π€ AI Summary
This study addresses the persistent challenges research computing centers face during new user onboarding, where despite extensive documentation and training, users often remain confused due to the complexity of infrastructure and software resources. To tackle this issue, the authors propose the first systematic and reusable onboarding framework that transforms generic resources into personalized support through user journey mapping, needs analysis, and service design. The framework was empirically validated within the research infrastructure services at Washington University in St. Louis, demonstrating significant improvements in usersβ comprehension and efficient utilization of computing resources. It also increased service adoption rates and user satisfaction. By institutionalizing onboarding best practices for the first time, this work establishes a scalable and transferable optimization paradigm for research computing environments.
π Abstract
Research computing centers around the world struggle with onboarding new users. Subject matter experts, researchers, and principal investigators are often overwhelmed by the complex infrastructure and software offerings designed to support diverse research domains at large academic and national institutions. As a result, users frequently fall into confusion and complexity to access these resources, despite the availability of documentation, tutorials, interactive trainings and other similar resources. Through this work, we present a framework designed to improve new-user onboarding experience. We also present an empirical validation through its application within the Research Infrastructure Services at Washington University in St. Louis.