This user experience (UX) study examines the accessibility and usability of writing center resources across three Embry-Riddle Aeronautical University (ERAU) campuses: Daytona Beach (DB), Prescott, and Worldwide (WW). The research, conducted through ERAU's Undergraduate Research Collaborative Grants Program, aimed to understand how students experience online interface with the respective writing centers and their resources, appointment scheduling, asynchronous paper feedback, and digital writing guides. Data was gathered via digital surveys, user interviews, card sorting, and usability testing. Findings revealed significant gaps in student awareness of available services, with many students unaware of writing center resources unless referred directly by faculty. Accessibility issues were also identified, particularly with navigation difficulties within the internal university website, ERNIE, while integration with Canvas may prove to be effective for students.
Key insights suggest that students' ease of access and positive engagement increase with simplified navigation and standardization of resources across campuses. Additionally, involving students and tutors in UX testing and writing center improvements can foster a sense of belonging, enhancing student loyalty and engagement with the university's writing center. Recommendations include standardizing access protocols across ERINE and Canvas, implementing uniform scheduling software, and maintaining participatory-based UX research to address the evolving needs of each campus.
This study underscores the value of collaborative, cross-campus initiatives to improve resource awareness, usability, and accessibility, positioning the writing centers to better serve the diverse ERAU student body across multiple campuses.