1. Student Experience Network Workshop Student Experience Communications Project Neil Allison User Experience Manager 13 May 2016

2. Student Experience Communications Project Lead by Lisa Dawson, Head of Student Systems Operations Central team University Website Programme - Rachel Bhandari, Neil Allison Student Systems - Jamie Love, Mark Davison Key aim: Straightforward and accessible Student Services – Aligning with digital transformation agenda – Following principles of design for self service

3. Project overview 3 project strands Staff website http://www.ed.ac.uk/staff/teaching-staff http://www.ed.ac.uk/staff/supporting-students Student communications Student facing bulk email communications and social media Students website http://www.ed.ac.uk/students

4. Goals for today Top task survey findings (presentation) How to apply this to the PT/SSO site (workshop) Review and close

5. Top task survey Aim – identify most common tasks/topics for student support enquiries – Survey task long list informed by 3 x SSO interviews – Circulated to SE Network – Invited to pick top 3 tasks to represent most common queries

6. Survey responses Response rate: 51 from about 100 – Great response, thank you By college: – Humanities & Social Science: 74% – Medicine & Veterinary Medicine: 8% – Science & Engineering: 16% – Other: 2%

7. Top tasks Top 5 tasks out of 26 = 60% of all votes

8. Web pages Top 50%: 1.www.ed.ac.uk/staff 2.www.ed.ac.uk/staff/services-support/support-services 3.www.ed.ac.uk/staff/services-support/mail-email-phones 4.www.ed.ac.uk/staff/services-support 5.www.ed.ac.uk/staff/research-staff

9. Search terms

10. Top tasks 1.Special circumstances – 20% of votes 2.Stress/anxiety support – 15% 3.Interruption of study – 9% 4.Coursework extensions – 7.5% 5.Mental health support – 7.5% 6.Course failure – 6% 7.Late submissions – 5% 8.Attendance monitoring – 4.5% 9.Student Attendance – 4% 10.Course change requests (module) – 3%

11. Today’s activity The survey tells us the areas to prioritise but not what to write/edit We will: – Create user stories for priority tasks 10 mins – Prioritise user stories for sections 10 mins

12. What’s a user story? User stories provide a user-focused way to describe how a product can meet a need. Defines the purpose of a product – In this case, helps us write only what is required on the web page to meet the need.

13. User stories Follow a specific format: – As a: … – I want to… – So I can…

14. For example

15. Activity 1: 10 mins Working in small groups, create user stories for your group’s topic from the task survey long neck. Be specific about who you are as it may affect the answer you need. Eg - ‘As a…’: – Personal Tutor – PG International student – Final year UG placement

16. Activity 2: 10 minutes Use your sticky dots to choose your priority user stories. You can put one or more dots against each of your choices. Those stories with the most dots will be prioritised.

17. What we’ve achieved OutputApplication Representative view from key staff of priority topics for student support. Will guide focus of PT/SSO site to ensure guidance on most common topics is prioritised. Created user stories for key scenarios.Better understanding of nature of queries around key topics will guide web content provided. Prioritised user stories for priority topics. Will focus web content to prioritise guidance on most common topics.

18. Thank you! Neil Allison University Website Programme neil.allison@ed.ac.uk