katharine alston - using service design dashboards and trello in the trenches

Using service design and dashboards in the trenches19 October 2016

Katharine AlstonNational & International Learning & Engagement

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IWM: Causes, course and consequences of war

Digital Learning Group

Katharine Alston

Digital Learning Manager

Representatives from learning teams IWM London, North & Duxford

Meet up every 2 weeks via Skype & in person when possible

Booking Learning Sessions

• General maintenance/updates

Downloadable Learning Resources (DLR)

• Resources uploaded via Drupal

Digital Learning offer

Challenges in developing DLRs

• What teachers want (everything) • Greater understanding of teachers needs• Previous focus: more on summative evaluation• Change: up to 6 month turn around• Test presentation style• Development research (agile)

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What we knew

Teachers wanted resources to be:• Enquiry based• Downloadable • Editable• Pick-up-and-go

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Training • Google Analytics• User Testing• Research & evaluation

Aiming to be agile.

Google Analytics Training• What we wanted to know?

• Number of users - Sessions• Where people coming from – Referred

traffic• What resources get most views - popularity

• Why we wanted to know?

• Benchmarking• Informing change• Tracking change

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User Testing Training• External agency• 2 levels: at IWM & specialist lab (hands-on)

Benefits:

• See what works and what doesn’t first-hand• Complimented research & evaluation• Provided evidence & impetus for change and development

What we’re finding out:

Twitter

Data Collected weekly• Sessions • New sessions• Referred traffic

Long term aim: to establish impact of text, image & hashtags #IWMSchools

• Generated new users 6%• 52% of these new users to IWM website

What we’re finding out:

Learning Resources hub page:

• Impact of position on page• Popular topics/content• Testing titles: Question or not?

What we didn’t expect to learn:

Out of Date links:

• ‘Their Past Your Future’• Culture 24

Unexpected traffic

• Western Front Association

My experience:• Established value of my role

Challenges• Time consuming• Building Dashboards

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Lessons learnt

• Becoming agile is slow• Value of seeing users on your website UX• Rate of take-up• User Testing is more popular than GA

Value of GA & User Testing to Digital Learning at IWM

• Grown audience• New ways of working• More user focused• Enthusiasm for digital development

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Recommendations• User Testing: Content developers• GA : Web editors & publishers, and social media• GA: Identify staff who are motivated by & understand data

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Thank youKatharine Alstonkalston@iwm.org.uk@art_e_facts