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

2. 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

3. 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

4. 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

5. 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

6. 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

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

8. 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

9. 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

10. 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

11. 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

12. 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

13. 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

14. 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

15. Questions? Comments?

16. Thank you!