DrupalCon Portland 2013

Experiencia de usuario para las plataformas online de formación

Becky Gessler  · 


Extracto de la transcripción automática del vídeo realizada por YouTube.

all right everybody it's about a quarter to four so well I won't tear the podium up I'll just get started so this is user experience for online education putting ux to the test just out of curiosity how many for how many people here is is this

your first drupalcon wow that's awesome okay well welcome that's so great to see so many new people here really shows how the community is growing it's awesome alright so that's me my name is Becky Gessler and I've been involved with the

Drupal world for four or five ish years i guess around when drupal five was coming out i used to do kind of independent web consulting drupal web development that kind of stuff I worked for Google for a little bit mostly on the search team but also had a little

bit of exposure to user experience projects there and most recently I worked for a company called university now which is the ed tech piece of the talk today that will talk a lot about that's me making coffee in my office with cats I'm really happy

that drupalcon is in Portland this year a lot of really good coffee being roasted out here so that's really great for me oh and about these slides there on like they're inside of a google doc so it'll be you know open for everyone to look and I'll

show the bitly link at the end and that's my Twitter handle and all that stuff okay so here's what I want to talk about today first I really want to kind of give you guys an idea of what it's like to be doing user experience for online education

I mean very specifically from for within my company university now what the unique challenges are that we face I'm going to talk about a couple of different I guess recurring themes lessons kind of things that has been pounded over and over again to into

my head from from doing work with you now and I also want to share with you guys a cup-like very three maybe tools that I've kind of used a bit and found really useful okay so let's get started about university now really important that I get this

out that way you kind of everyone understands where I'm coming from so the mission of our company is to ensure that high-quality post-secondary at higher education well that was kind of repeating myself to basically it's to ensure that high quality

post-secondary education is available to people everywhere so this means basically that a college degree is within reach of everyone that wants it so it's a very mission-driven organization and we operate these two universities we own them one of them

is called new charter University it's a hundred percent online offers like associates bachelor's MBA degrees the other one is called patent University that one has a campus in oakland california and also does online degree programs so that's sort

of the structure of the organization so has anyone ever heard of any of these guys up here on the slide okay a couple hands cool so this is sort of the world of ed tech that you might read about in the new york times every day or any other you know news technology

kind of website and what these guys are doing is is really cool anyone familiar with the acronym Mook kind of cringe when I say it but Mook yeah so moog stands for a massively open online course and what places like Coursera Udacity you to me EDX what they're

doing is essentially taking this really high quality amazing course material packaging it up from some of the best universities around the world there's just from that from some of the best content authors and kind of making it available and accessible

to people and its really awesome I've taken some Coursera classes a really great thing that they're doing and so where does university now my company where do we fit into this ed tech thing so we we kind of sort of fit that's what I like to say

I mean we certainly embody the combination of technology and education however we're really different from the other guys because we actually own and operate two real universities in the sense that you can go to one of our schools and get a full degree

program or you know get a degree engagement for us and success is incredibly important so Daphne Koller who's the i guess founder of Coursera actually came to our offices and we had a nice conversation with her and I asked her I said hey what is the role

of course Sarah and keeping people engaged keeping your students engaged and and I thought her answer was really really interesting she said you know we're making that information available for people everywhere and that's that's the point like

we don't care if they complete the course all the way to the end the point is that it's out there and for the people that want to do it to the end they can the people that want to just access it it's available to them so for us in terms of student

retention which is something very important to any university keeping our students engaged and coming back and completing courses is absolutely critical to what we're doing so that's sort of a from a design standpoint that's a very big difference

for university now ok but online university right like I'm sure you know some of you guys are familiar with these names up here online universities are not a brand new concept this is not some something we invented there are many working adults that pursue

higher education online and these are some of the institutions they attend but our schools are even you know ok we're fine we're not the whole ed tech thing exactly but we're also not the whole online university thing exactly and so here are some

of the reasons why we're not like them and I'm going through these to give you guys an understanding of the the cognitive sort of overload this presents to our users when they try and start to understand what exactly it is that our schools offer so

to begin with our coursework is self-paced you can go as fast or as slow as you want as a student you know if you have something going on one week you don't really need to do anything if you don't want to you can come back the next week and work harder

we don't have any financial aid or any government based loans so you pay out of pocket to go to school the school is incredibly affordable we have a monthly or an annual tuition so we don't do the we don't do financial aid classes start every Monday

whenever you want to go to classes really whenever what you want to begin schools up to you we have this thing called a disaggregated faculty model which is just essentially means the person grading your exam is not the same person that's coaching you

through the course material and that's also not the same person who's kind of advising you throughout your degree process which is unique to many schools and also wear something that's called competency-based which essentially means that we are

really focused on that you actually know the material not exactly how you learned it so if you come in already having a lot of knowledge about a subject you could theoretically test your way out of a class so for all of these reasons I kind of want to move

a little bit but I afraid to this microphone um so for all those reasons and for many others that I didn't talk about we basically have created tons of mismatched expectations for our users for our students for prospective students when they come to explore

our school websites and try and wrap their heads around what it is that new charter or patent offers them so this is an example of some of the quotes that in user interviews I'll oftentimes here with prospective students stuff like well when do classes

start because University classes always start at a certain date right is a semester but well at new charter classes start every monday and they say sometimes wow this is really expensive and so we're talking like for a bachelor's degree like two hundred

dollars a month but the idea is that if you're used to this idea this model of paying later where you're taking out loans and you're not worrying about it until after you graduate with thousands of dollars of student loan debt having to pay two

hundred dollars right now seems like a lot of money it's a totally different model you know when's my final well you schedule your final whenever you'd like and take it at home in your pajamas I mean it's kind of new you don't have to take

in your pajamas but you can it's proctored via webcam but it's you know we're not going to judge your clothes or anything okay the questions like how long does the course last well with the competency-based stuff if you already know the majora

the course you might be able to just test your way out of it you know how will they grade me the whole thing's online and we the person that coaching you through your course doesn't grade your stuff so these are all a lot like these are some of the

things that we hear routinely from prospective students from new students even and as user experience people it's very much our job to kind of fix this or at least to deliberately try and help people understand what it is that that makes us different and

how our model works and so I kind of think of design as sort of this layer between what our users want to achieve which is being successful in getting a college degree and the actual work and doing it so yeah I've i've been with university now for

I guess about about a year and a half and it's a hard problem and I've seen some stuff some stuff that's worked Wells and stuff that hasn't worked well but as a user experience person it's been a really wonderful opportunity to kind of

think about problems that do not that are not my own like I'm our team is very consciously designing for people that are not like ourselves and that's a very you know ux thing like don't design for yourself designed for others or rather design

for your user so yeah it's it's been a very 78 adventure ok so these are the three things I want to talk about as kind of items that I've learned sort of time and time again from from working it at you now and doing user experience work so we're

going to drill into each of these the first one is just about the importance of talking with people even when they're not considered your target customer or your target user the second one is sort of stressing the importance of quantitative analytics and

quantitative usability results and the last one is about the word customer and the word user and why they're really kind of this yet they have different homes and side organizations which is weird okay so talking to people this is the first website that

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