1. Strategies for Your Office to Improve System Usability Becky Hall University of Minnesota May 22, 2014

2. Overview GoldPASS – University of Minnesota’s CSO system Usability – What is it? Why do it? Minnesota’s usability project Progress Outcomes Next steps

3. GoldPASS Enterprise deployment of CSO’s interfase system University of Minnesota-wide Universal employer and jobs database OCR, co-op / internship module, mentor module Resume approval process

4. GoldPASS - scope 2013-14 year Jobs - 21,122 postings Students – 36,427 active & complete Employer database – 22,394 organizations Events – 271 OCR schedules - 482 Internships managed - 610

5. What is “usability”? … push or pull? “Possible to use” does not equal intuitive Usability can be defined as target users being able to accomplish their own goals without outside help

6. Usability is not… Accessibility evaluation System testing, bug testing A measure of the participant’s abilities A critique on designer’s talents or abilities

7. Why do a usability evaluation? To avoid this! Enable self-service functionality Reduce need for a help desk Increase customer satisfaction Make objective design decisions

8. Minnesota’s Usability Project Why usability prior to site review with CSO? Complexity of GoldPASS OIT’s Usability lab Pain points for our two main constituent users Students – job search and search results Employers – OCR sign-up, job posting confusion… … led to significant (and unnecessary) time spent by system administrators and counselors

9. Usability Team Career Services –2 leads –3 counselors –5 employer relations Analyst from usability services (OIT) and staff support CSO Support

10. Usability Project Plan Goal setting Participant task identification (scenarios) Identify debriefing questions for participants Issues analysis Work plan

11. Usability Project Timeline November 2013 Project kick-off / planning October 2013 Project green- lighted Mid-December 2013 Usability evaluations & debrief (3 days) January 2014 Lead-team wrap-up & debrief review February – March 2014 Issues analysis & assignment delegation March – May 2014 Group consultation & assignment completion June – July 2014 Assignment completion & prioritization August – September 2014 Site review & Evaluation

12. Progress Issues analysis – Green light & red light issues Green light Halfway through “green-light” issues. Red light Internal practice or policy? CSO? How to prioritize? Regular staff check-ins, and additional delegation of tasks to keep process moving forward.

13. Outcomes Better collaborations with staff across units Review and upgrading of training resources Forced to revisit previous policy and practice decisions for current fit

14. Next Steps Site review process with CSO Terminology review – possibly through Usability Services Continue to work with CSO on requested updates / changes Identify a process to evaluate with staff frequency of help-related calls / inquiries

15. CSO’s 2014 Training & Networking Conference | Austin, TX | Copyright © 2014 CSO Research, Inc. Thank you for attending! If you have any additional questions, please contact the Support Team or your CRM. What’s next? The next session will begin at 11am