Archive — Lauren Tormey

Encouraging self-service through improving content at the University of EdinburghLauren TormeyGatherContent

Diagram demonstrating process of continuous improvement

My awesome colleague Lauren Tormey wrote this blog post about a brilliant project she’s been involved in. She has been collaborating with our Information Services Helpline to reduce unnecessary support calls by iteratively improving content with a regular cycle of usability testing.

Over two summers, we had done work to improve content related to getting a student ID card. This was another case of turning long pages with giant paragraphs into concise step-by-step pages.

From July to September 2017, the IS Helpline received 433 enquires related to student cards. For this same period in 2018, they received 224, so the figure nearly halved. I repeat: halved.

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UX your life: Applying the user-centered process to your life (and stuff) — JD Jordan, Smashing Magazine

UX your life: Applying the user-centered process to your life (and stuff) — JD Jordan, Smashing Magazine

I’m always in two minds about whether people should use work-based techniques on personal problems. I have heard of people using Trello boards at home to organise tasks, which sounds as nightmarish as it sounds sensible. I’ve even heard of people running scrum-style weekly planning meetings with their family, which definitely sounds overboard to me.

But I do like the look of some of the ideas here. For instance, I’m keen to map out out my life in weeks.

And I already know that affinity mapping can work great at home and for other stuff.

When we did the MoRun in November, Lauren and I made an affinity map to decide which of two runs to enter. My gut feeling told me another run would be better. But writing down all the pros and cons of each race, and grouping them, made it clear that my gut feeling was actually wide of the mark.

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Photo — 2018-11-17

Me and Lauren after we completed the MoRun

This time last week, I ran the Edinburgh MoRun 5k with my friend and colleague Lauren Tormey. For a few hours only, I had a moustache. Definitely not my best look!

Me and my moustache

This is the first time I’ve entered a race. To my surprise, I finished 24th out of the 293 that entered the 5k race, with a time of 24:29. Not bad! Although I rather suspect this is because the serious runners had entered the 10k race. Or perhaps it was the aerodynamic benefits of having a moustache.

The route was the main road around Arthur’s Seat — a hilly route with 106 metres of climbing. So it felt pretty good to do my fastest run of the year here, as well as getting personal best times for a mile, a kilometre and a half kilometre (on the downhill bits of course, but still…).

To step up the challenge, people are suggesting I should start doing 10k runs. I’m not sure if I’m up for running regular 50 minute sessions to train for this… but watch this space.

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