CIO Council User Experience Strategic Initiative Update August 21, 2017 Monday 2:10-2:50 PM Smith, 561

Purpose and Intended Outcome Provide an update on kickoff activities for the UX Strategic Initiative Intended Outcome Feedback on approach and governance structure Recommendations for additional participants from schools Guidance on work prioritization 2

Agenda UX Problem Statement Revised Vision and Strategy 6/23/16 Agenda UX Problem Statement Revised Vision and Strategy Proposed Governance Structure Proposed Team Structure Current Work 3

Realizing the User Experience Vision 6/22/16 The UX Strategy Realizing the User Experience Vision Create an understanding of UX benefits High demand for good UX exists UX is infused in projects from the beginning UX has a voice at key points in the system build vs. buy process Broaden UX skill sets of IT staff Project teams are more UX aware and capable UX methods are applied across the full systems development lifecycle Usability testing is standard practice User research drives design decisions Project teams use common UX artifacts Vendor systems are evaluated for accessibility and usability Outreach Training Services 4

6/23/16 UX Problem Statement UX work to date has been managed reactively, not strategically Resulting gaps, especially on mobility Legal and compliance accessibility requirements must be met Related efforts are managed independently High variance in awareness and use of UX expertise and resources 5

UX Problem Statement Accessibility Usability Mobility 6/23/16 UX Problem Statement Accessibility Usability Mobility Accessibility policy statement and contract rider Tool adoption and training Resources for implementation teams User Research efforts IT Academy UX Foundations course User Research Center Mobile App Development and Adoption 6

6/23/16 UX Problem Statement Usability Accessibility Mobility 7

The UX Vision Our Vision for User Experience Architecture 12/5/16 The UX Vision Our Vision for User Experience Architecture To improve user productivity, reduce frustration, and increase teaching and learning effectiveness, we will deliver tools and services that offer intuitive user interfaces that are easy to use for all. Strategic Objectives Define strategies to ensure the accessibility, mobility, and usability of HUIT offerings Develop an IT support function that includes standards and best practices Deliver training through the IT Academy Develop, nurture and sustain a community of practice Create a facility to support tools and testing for the Harvard community Guiding Principles UX is an IT support function that enables Harvard IT services There are clear guidelines for implementation of UX for content and applications (vended and HU developed) Any work to support customization must simplify user experience UX is core consideration when designing, selecting, and delivering IT tools and services Priority will be given to new work, updates, and other efforts identified by the HUIT SLT UX resource library offerings available to the Harvard community UX considerations clearly identified in product plans for service design and upgrades, including fully-vended solutions Attendance and satisfaction of IT staff at IT Academy courses on UX and accessibility Attendance and satisfaction with community of practice activities High utilization of UX services, including the URC and Accessibility offerings Key Performance Indicators Revise per doc presented to CIOs 8

Key Deliverables How will meet these objectives? 6/23/16 Key Deliverables How will meet these objectives? User Experience Library of resources, including policies, University personas, knowledge base, patterns and standards Formal Training Plan via IT Academy in accessibility and usability concepts and best practices for all IT staff UX Services: Developing and executing URC assessments Evaluating vendor solutions for UX and Accessibility Consulting for implementation teams Community of Practice for developing in-house UX expertise and facilitating collaboration with User Research Center (conducts usability/accessibility assessment and focus groups) 9

Proposed Early Milestones 6/23/16 Proposed Early Milestones Finalize approved strategy tracks for Accessibility, Mobility and Usability Launch Level 2 IT Academy classes, expand facilitation team for Level 1 Formalize first UX Service - URC Consulting and Assessment Launch UX Resource library with existing assets 10

Leadership Team Structure 6/23/16 Leadership Team Structure Executive Sponsors Alan Wolf Jason Snyder Initiative Director Ann Lurie Strategy Leads Mildene Bradley (Accessibility) Dorian Freeman (Mobility) Vittorio Bucchieri (Usability) 11

User Experience Executive Committee 6/23/16 User Experience Executive Committee Name Title Affiliation Anne Margulies CIO HUIT Rob Oatman Graduate School of Education Michele Clopper Director University Disability Services Ann Lurie Director of Architecture Jason Shaffner Managing Director, ATS Jason Snyder CTO Alan Wolf Managing Director, AT Suzanne Wones Director of Library Digital Strategies Harvard Library David Goodrich Senior Director Application Web & Internet Development Harvard Business School 12

User Experience Steering Committee 6/23/16 User Experience Steering Committee Name Title Affiliation Vittorio Bucchieri Senior UX Lead, Academic Technology HUIT Mildene Bradley Project Manager Amy Deschenes Senior UX Consultant Harvard Library Dorian Freeman User Experience Lead Mike Lawrence UX Architect Kyle Shachmut Program Manager for Accessibility HarvardX School Representatives Designated UX Points of Contact Harvard Professional Schools 13

6/23/16 Current Work User research efforts underway for Faculty and Administrative Technology user population Working towards settlement agreement with NFD Formalized intake process for URC requests from HUIT UX is a HUIT Top 5 Goal Communicate with CIO Council to align activities with future strategic initiatives 14

Questions? Comments?

Thank you!