Presentation at 2010 TAIRS Conference -- provides a basic introduction to personas, defining top tasks, and usability testing for I&R resource specialists.
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.