24th Annual TCC | Online Conference | April 16-18, 2019

Sustainable Learning, Accessible Technologies, & Diverse Contexts

Information Technology

Evaluating the Usability of an Online Resource for the University of Hawaii Maui College Information Technology Help Desk Workers

Session Description
The Information Technology (IT) Help Desk at the University of Hawaii Maui College (UHMC) currently does not have a centralized online resource repository for their documentation. Procedures are verbally taught or recorded in written form. When changes occur it is not properly documented, which raises an issue when the changes are not performed correctly. This project addressed the issues and attempted to resolve inconsistencies and increase performance by creating a web-based repository site using Confluence. This strategy provided a basis for a centralized resource repository to host the UHMC IT Help Desk operations’ documentation and policies.

Both minimalist and user-centered design approaches have been implemented to achieve good user-experience with a simplistic design. To evaluate the site’s utility, a usability research study was conducted with the IT staff of UHMC. The purpose of the study was to evaluate the ease of use of navigation and overall efficiency of the online resource repository. Heuristic evaluations and usability testing were conducted on the repository to identify and measure issues with the user interface and content design. The usability test went through a sequence of introductory questions, task ratings, and tasks to be performed. Data analysis collected from participants were positive. Critical modifications were made, which enhanced the repository’s navigational efficacy.

Presenter(s)
Malia Ah Nee
Malia Ah Nee, University of Hawaiʻi at Mānoa, Wailuku, HI, USA
Malia Ah Nee is a graduate student in the Learning Design and Technology (LTEC) program at the University of Hawaii at Manoa. Previously, she obtained her B.A.S in Applied Business and Information Technology (IT) from the University of Hawaii Maui College (UHMC). Malia is currently employed at UHMC as the IT Help Desk manager. She is driven by technology, which motivates her to be an active learner in education
Session Type
20-Minute LTEC Student Session
Audience
Intermediate, Advanced

A recording of this presentation is available.
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