Macquarie University
Project Overview
Project
As part of my boot camp client project, Macquarie University reached out to Academy Xi to design a solution for the onboarding and training of staff at Service Connect, a wing that handles frontline queries. In order to do so, the cohort was divided into 2 groups, and 2 students were appointed as admins. We worked collaboratively to deliver our solution.
Research
We conducted 31 surveys, 20 interviews, and an analysis of 8 competitors to understand the major trends and pain points.
Key Findings
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Interactivity promotes effective learning
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New recruits can benefit from the mentorship of senior employees
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A map can help them understand where they are in the "learning journey"
Problem
Based on the project brief and initial research, I drafted the problem statement. "Service Connect staff at Macquarie University feel overwhelmed and confused when finding the right information for students. They want to be able to provide a better customer service experience but believe their onboarding and learning journey did not engage or prepare them for the job".
Solution
Our final solution is aimed at providing an engaging experience with interactive learning tools, a mentorship group to support new staff, and a gamified learning map where frontline staff can participate in quizzes, and track their learning & knowledge. The solution helps them to familiarize themselves with various services & topics that are frequently enquired about by students & be confident in their roles as frontline staff.
Result
18 usability tests were conducted to gauge the effectiveness of the solution. The desirability of the solution was given a score of 8.8 out of 10.
Role
I was involved in the end-to-end design process but mainly in:
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Survey: Creating questions for surveys on Google Forms.
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Competitor Analysis: Analysis onboarding process of universities - Deakin and Monash.
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Synthesis: Synthesizing the data generated from surveys and interviews.
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Customer Journey Map: Creating journey maps for 2 personas; one for existing clients and another for potential clients.
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Ideation session: Co-leading an ideation session with 4 participants on Figjam to discover solutions for the pain points.
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Content Design: Writing content for the interactive platform including quizzes, and mentorship.
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UI Designs: Assisting the design team from mid-fi to hi-fi by using the brand bible provided by Macquarie University.
Glimpse of Designs
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