ITSM User Experience

Update 2/27/19 @ 9:00am:
Based on weather forecasts, this workshop will be delayed one hour and start at 10:00am.
The registration desk will open at 8:30am.

Lunch will be shortened to 30 minutes and we will have you on your way home by 3:30pm.

Where: University of Massachusetts - Amherst
Campus Center
First Floor Campus Center Way
Amherst, MA 01003
Directions and Map

Carpool information to this event can be found here.

When: Thursday, February 28, 2019
9:00am - 3:00pm
Note: Registration starts at 7:30am

Workshop Organizers: Jesse Anderson of Tufts University and Chris Chagnon of Worcester Polytechnic Institute

Registration Fee:
NERCOMP Member:$145
Non Member: $290
Your registration includes am break and lunch.

Event Overview
User Experience (UX) Design is a buzzword seen all over the web, but the process has been in use by successful companies for decades. UX Design is the practice of enhancing our user’s satisfaction and even delight in their interactions with us. UX focuses on usability, accessibility, and design thinking to create a human-centered experience for any system, and extends beyond computers into the real world. This day-long event will provide insight into User Experience Design, Research, and the tools that you can use to help create a great user experience.

Session Outcomes:
- Understand User Experience, Design Thinking, Accessibility, Usability and other terminology that encompasses the field of User Experience Research and Design.
- Use UX tools such as persona development, customer journey maps, empathy mapping, and others that enable UX.
- See real-world examples of UX Design in action, for computer systems as well as real-world experiences, and to explore applications of UX in the in a human-centered world.

Registration Cancellation Policy:
By clicking on the "Register Now" button, you are indicating a commitment to attend and will be held responsible for the registration fee. Your fee can be refunded if you notify us of a cancellation at least 8 days prior to the event via email to nercomp@nercomp.org.

Event Disclaimer:
NERCOMP reserves the right to use any photographs or other mechanical recordings taken at NERCOMP events in promotional materials. No mechanical recordings of any kind may be used at NERCOMP events without the prior written consent of NERCOMP organizers and presenters. The views and opinions expressed at NERCOMP events do not necessarily reflect those of NERCOMP, nor does NERCOMP make any representation regarding the information presented at NERCOMP events.

7:30am – 9:00am Coffee and Registration

9:00am - 10:00am Intro to UX and the UX Design Process
Speakers:
Jesse Anderson, Associate Director of AV & Media Services, Tufts University
Chris Chagnon, ITSM Application and Web developer, Worcester Polytechnic Institute

User Experience is a buzzword heard everywhere these days, but what does it really entail? Jesse and Chris will discuss some of the history around User Experience Design, areas where it is typically applied, and why it is one of the first things that should be considered when working on a project.

10:15am - 10:30am Break

10:30am - 12:00pm Breakout Sessions

Breakout 1: Applications in UX Innovation, Research & Development
Speaker: Soussan Djamabsi, Associate Professor, Founder & Director, User Experience & Decision Making Research Lab & Director, Innovation with UX Graduate and Certificate program, Worcester Polytechnic Institute (Remote Presenter)

This session will explain why we use eye tracking in labs to investigate how people process information and provide examples of how we use the eye movement data to improve the effectiveness of the information or message that we want to communicate to user.

Breakout 2: Universal Design & Access
Speaker: Jesse Anderson, Associate Director of AV & Media Services, Tufts University

Universal Design is a means of ensuring that systems can be accessed, understood and used by all people regardless of age, ability or disability. Good use of these principles ensures that the end product is not only accessible, but functional and pleasing to use. We will discuss how UD overlaps with ADA and Section 508 and how UD can be leveraged for physical as well as web design.

Breakout 3: Visual Design
Speaker: Chris Chagnon, ITSM Application and Web developer, Worcester Polytechnic Institute

One of the most ‘visible’ components of User Experience is User Interface. But what makes a good UI, and how can you get started with visual design? This breakout session will review some fundamentals of design theory, and provide session attendees with an overview of different software and applications, that can assist with designing something usable, and delightful.

12:00pm - 1:00pm Lunch

Research Showcase: (UXDM Lab and PhD Students)

1:00pm - 2:00pm Methods in UX development? “How to: UX”
Speakers:
Jesse Anderson, Associate Director of AV & Media Services, Tufts University
Chris Chagnon, ITSM Application and Web developer, Worcester Polytechnic Institute

While it is easy to understand the importance of an individual user’s experience, developing a service or system to meet the user’s needs and expectations can be challenging. Join a group of experts who will discuss some of the methods that can be leveraged to accomplish this and tools that you can use at your own sites.

2:00pm - 3:00pm Forum on UX With Panel
Panelists:
Jesse Anderson, Tufts University
Chris Chagnon, Worcester Polytechnic Institute

3:00pm End

Jesse Anderson
Jesse is the Associate Director of AV & Media Services at Tufts University, and has extensive experience in designing classrooms, meeting spaces, and amphitheaters. Before working in higher education, he designed interactive exhibits in a museum, where he developed a passion for delivering an outstanding experience to a wide variety of visitors and creating systems that could be used without explanation.

Chris Chagnon
Chris is an ITSM Application and Web developer at Worcester Polytechnic Institute (WPI) where he designs, develops, and maintains award winning experiences for managing and carrying out the ITSM Process. Chris has a Master’s of Science in Information Technology, and a Bachelor’s degree in Visual Communications. In addition, Chris is a PhD Candidate studying Information Systems with a focus on User and Service Experience. As one of HDI’s top 25 thought leaders Chris speaks nationally about the future of ITSM, practical applications of artificial intelligence and machine learning, gamification, continual service improvement, and customer / service experience.

Soussan Djamasbi
Dr. Soussan Djamasbi is the Founder and Director of the User Experience and Decision Making (UXDM) research laboratory at Worcester Polytechnic Institute (WPI). She is also the director of Innovation with User Experience (IUX) graduate and certificate program at WPI. Her research is grounded in innovation with user experience and focuses on designing smart and adaptive decision support systems. Dr. Djamasbi’s research has appeared in journals such as Communications of the Association for Information Systems (CAIS), AIS Transactions on Human-Computer Interaction (THCI), International Journal of Human Computer Studies (IJHCS), Decision Support Systems (DSS), Information and Management (I&M), and International Journal of Electronic Commerce (IJEC).

Hotel Information:

Rooms are available at the Hotel UMass, located on the campus of University of Massachussetts-Amherst.

To make reservations contact Hotel UMass at 877-822-2110 and request the "NERCOMP Room Block" or Group Code NEC19C

The room block for February 28th, will be available until 5:00pm on January 30th. Guest rooms are available for $125 per night.

Link to hotel - http://www.hotelumass.com/

Getting to the Campus Center Parking Garage…
From Massachusetts Avenue (after exiting from Route 116) At the second set of lights turn left onto Commonwealth Avenue – Boyden Gymnasium is on the corner of Commonwealth & Massachusetts Avenues. At the next set of lights turn right onto Campus Center Way and proceed up Campus Center Way – The entrance to the Campus Center Parking Garage is at the top of the hill on the right.

Please note - You need to take a ticket upon entering the parking garage. If there is no ticket to pull, you are not in the correct entrance to the parking garage.

Park on the 2nd floor of the parking garage and walk thru the hallway into the Campus Center and go down to the first floor.

Parking is available in the Campus Center Garage, pick up your parking pass at the registration desk and pay $6.50 when leaving.

Accessiblity:
UMass-Amherst has handicapped parking spaces, ramps from the parking garage into the Campus Center and elevators once you get into the building. Take the elevator to the lower level where the NERCOMP registration table will be set-up.

Presentations, Slides and Handouts:

1. Intro to UX and the UX Design Process, Jesse Anderson, Tufts University & Chris Chagnon, Worcester Polytechnic Institute

2. Applications in UX Innovation, Research & Development, Soussan Djamabsi, Worcester Polytechnic Institute

3. Universal Design & Access, Jesse Anderson, Tufts University

4. Visual Design, Chris Chagnon, Worcester Polytechnic Institute

5. Methods in UX development? “How to: UX”, Jesse Anderson, Tufts University & Chris Chagnon, Worcester Polytechnic Institute

6. UX in Practice, Jesse Anderson, Tufts University & Chris Chagnon, Worcester Polytechnic Institute

6. Universal Design References

7. UX Design Classroom Study

8. UX Design Classroom Case Study References

9. UX Toolkit

About the Event

Overview