<p>Blackboard User experience survey 2003 – Report on findings</p><p>The annual user experience survey was conducted in June-July 2003 to gauge student satisfaction with Blackboard, the University’s e-learning platform. The report that follows, based on the responses we received from web-based questionnaires, summarises the feedback of students who used the platform. </p><p>The forms submitted by students will be available for perusal (by request) until January 2004. </p><p>Objectives of the survey</p><p>- to provide current information on the use and effectiveness of Blackboard to the decision makers - to concentrate on the usability and functionality of the system – it was not the purpose of this survey to ask about the actual content. - to get a representation of issues, and plan for future monitoring of the system - to identify key users and how they used the system - to determine which features are most important for staff and students and why - to gauge user satisfaction with Blackboard and its implementation at UWS - and to identify ways to improve/maximise its use.</p><p>1. Summary of findings – Student survey</p><p>All University of Wales Swansea students were notified by e-mail in May 2003 about the survey and were asked to participate. A further reminder was sent in June, shortly after the end of the exam period. </p><p>1.1 Student usage </p><p>Students using Blackboard</p><p>100% 90% 80% 70% 60% 50% 40% 30% 20% 10% Percentage of students Used BB with academic Would like to see all their who used Blackboard modules and library modules supported support sites through BB</p><p> 529 students completed the questionnaire.  421 of those who responded have used Blackboard during the academic year 2002-2003. </p><p>1  405 of those who have used Blackboard used it to access academic modules and the Library and Information Skills support site.  420 of those who have used Blackboard thought it is a useful vehicle that enhances learning and teaching and that it should be retained.</p><p>1.2 Student response by department</p><p>1.3 Issues regarding Blackboard</p><p>We asked students whether they have experienced any problems using Blackboard. 92% of the respondents had not experienced any problems. Out of the 8% of the respondents who did, the vast majority of them had experienced minor problems relating to being unable to log in, mainly because they had forgotten their password. A small number of students had experienced slow connections when downloading materials and fewer students had problems relating to files that had been imported onto Blackboard, especially scanned files with large fonts.</p><p>2 Students experiencing problems (by type)</p><p>30% 25% 20% 15% Series1 10% 5% 0% Log in/forgot password download/connection Accessing files Other slow</p><p>1.4 Support mechanisms available</p><p>We also asked those students who had experienced problems what process they followed to resolve the issues they had. </p><p>The following support mechanisms are available for issues related to Blackboard:</p><p>- Dedicated e-mail support provided by the Blackboard administrators with normal turnaround of 24 hours or less. - The Blackboard support site for students provides a number of helpful solutions, including a self-access tutorial for new students, useful handouts, frequently asked questions and forms that students can fill in if they have an enquiry. These forms are e-mailed to Blackboard administrators and form part of the normal turnaround. - The LIS Help desk is equipped to answer the most common questions that students have with regards to accessing Blackboard; for more specific enquiries the staff at the help desk contact Blackboard admin by telephone. - Lecturers may sometimes be able to help with a student enquiry regarding Blackboard, particularly if it refers to academic materials available through the medium. If the enquiries are more of a technical nature, these are forwarded to the Blackboard administrators.</p><p>Depending on the nature of the problem, students are given a number of choices on how they can be supported in their use of the e-learning platform.</p><p>Support mechanisms students used</p><p>E-mailed Other Contacted Blackboard 4% lecturer support 27% 26%</p><p>Blackboard support website Contacted LIS 12% help desk 31%</p><p>3 1.5 Quality of support mechanisms </p><p>In order to measure the quality of support that we are keen on committing ourselves to, we asked those students who had reported a problem, to let us know how satisfied they were with the response they received.</p><p>Student sattisfaction (support)</p><p>Very sattisfied 61%</p><p>Somewhat sattisfied Very dissatisfied 34% 0% Somewhat dissatisfied 5%</p><p>1.6 Students’ perception of Blackboard’s usefulness in relation to their studies</p><p>The responses we received from the students who responded to the questionnaire were very positive. When they were asked whether they consider Blackboard a useful vehicle for their studies and whether it should be maintained, 94% of the students considered that Blackboard has helped them with their studies and wanted it to continue being supported.</p><p>Is Blackboard useful for your studies? Would you like to see it maintained and used at UWS?</p><p>100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Yes No</p><p>4 1.7 Ways in which Blackboard has helped students with their studies</p><p>We were keen to find out how Blackboard helped students to support their studies. </p><p>Some common themes that emerged from their responses:</p><p>- Keeping up-to-date with the latest course/module developments - Communication with lecturers and other students - Exam preparation/revision - Clear organisation of course/module information - Access to lecture notes and handouts, anytime, anywhere - Quizzes and informal (or self-) assessment of progress - Discussion boards on subject-related topics</p><p>1.8 Students’ unanimous request regarding Blackboard</p><p>When we asked students if they had any other comments or suggestions, we were pleased to read that students’ most common request was to have all their modules supported through Blackboard; they considered that it would be a major advantage to their academic progression if all the modules they are enrolled in were supported through the online medium. A unanimous response from students from a number of disciplines and departments with a common request can only mean one thing: students perceive the value of Blackboard in supporting their studies as essential and would like to see this type of support growing.</p><p>Lia Papachristou October 2003</p><p>5</p>