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

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.