Experience Analysis and Design: A Hyper-Focused, Outside-In Approach to System and Service Improvement

Like many institutions, UC San Diego has experienced significant growth in the utilization not only of its LMS (Blackboard) but also in a variety of faculty learning technologies. However, this has come with increased faculty and student pain around use of these technologies. To better understand and serve UCSD's increasingly diverse technology needs, our Educational Technology Services (ETS) team employed the Experience Analysis and Design (EAD) methodology, which utilizes ethnographic observation, qualitative interviews, quantitative surveys, and design thinking workshops. This session will demonstrate the methodology, expose our surprising LMS pain points, and offer insights into how other institutions can re-create our successful study.

Outcomes: Explore the teaching and learning with technology experience (including the LMS) at UCSD through the lens of the 2017 EAD study * Understand the EAD ontology and methodology and identify how it can apply to your campus * Apply this project approach to improve team performance, communication, and collaboration with other campus stakeholders and executives involved with teaching and learning with technology