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Lyngby, May 22 2007

What do they want from us?. The role of user research in portfolio- and lifecycle management. Dennis Beckers. Lyngby, May 22 2007. SURFnet. Develops and manages national research network Not for profit organization, 60 employees 180 connected institutions, 750.000 users Funding:.

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Lyngby, May 22 2007

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  1. What do they want from us? The role of user research in portfolio- and lifecycle management Dennis Beckers Lyngby, May 22 2007

  2. SURFnet • Develops and manages national research network • Not for profit organization, 60 employees • 180 connected institutions, 750.000 users • Funding: • Innovation • (14 M) • Exploitation • (18 M)

  3. Budget allocation Content delivery Groupware applications End user support Security Authentication & Authorization Networkinfrastructure

  4. Lifecycle model

  5. End users Contacts Special Interest at institutions Groups (3.000) (97, 75%) (4) User research • Goals are to provide insight in: • Demands and requests of institutions • Strong and weak points of our services • Yearly

  6. Research methodology qualitative quantitative End users focus groups analysis Online survey Special interest groups interviews analysis conclusions synthesis Organizations interviews analysis Online survey

  7. Research among institutions 1. preliminary qualitative interviews with 10 institutionsGoal: to gather themes and to test questionnaire Themes: - image of SURFnet - roles of SURFnet - the portfolio of services - relation SURFnet and institution - knowledge dissemination - satisfaction services - future developments • Online quantitative survey among all institutions

  8. Research among SIGs • Adapted version of questionnaire for institutions • Discussions during regular meetings or questionnaire

  9. Research among end users 1. Focus groups 2. Online survey (> 3000 participants)

  10. Synthesis • Meeting of 20 representatives of institutions (14), SIGs (2) and end user groups (4). • SURFnet formulates conclusions for the portfolio, services and innovation, based on the results of the research • To check whether institutions, SIG’s and end users support conclusions SURFnet • The conclusions of the synthesis have been instrumental for choices that are made regarding • Service portfolio 2007 • Activity plans for innovation projects

  11. Results: name recognition remains low

  12. Use and opinion services • Every respondent uses (often unconscious) SURFnet • Mainly because of unawareness, use of other services remains behind • Services that are being used are well evaluated

  13. Opinions of institutions • SURFnet is considered to be innovative, reliable, customer oriented and not bureaucratic • 25% of the institutions think SURFnet is expensive • Services: • Match well with the needs of the institutions • (when used) are well valued • Portfolio is balanced and complete (minus remote storage)

  14. Changes in service portfolio • Changes in service portfolio: • New services (dynamical lightpaths, mailfilter) • Discontinuing others (search engine, X.509 PKI) • More coherence of services • Integration between group communication and content delivery • Institution specific reports • Operational excellence

  15. Changes for innovation plans • Focus on operational excellence • Focus on stimulating the use of services by researchers and teachers • Active stimulation of adoption and use ofsecurity and aai-services • Temporarily less focus on (new) service development • Technology scouting as a basis for gathering and disseminating of knowledge

  16. Questions/comments? Dennis Beckers dennis.beckers@surfnet.nl

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