Delivering meaningful digital experiences

Our vision is that users will enjoy using UTAS digital systems and use them more often.

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We seek to build a user–centric culture around these principles:

  1. User needs are our first and last consideration.
  2. Form and function belong together.
  3. Interactions benefit from contextual relevance.
  4. Accessible value is better than deep complexity.
  5. Personalisation brings users closer to technology.
  6. Think carefully, but be agile.
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Jo

Jo, a Bachelor of Business 2nd year student, receives a push notification at 7am (the time she prefers for updates) which says "Your economics unit has a paper due this week".

Jo follows the notification into her UTAS Mobile App and realises that she's forgotten about this paper.

Jo syncs the paper's due date into her smartphone calendar.

While in the App Jo reviews that day ahead - selecting 'Today' in the App and seeing an easy-to-read list of the week ahead. The list shows events, classes, assignments due, and press articles about what's happening at UTAS today.

The App has a notification item over 'Courses'. Jo sees that an audio recording for a lecture she missed yesterday ('Law for Managers') has been posted into the MyMedia library.

Jo opens the audio recording directly on her phone and listens to it while she travels on the bus to Uni.

Jo Profile
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Sanjeev

Sanjeev is a Year 11 Student and his hobby is electronics and computers. He's a member of a Facebook group for electronics hacks.

Sanjeev is on Facebook today and he sees an ad for Computer Systems Engineering Degrees at UTAS. The ad appeals to Sanjeev because it contains content that interests him.

Sanjeev clicks on the ad and is directed to a landing page for future students. The landing page is specific to Sanjeev's interests - alive with articles and videos he enjoys exploring.

Sanjeev likes the page on Facebook and comments on one of the videos, which has been integrated from the UTAS YouTube Channel.

Sanjeev is presented with course and unit information in a simple format and, encouraged by this, starts to explore potential career paths. The content is smartly worded and has highlights of pertinent snippets to help him absorb it.

As Sanjeev has been online for more than 5 minutes a live chat pops up - it's a career planner from UTAS asking Sanjeev, "are you interested in electronics?"

Sanjeev enjoyed his live chat and sets up a ‘soft account' where he builds a relationship with UTAS until he finishes year 12.

Sanjeev is sent updates about new courses and units and notifications when new videos and articles about his potential career path came online.

Sanjeev Profile
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Annabelle

Annabelle arrives at work and logs in to her desktop computer. The staff portal opens automatically as part of her PC's start-up process.

A summary of Annabelle's calendar for the day appears and she receives a reminder for a 9:00 AM appointment to conduct a tour.

Annabelle has personalised the portal to show her colleagues' presence information from Microsoft Lync; both of the other tour guides are already at work. She uses the portal to message them, then she opens the Library Management Team's collaboration space within the portal, selects the appropriate tour material and prints a dozen copies to the local printer.

On returning from the tour, Annabelle sees a library alert message from IT Services in the portal. The Millennium Online Catalogue has developed a problem and is being restarted within 15 minutes.

She checks with her team, to find them already managing the calls from researchers who hadn't logged in to the portal.

Within the portal Annabelle sees a personalised list of the librarian applications she uses most often. She follows a link to the Library Metadata Catalogue that shows her the tasks she needs to complete - the portal opens the Library application at the relevant workflow page.

Annabelle uses the portal to book her annual leave. Her leave request appears in her supervisor's portal for approval.

The portal also notifies Annabelle that there have been changes to documents in the Library Research Team's collaboration space.

She opens the shared space within the portal to access the relevant documents, reviews and approves the changes with a couple of comments. Annabelle's colleagues will be advised of the approval and can follow up on the comments using her staff portal to access the relevant workflows.

Rachel Profile

Project overview

Browse projects & activities
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Contacts Directory

A new look contacts directory will use visual location and identification information to make it easier to find people on campus.

We will look at various ways the contacts directory can be used at UTAS, including on mobile devices. Searchability will be improved by analysing searcher requirements over time.

Benefits

  • Improved UTAS profile for outsiders seeking information
  • Ease of making contact with UTAS employees
  • Understanding contact search usage.

Course & Unit Guide

Course descriptions and unit content will be easy to present, disseminate, manage, search and store. A modern and flexible management system will enable course and unit guides to be updated across the University using workflow and approval cycles.

From 2015 onwards we will use a single system, T1 SM CSCP, as a single source-of-truth and originator system for course and unit reference data, replacing a number of disparate data sources. The system will support a flexible range of delivery platforms (including web and mobile) and integrate with new and existing UTAS systems, including Student Management; thus ensuring consistent content.

Benefits

  • Improved presentation of course and unit information.
  • A single source of truth for all course and unit related content; reducing duplication of effort.
  • Distributed maintenance of course and unit content

Digital Marketing

We will investigate the relevance of our digital channel, competitor behaviour and audience size using desk research, benchmarking, and external data sources. We will then develop a channel plan with defined budgets and projected returns over an operating calendar based on 3 layers of marketing (Acquisition, Conversion and Loyalty).

The channel plan will encompass Owned Media (for example, websites, blogs, Facebook Pages), Paid Media (For example, TV, Radio, SEO) and Earned Media (for example, Earned social media). Financial estimates, where possible, will be tested and rationalized with small scale trials. An operating calendar will detail a highly integrated approach to marketing asset roll out and maintenance which will help internal teams and external agencies to coordinate campaigns.

Benefits

  • Competitive intelligence
  • Actionable frameworks
  • Team capability

External Bulk Mail

External bulk mail will deliver a cloud-based HTML email solution for email campaigns and newsletters to external subscriber lists. Users will have a simple interface to create professional-looking electronic emails. Emails will use templates with standardised layouts and logo placement.

UTAS will support clients centrally in an agency-type arrangement, to ensure email marketing gets to its target market.

With the implementation of bulk mail, we will be able to collect metrics centrally, so we can measure the effectiveness of email marketing at UTAS. A centralised system will provide a holistic overview of results, including the number of recipients, how many people open messages, how many delete without reading, how many click on links – this will allow for continual improvement.

Benefits

  • Insightful metrics
  • Consistent templates and branding
  • Improved quality of delivery
  • Ease of use for editors
  • Better support

Internal Bulk Mail

Bulk Mail will allow marketing and communication messages to be easily created, approved and sent to large internal groups of people, including staff and students. Operators would not require knowledge of the underlying technical processes and formats.

The system will consolidate two email delivery platforms: SunMail and MS Exchange. It will embrace set standards, have a streamlined workflow to facilitate an approvals process, preferably permit delegations, and require no interventions from IT Services to operate effectively.

The Bulk Mail system will allow a user to personalise content using a template and, on approval, send the message to a list of users. It is anticipated that delivered content will use HTML to support consistently branded messages on a wide range of platforms including mobile.

Benefits

  • Ability to send messages to larger audiences
  • Reduced support costs
  • Improved workflows
  • Removal of legacy risks and single person dependency

Mobile Apps

We will deliver relevant and rewarding mobile apps that place students at the centre of UTAS information and services. Prospective and current students will find their daily educational tasks easier thanks to cross-platform development and integration with Keystone2.

Our strategy will be developed by consulting with relevant stakeholders, interviewing students and conducting further testing demand with surveys. This will ensure our work is broadly integrated with the UTAS digital ecosystem and provides ongoing student value. We are currently focussing on iOS and Android smartphone apps, but intend to include tablets and Windows platforms.

Benefits

  • Streamlined mobile access to key content
  • Increased user relevance
  • Enhanced alerts and messaging channel.

Policy

We will review our web and social policies and web publishing guidelines to ensure they relate to insights and inspirations from the principles of our vision. This will ensure that our content, our systems and our communications are governed in a contemporary manner that embraces each user's experience.

Benefits

  • Up-to-date guidelines that reflect current web and social direction at UTAS
  • A plan that is of clear value to the bottom line

Staff Portal

A Staff Portal will provide a platform for workflow management, integrated collaboration opportunities, and for communication activities. The portal will allow users to more easily discover and access relevant UTAS information through enterprise information resources and tools. It will also drive governance and consolidate applications. Individual users will be recognised via an identity management function and shown content that directly relates to them. The University will provide better security through removing internal University information and systems access from the public domain.

A key driver to the success of the Staff Portal will be the creation of a group that includes business owners across the institution to ensure that the portal benefits all kinds of staff. The portal will evolve and grow as business needs change and new opportunities arise.

Benefits

  • Improved staff efficiency and workflow
  • Improved communications
  • Improved sense of belonging and inclusion within the organisation
  • Better security

Training

Training and advice services will be developed to support users. We will review support requests and feedback from users to develop training and advice facilities, including video content, to reduce support overheads and improve the quality of content published on the UTAS web and mobile channels.

Web based training support material will provide the ability for editors to refresh knowledge as required, rather than attending repeat workshops.

Benefits

  • Reduce load on web support resources
  • Improved training participation

Web Analytics & Goals

Our potential to deliver deep and ongoing value to users is linked with our ability to interpret and extract value from our analytics. Monitoring, understanding and optimising our conversion pathways at operational and planning levels will increase the efficiency of our digital assets.

We aspire to link our auditing and optimizations intrinsically with User Experience and the experiential value of our digital offerings. As such, we will explore both the mix between analytics that are behavioural in nature (about improving experiences) and analytics about conversion and financial efficiency (clear financial gain).

Benefits

  • Awareness of digital asset performance
  • Improved user engagement and goal conversion
  • Increased digital management skills

Website Redev (Phase 1)

The UTAS website has been redeveloped as part of Phase 1. The project delivered a responsive design template that included a new homepage, content templates, landing page templates and mobile friendly adaptations (responsive designs) of each template. The new template was rolled out to a select number of UTAS websites. The new homepage and templates were also extensively reviewed by external experts, tested against WCAG 2.0 requirements and corrections were made to ensure the site was accessible to a larger number of visitors.

Benefits

  • Deliver an optimised browsing experience for mobile and tablet users
  • Introduce a mega menu for consistent navigation and user experience
  • Remove the need for custom site styles by implementing a broader CSS – in turn making future design updates more streamlined.

Website Redev (Phase 2)

An extensive research piece will be undertaken at the start of Phase 2 to understand business requirements and user needs and align the website redevelopment to meet these expectations. This will improve our knowledge about the people who interact with UTAS via digital channels (both internal & external to UTAS): their values, motivations, aspirations and behaviours. These insights will convert into the factors which shape user experience, and engender empathy with users.

Personas and journey maps will ensure that real world scenarios drive the development of the digital presence and enable UTAS to create and implement a digital content strategy that delivers content that is discoverable, manageable, useful and meaningful to people. The project also seeks to advance the entire UTAS web presence by rolling out more responsive templates, updating key content components – including news and international - and seeking greater connectivity between all channels and platforms.

Benefits

  • Obtain real world user profiles and insights
  • Digital content strategy
  • Meet social and legal responsibilities
  • Increased mobile friendly content
  • Reliable support, training and security

Web Platform

As web systems become increasingly important at UTAS, we will rely on guidelines to facilitate development for all web sites and applications on UTAS infrastructure. We will improve communications about upgrades and requirements from all system owners to help UTAS to keep applications updated.

Benefits

  • A clear set of guidelines for web system developers
  • Improved IT security
  • Clear timelines for version upgrades
  • Clearer ownership and archiving procedures.