week 2018: Tools we can use

Thanks to the UCISA bursary scheme, I was lucky enough to attend UX Week 2018 in San Francisco.
The best thing about going to conferences is meeting and learning from lots of lovely people who are trying to do the same things I try do to. UX Week surrounded me with hundreds of such lovelies, from all over the world, for 4 full-on days of talks, workshops and social events. It was big, bright and — in the best possible way — exhausting!
The other best thing about going to conferences is picking up new ideas and methods I can apply in my work. UX Week certainly lived up to its fantastic reputation for delivering ‘new tools you can put to use immediately’.  I took so many notes that I’m going to have split up my write up across several blog posts.
I’ll start with the ideas that lodged themselves the deepest; the ones my jetlagged brain still churns through at 3am.

Ditch the demographics: segment users by thinking style

For prospective applicants, instead of: ‘Lower GPO’ / ‘Higher GPO’ / ‘Older Student’ / ‘Low-Income’, Indi proposed: ‘Passionate About The Topic’ / ‘Means To An End’ / ‘Looking Forward To The University Experience’ / ‘Exploring Paths’.
Indi Young proposed this new way of building personas in her workshop Paying Better Attention to the Problem.
The idea stuck with me because I’ve really struggled with persona-building. Also because, marvellously, one of her slides covered the thinking styles of university applicants, making it instantly relatable.
During the University of Glasgow UX project, I don’t think it ever occurred to us to categorise our users as anything other than students at different levels of study, and staff in different job families. But when it came to assembling our ‘Digital Life’ interview findings into personas, we found it almost impossible to generalise within these broad categories.
Worse than that, in hindsight I see that personas based on these categories wouldn’t actually help me! I produce internally-facing content for our current students and staff, much of it quite technical. When I’m rewriting, for example, the instructions for connecting to campus wifi, how can I consider the need of First Year UGs vs. Final Year, PGRs vs. Professional Services Staff? They all just need to get connected!
But what about the needs of ‘Help, This Is My First Smartphone’ vs. ‘I Got This, Just Tell Me The Settings’? Now there are two groups I can work for 😃.
I’ve made up these thinking styles, but I fully intend to go back through the interviews we’ve done so far (you know, when I’ve got a spare month…) to identify our users’ real ones.

More tips for demographic-free persona building

  • No photos: Sophie Dennis has observed “One client used a photo of a young blonde-haired woman. That persona would get dismissed as ‘The Blonde.’”
  • Use gender-neutral names, or no names at all, and write bios in the first person
  • Phrase the thinking styles so that users would be happy to identify with them
  • Understand that one person can switch between multiple thinking styles depending on the circumstances.

Empathy = listening

Indi also went into great and fascinating detail on the concepts of cognitive bias, empathy, separating the problem space from the solution space, and how a UX designer should aim to be “woke”:
  • Try not to fall prey to cognitive bias
  • Recognise what systemic bias is
  • Aim for more goals than only ROI
  • Avoid using demographics to refer to a user
  • Be aware that your own culture is one of many.
More on UX Week to follow.
This blog post first appeared on the UofG UX blog.
Interested in finding out more about a UCISA bursary, then visit UCISA Bursary Scheme.

Disruptive statistics, Linux containers, extreme web performance for mobile devices

Giuseppe Sollazzo

 

 

 

Giuseppe Sollazzo
Senior Systems Analyst
St George’s, University of London

 

 

 

 

Day one at the Velocity conference, Amsterdam

What a first day! O’Reilly Velocity, the conference I’m attending thanks to a UCISA bursary, is off to a great start with a first day oriented to practical activities and hands-on workshops. The general idea of these workshops is to build and maintain large-scale IT systems enhancing their performances. Let me provide you with a quick summary of the workshops I have attended.

Statistics for Engineers
A statistics workshop at 9.30am is something that most would find soul-destroying, but this was a great introduction on how to use statistics in an engineering context – in other words, how to apply statistics to reality in order to gather information with the goal of taking action.

Statistics is, indeed, very simple maths and its difficult yet powerful bits allow practitioners to understand situations and predict their outcomes.

This workshop illustrated how to apply statistical methods to datasets generated by user applications: support requests, server logs, website visits. Why is this important? Very simply because service levels need to be planned and agreed upon very carefully. The speaker showed some examples of this. In fact, the title of this workshop should have been “Statistics for engineers and managers”: usage statistics help allocate resources (do we need more? can we reuse some?) and, in turn, financial budgets.

The workshop illustrated how to generate descriptive statistics and also how to use several mathematical tools for forecasting the evolution of service levels. We have had some experience with data collection and evaluation at St George’s University of London, and this workshop has definitely helped refine the tools and reasoning we will be applying.

Makefile VPS
This talk presented itself as a super-geeky session about Linux containers. Containers are a popular way to manage web services that does not require a full-fledged physical or virtual server. They can be easily built, deployed, and managed. However, they are rarely properly understood.

The engineer who presented this workshop showed how in his company, SoundCloud,  they build their own containers to power a “virtual lab” in order to simulate failures and train their engineers to react. His technique, based on scripts that build and launch containers at the press of the “Enter” button, is an effective solution both for quick prototyping and production deployment whenever docker or other commercial/free solutions are not a viable option (due to funding or complexity).

As much as this was quite a hard core session, it was good to see how services can be run in a way that makes their performances very easy to manage. This is definitely something that I will be sharing with my IT colleagues.

Extreme web performance for mobile devices
A lightweight (so to say!) finale to the day, discussing how mobile websites present a diverse range of performance issues and what techniques can be used to test and improve. However, the major contribution from this session was to share some truly extraordinary statistics about mobile traffic and browsers.

For example, the fact that on mobile 75% of traffic is from browser and 25% from web views (i.e. from apps) – 40% of which is from Facebook. Of course, these stats change from country to country and this makes it hard to launch a website with a single audience in mind. For universities, this becomes incredibly important in terms of international students recruitment.

Similarly shocking, we have learnt that the combination of Safari and Chrome, the major mobile browsers reach 93% on WiFi networks but only 88% on 3G networks; this suggests that connections speeds still matter to people, who might opt for different, more traffic-efficient browsers in connectivity-challenged environments (for example, OperaMini goes up from 1% to 4%)

One good practical piece of advice is to adopt the RAIL Approach, promoted by Google, which is a user-centric performance model that takes into consideration four aspects of performance: response, animation, idle time and loading. The combination of these aspects, each of which has its own ‘maximum allowed time’ before the user gets frustrated or abandons the activity, requires a delicate balance.

There was also some good level of discussion around the very popular “responsive web design”, a technique that has become a goal in itself. The speaker suggested that this should be just a tool, rather than a goal: users don’t care about “responsive”, they care about “fast”. Never forget the users is a good motto for everyone working in IT.

Summary
Velocity’s first day has been a very hands on day. The overall take-home lesson is simple: managing performance requires some sound science, but with adequate tools and resources it’s not impossible to do it on a shoestring budget and in an effective way. As I’m an advocate of internal resource control and management with respect to outsourcing, today’s talks have surely provided me with some great insight on how to achieve this smartly.

Aside from this summary, I’ve also been taking some technical notes, which are available here and will also contain notes from the future sessions.