Transcript User Activities - National Snow and Ice Data Center

USO Activities
New activities to better engage and serve
users
Outline
• Team Intro
• Overview of User Services Functions
• User Services Activities
• How do we engage further with the community?
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USO Activities
UWG 34, 9-10 August 2016
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
Lisa Booker - Lead
B.S. Meteorology
7.5 years at NSIDC
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USO Activities
UWG 34, 9-10 August 2016
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
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NSIDC: An overview
User Services Refocus
• Retreat in March to look at USO activities
 Key priorities:
o
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
o Creating better user support through data recipes
and help topics
o
 Created a tiered request support
One person managing the request queue and
handling requests
o Requests requiring detailed data set knowledge will
be escalated to the product specialists
o
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NSIDC: An overview
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
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NSIDC: An overview
Activities: User Support
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NSIDC: An overview
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.
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NSIDC: An overview
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.
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NSIDC: An overview
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
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NSIDC: An overview
Activities: User Surveys
• American Consumer Satisfaction Index (ACSI)
 Provide survey question feedback during the
survey development process.
o
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.
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NSIDC: An overview
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
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NSIDC: An overview
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
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NSIDC: An overview
User Services
• Backup slides
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NSIDC: An overview
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.
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NSIDC: An overview
User Services Provides …
• Data Testing/Review
 Test impact of software installs on data output from services
Verify reformatting, reprojection, subsetting works as advertised
o Check data for shifting
o Check data against original files
o
 Review and develop an understanding of new data sets
 Contribute to the review of data set documentation
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NSIDC: An overview
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
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NSIDC: An overview
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
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NSIDC: An overview