Supporting the planning for the evolution of the EOSDIS through an in-depth understanding of user requirements for NASA's world-class Earth science data system

NASA is planning for the evolution of the Earth Observation System Data and Information System (EOSDIS), a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. A critical underpinning for the evolution planning is developing thorough knowledge of the EOSDIS users and how they use the EOSDIS products in their research and or applications endeavors. This paper provides charts and tables of results from NASA studies that characterized our users, data and techniques. Using these metrics, other projects can apply NASA's 'lessons learned' to the development and operations of their data systems. In 2004, NASA undertook an intensive study of the users and usage of EOSDIS data. The study considered trends in the types and levels of EOS data products being ordered, the expanding number of users requesting products, and the "domains" of those users. The study showed that increasing numbers of users are using the validated, geophysical products produced from the radiance measurements recorded by the EOS instruments; while there remains a steady demand for the radiance products themselves. In 2003, over 2.1 million individuals contacted EOSDIS (as identified by unique email and/or URL) with just over 10% requesting a product or service. The users came from all sectors including 40% from more than 125 countries outside the U.S. University researchers and students (.edu) received over 40% of the some 29 million data and information products disseminated by EOSDIS. The trend in method of delivery for EOSDIS data has been away from receiving data on hard media (tapes, CD-ROM, etc.) to receiving the data over the network. Over 75% of the EOSDIS data products were disseminated via electronic means in 2003 contrasted with just under 30% in 2000. To plan for system-wide evolution you need to know whether the system is meeting the users' needs and expectations. Thus, in 2004 NASA commissioned a comprehensive survey to determine user satisfaction using the American Customer Satisfaction Index (ACSI) approach. The results show that, overall, the users are highly satisfied with the EOSDIS systems and services as the EOSDIS ACSI score outperformed both the averages for U.S. companies and for Federal Agencies. Noteworthy was the fact that there was no statistical difference in the quality scores received by the various EOSDIS data centers. The response indicated that customer support provided by the EOSDIS Distributed Active Archive Centers (DAACs) is "world class" and that a very high number of users intend to use EOSDIS in the future (90%) and to recommend it to their colleagues (86%). The survey highlighted areas that, if improved, could lead to increased user satisfaction, including overall product quality, product documentation, and product selection and ordering processes. These results will be factored into NASA's evolution planning.