User Services Group Research Articles

Since August 1994, The National Aeronautics and Space Administration’s (NASA’s) Earth Observing System Data and Information System (EOSDIS) has been serving a global community of users, currently over 4 million each year, with Earth science data in a variety of disciplines. NASA’s Earth Science Data and Information System Project (ESDIS) is responsible for EOSDIS with its 12 Distributed Archive Centers (DAACs). During the life of EOSDIS, various mechanisms for user feedback have been extremely important and valuable to its evolution. Some inputs from user groups have resulted in fundamental changes in EOSDIS, while others have provided ideas for incremental changes. The purpose of this paper is to share this experience and the benefits that have resulted from the user feedback. Notable among user community groups that have had significant influence on EOSDIS are: the EOSDIS Advisory Panel, the National Research Council’s Committee on Global Change Research and the DAAC User Working Groups (UWGs). In addition, an annual survey of EOSDIS users resulting in the American Customer Satisfaction Index (ACSI) provides a score as well as very helpful user suggestions for system improvements. Also, each DAAC has a user services group that receives on-going requests for help and other comments from users. The ESDIS Project has established a mechanism through the “earthdata” web site ( http://earthdata.nasa.gov ) for users to provide feedback which is routed to appropriate individuals. In addition, focused efforts have been made for user needs assessment, and usability studies are used in making changes to the systems for improving user experience.

Read full abstract