Category listing for Supporting strategy

Work we’ve been doing on projects that support strategic themes or overall University strategy.

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Jun
9
2017

The building blocks of our new strategy

Having recently joined the University in the role of Head of Web Strategy & Technologies, I’ve had an intense few weeks getting to grips with the University’s online presence. In this post I’ll cover a little of my thinking around strategy, and upcoming areas of work.

Continue reading: The building blocks of our new strategy

May
31
2017

Student Counselling- What makes a workshop?

Workshops – like so many techniques of improving user experience – don’t need to be long or complicated. If fact, they should save you time.

Workshop phobia

Working in UX, we’ll often unearth somewhat of a fear of ‘workshops’. They’re somehow seen as taking up more time and effort, and as being a bit scary. In my experience, people would much rather come to a meeting than a workshop. Continue reading: Student Counselling- What makes a workshop?

May
4
2017

User Experience briefing to Digital Transformation Board

This week I gave an update on the pilot User Experience Services to the board overseeing all areas involved in the Digital Transformation portfolio. In this post, I’m sharing the slides, plus a transcript of what I talked through.

Continue reading: User Experience briefing to Digital Transformation Board

Apr
14
2017

A process of continuous improvement reduces support calls (not forms)

Our tech team recently did some great work for IS Helpline, creating a bespoke webform that directs users to self-serve before submitting an enquiry. The form itself, though, isn’t what will ultimately help reduce support calls—it’s an iterative process of user testing, editorial improvements and analysis.

Continue reading: A process of continuous improvement reduces support calls (not forms)

Mar
21
2017
Mar
17
2017

Student Counselling Service – Discussing outcomes with the right people

Last week, we held a workshop for the Student Counselling Service, (SCS) as part of a suite of work we’ve been doing for Student Experience Services.

What was the issue?

The Counselling website have the same problem as almost every other site – too many pages and not enough time. Some of their processes have also changed since they last properly reviewed at their website. Continue reading: Student Counselling Service – Discussing outcomes with the right people

Mar
2
2017

Design thinking with Edinburgh students at the Festival of Creative Learning

Last week I supported colleague Ross Ward, part of our Educational Design & Engagement team, in running a session that introduced UX concepts to students, and enabled him to explore new opportunities for technology-enhanced learning.

Continue reading: Design thinking with Edinburgh students at the Festival of Creative Learning

Jan
26
2017

Revisiting student experiences with Helpline reveals improvements to IT self service

I recently re-ran a usability study for the IS (Information Services) Helpline which I had first conducted back in June. The results, though far from perfect, are encouraging enough to reaffirm our conviction in the value of repeat usability testing.

Continue reading: Revisiting student experiences with Helpline reveals improvements to IT self service

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