Mobile supported web platform to help students connect to facilities and IT at the University of Michigan.
UX research | UX design | Workflows | Paper Prototyping | Digital Prototyping | Usability testing
UX Researcher & Designer
"Your school wants to improve the upkeep of campus facilities by creating a new system for reporting any facilities that may need maintenance or repair. Design an experience that allows students to report building or equipment issues on campus. Consider the process of those filing the report and of those receiving and taking action on the issues"
This was one of the crucial steps as it lays the foundation of the complete research and design. I took some time to think about three main things:
The right pool of students
Whether to limit my study to one school
Identifying the stakeholders of the current system of facilities and IT
Stepping into user's shoes
I (being a user myself) tried to find a way to file an issue about a vending machine in the student lounge of my school.
Various articles in the school owned by facilities have no clue of who is responsible for them.
Post the interviews, to gauge the awareness of students with the existing modes of communication with facilities/IT department and their affinity to cater to general maintenance issues, I distributed a survey that recorded responses from 25 graduate students at the School of Information.
Various articles in the school owned by facilities have no clue of who is responsible for them. Please find the survey link attached here.
1. Most of the students do not know whom to contact hence ignore reporting general maintenance issues.
2. The facilities/IT managers prefer students to communicate via portal first and then resort to emails/in-person contact. They also wish to receive wholistic information about the issue.
3. The facilities/IT managers prefer students to communicate via portal first and then resort to emails/in-person contact. They also wish to receive wholistic information about the issue.
Major problems identified:
The Fogg behavior model:
The Fogg Behavior Model reveals an inverse relationship between motivation and ability. When the action is complex, users require more motivation. Thus, it is important to make the minimum action as effortless and quick as possible for the users.
In our case the users are opting out of the process of reporting both generally and in emergency because the process is not well connected and is complex.