Institutionalizing Best Practices in Research Computing: A Framework and Case Study for Improving User Onboarding

TL;DR

This paper introduces a framework to enhance onboarding for research computing users, validated through a case study at Washington University, addressing common user confusion and complexity issues.

Contribution

It proposes a new framework for onboarding research computing users and demonstrates its effectiveness via an empirical case study.

Findings

Improved user onboarding experience at Washington University

Framework reduces confusion and complexity for new research computing users

Empirical validation shows positive impact of the proposed framework

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.