1. New activities to better engage and serve users
USO Activities
New activities to better engage and serve users

2. Outline Team Intro Overview of User Services Functions
User Services Activities
How do we engage further with the community?
USO Activities
UWG 34, 9-10 August 2016

3. User Services Team Amy FitzGerrell B.A. Geography 5 years at NSIDC
Amy Steiker
B.A. Environmental Studies
M.A. Ecology and Evolutionary Biology
1.5 years at NSIDC
Greg Deemer
B.S. Meteorology
M.S. Atmospheric Science
3 months at NSIDC
Kara Gergely
B.A. Environmental Studies
B.A. Geography
9 years at NSIDC
Paul Moth
B.A. Geography
M.S. Geography
4 months at NSIDC
Shannon Leslie
B.S. Geology
M.S. Geological Sciences
4 years at NSIDC
Check Kara’s Degree
Pictures for Greg and Paul
Lisa Booker - Lead
B.S. Meteorology
7.5 years at NSIDC
USO Activities
UWG 34, 9-10 August 2016

4. User Services Functions
User Support
Respond to user requests
Write data recipes
Data Testing and Review
Verify data
Advocate for user needs in development and on product teams
NSIDC: An overview

5. User Services Refocus Retreat in March to look at USO activities
Key priorities:
Building stronger connections to user communities
Improve communication of user needs in to development and product teams
Be proactive in gathering and assessing user needs
Creating better user support through data recipes and help topics
Created a tiered request support
One person managing the request queue and handling requests
Requests requiring detailed data set knowledge will be escalated to the product specialists
NSIDC: An overview

6. Activities: User Support
Moving FAQs and Data Recipes closer to the data
Utilize the support tab for data set specific help
Learning how to create video tutorials
Working with EOSDIS Communications Lead to learn video tutorial tools
Participating in ESDSWG on the Atmospheric Science User Forum
In-house experience
NSIDC: An overview

7. Activities: User Support
In-house experience
NSIDC: An overview

8. Activities: User Profiles
Using the Customer Profile section to describe our users.
Complimentary to the User Personas the Science Communications Group previously created.
We have created initial user profiles for each user persona.
NSIDC: An overview

9. Activities: User Profiles
Jobs: describe the things users are trying to get done.
Pains: describe the things that annoy users before, during and after trying to get a job done.
Gains: the outcomes and benefits users want.
NSIDC: An overview

10. Activities: Usability Testing
Getting feedback in to the development processing through usability testing
We are building our skill at creating and conducting usability tests
Conducted two rounds of testing on Data Set Landing Pages and the new Operation IceBridge Portal
Coordinating usability testing on Earthdata Search
NSIDC: An overview

11. Activities: User Surveys
American Consumer Satisfaction Index (ACSI)
Provide survey question feedback during the survey development process.
New last year – DAAC-specific optional questions.
Targeted Surveys
Created surveys for AGU attendees visiting the NSIDC booth
Creating surveys to take to new mission application workshops and provide to early adopter groups.
In-house experience
NSIDC: An overview

12. Activities: Data Review
With Data Operations – working with Raytheon on the development of SMAP and ICESat-II Services
Test new services as they are rolled out
Test existing services when updates are made
Getting involved early in missions coming to NSIDC to provide user needs information
Investigate data issues with tools
Working to understand difficulty working with some SMAP data in ArcGIS
In-house experience
NSIDC: An overview

13. Connecting to the community
We are focused this year on creating a stronger connection to our user community
To ensure we cover the range of users when testing tools and services and increase the data points for our profiles
Understand workflows
How do we get user data:
User requests
Surveys: ACSI, targeted surveys to mission applications workshops, early adopter groups, and AGU
Future: Create a volunteer list for focus groups
Need a new title here.
NSIDC: An overview

14. User Services
Backup slides
NSIDC: An overview

15. User Services Provides …
User Support
Respond to user questions
Data recipes
Learning how to create video tutorials
Advocating for user needs on product teams and in development
Analyze user input from help tickets, surveys, UWG meetings, and other user interactions to
Create User Profiles to communicate user needs to development projects.
Data Testing/Review
Test impact of software installs on data output
Review new data and documentation at publication.
NSIDC: An overview

16. User Services Provides …
Data Testing/Review
Test impact of software installs on data output from services
Verify reformatting, reprojection, subsetting works as advertised
Check data for shifting
Check data against original files
Review and develop an understanding of new data sets
Contribute to the review of data set documentation
NSIDC: An overview

17. User Services Provides …
User Support
Respond to user questions
Data announcements
Data recipes and help topics
Learning how to create video tutorials
Working with our web designers to bring help closer to the data
NSIDC: An overview

18. User Services Provides …
Advocacy for user needs on product teams and during development
Analyze user input from help tickets, surveys, UWG meetings, and other user interactions to
Create user profiles to communicate user needs to development projects
Participate in development projects providing end user feedback
Conduct usability testing to understand how users interact with our tools and information
NSIDC: An overview