1Redesign CUHK MobileStage 1- Understanding problems

QR Team

2

Overview

Contextual Interviews

Interpretation Session

Affinity Diagram

Personas

Scenarios

Agenda

3OverviewProduct

Focus Setting

Core Question

Study Type

4Overview

News Announcemen

ts

Campus events

Classroom information

Shuttle bus schedule

Library information

Campus photosVideos

Campus map

Contact numbers

Feature stories

5Overview

Students

StaffAlumni

Visiting guests

User segmentation

What are student’s goals and key tasks?

What kind of activities do CUHK student get

involved?How do the abovementioned aspects fit into student’s experience according to the different roles they play on campus?

What kind of information does student need most?

How does an ordinary student lead his/her

life on campus?

What pain points of CUHK students can be solved by our conceived product?

6Overview

Students

StaffAlumni

Visiting guests

User segmentation

Undergraduate

Taught-postgraduate

Research-postgraduate

Study typeProduct redesign

7Contextual Interviews

Pilot Test

User Shadowing

8Contextual Interviews Pilot Test

Ask our friends in CUHK from finance, computer science, language, medicine and media from undergraduate to postgraduate studies about the need and source of information/service in school.

From the 7 respondents in total, we concluded the major difference in lifestyle and information demand varies according to the degree held.

Undergraduate has generally more diversified requirement and sources for news in school while taught and research postgraduate possess more focused demand and limited sources.

9Contextual Interviews User Shadowing

Undergraduate Taught-postgraduate MPHIL & PHD

2h 2h 2h

10Interpretation Session

11Interpretation Session

Transcript

Interviewee’s name, age, scholar degree, and what applications or sources he/she often used to get information

Interviewees’ behaviors during interviews, our conversation, and their words

8 people, six from QR Group and two invited from other groups. 3 members—present their own groups’ results. 3 members—sequence modeler, factoid writer and moderator respectively. 2 guests—participants

Identify each interviewee--U1/2/3, T1/2/3, and R1/2/3 Discuss what insight we got from the presentation, what inspirations

we attained, what questions were not answered in the interview, and also proposed our design ideas.

Switch roles.

12Affinity Diagram

13Affinity Diagram

factoids

design ideas

user feedback

questionsinsightful customer quotes

14Affinity Diagram

sort the affinity notes into several categories

name each category with one label

documented each one’s categorization and labels

discuss and come up with one final version of affinity diagram

15Affinity Diagram

My campus life

What information do I care about

N/A

Where do I get information from

I get information

through what channels

What problems do I have when

I am getting information

How do I lead my life on campus

How do I have meals on campus

How do I use school

library

How do I use campus transportati

on

How do I take

physical exercise

16Affinity Diagram

How do I use CUHK Mobile

What impacts my usage frequency of CUHK Mobile

N/A

How do I think about functions of CUHK Mobile

I think the function of Contact is…

I think the function of

Map is…

I think the function of Library is…

I think the function of Shuttle Bus

is…

I think the function of Calendar

is…

17Personas

Jenny Wang

Tony Zhang

Nicolas Chen

Personas

Meet JennyJenny is a year-4 full-time undergraduate student of CUHK

A Day in Jenny’s LifeJenny is now interning at Central every Monday and Friday. So on these two days, she has to get up at 7 a.m., then take a shuttle bus at 8 to get to the MTR station so that she can make it to the office before 9:30. When she finishes her work and heads back to the University MTR station, it is usually 7 pm. Then she takes the school shuttle bus and gets off at United College Stop, and has her dinner at UC Canteen. She then goes back to her dorm for rest. On a regular weekday, she spends her whole day at school taking classes. As a year-4 student who will soon graduate, she checks her email every day to see if there is any notice about recruitment talks, career fairs or job hunting workshops. As being too occupied with career and study stuff, she has to say good-bye to the Karate Club activities that she used to actively engage in.  At weekends, she hangs out with her friends, like taking local cultural activities, going to movies, and visiting museums. She has a concern over marginalized groups in society.

Jenny Wang

18

Personas

Jenny’s goals-find an ideal job position after graduation-graduating with satisfying grades

Jenny’s motivations“I check my email several times every day; I do not want to miss any information that may help me finding a good job.”

“I don’t want to be late at work, so I am very alerted by the timetable of school shuttle bus.”

Jenny’s pain points“I rarely go out on Sundays, because it takes me so long to wait for a shuttle bus.”

“The club keeps sending me activity information mails. Sometimes I accidentally delete more important messages when I am trashing the junk mails.”

“Some events focused on social marginalized groups are held on campus, but the notice are always pasted on the billboard only, so I often miss some.”

Jenny Wang

17

Personas

 Meet Tony Tony is a taught-program postgraduate student of CUHK.  A day in Tony’s lifeTony lives outside the campus. When he has classes, he goes to school by MTR. Most of his classes begin at 6.30 p.m., so he arrives at University MTR Station at 5.30 p.m. Since the classes are held in classrooms of New Asia, which locate on top of the hill, he has to take the shuttle bus and gets off at New Asia Station. After getting off, he has his dinner at New Asia’s Canteen, and then heads to the classrooms. When classes are over, he sometimes goes to restaurants to have night snack with his friends. As a postgraduate student, Tony has a lot of discussions with his classmates. He often books the group study rooms of CUHK libraries on Internet, sometimes with smartphone and sometimes with computer. After discussion, he has dinner with his guys on campus. He likes trying different dishes in different canteens, because there are said to be more than 20 canteens in CUHK.  

Tony Zhang

18

Personas

When he studies by himself, the first thing he is used to do is opening his mailbox to check whether there is new E-mail sent by the school or professors. He links CUHK web mail with his private mailbox, so sometimes he also checks the web mail inbox. And then, he opens his Sina Weibo to read news. If he discovers some interesting events to be held in CUHK, he sometimes register for them. After checking E-mail and Weibo, he opens several major job recruitment websites, as he is about to graduate and he is trying to find a job.

At weekends, he likes going to gym with his friends. Sometimes they also have some running in CUHK stadium.

Tony’s goals- Graduating in summer- Finding a satisfying job

Tony’s motivations“I like to be highly efficient and plan everything ahead of time. I don’t like wasting too much time in unreasonable waiting, such as the library booking system’s slow loading.”

“I like wholesome life style. Balanced diet and regular indoor and outdoor exercises is a must to me.”

 

Tony Zhang

19

Personas

Tony’s pain points“I don’t know what dishes each canteen offers everyday. So deciding in which canteen to have meal is like a gamble. I don’t what I will get from it.”

“Undergraduate students often have PE courses or other activities in stadium. Sometimes I go to the stadium but it’s closed, without any public notification.”

“I don’t know when the shuttle buses departure. Sometimes I have to spend 20 minutes waiting for it, but sometimes it comes in less than 5 minutes when I get to the bus station. It’s confusing and annoying.”

 

Tony Zhang

20

Personas

Meet NicolasNicolas is a Phd. student of CUHK

A Day in Nicolas’ LifeNicolas is now studying at Chinese University of Hong Kong in a regular lifestyle. He gets up at 9am. After taking a shower, he catches the shuttle bus at 10:00 am and has breakfast at one of the canteens in main campus. After 3 hours doing his research in his office, he will choose a canteen to have lunch. And the whole afternoon and evening will be spent on the office. For the waiting time for supper, he will visit Sina Weibo for information updates. He will go back to dormitory after 9:00pm to watch some online videos and chat online via Skype or QQ with parents and friends.

He pays little attention to the school activities. He will check his emails about the opinions from the mentor about his work and learn about the academic speech or lectures to come in the university. He noticed the posters in the university but find little interest in participating those activities. He is keen on doing his own research and getting the most updated progress in his research field.

 

Nicolas Chen

21

Personas

Since he spent almost all time in school, he has almost each meal in school. He always feels troubled about which canteen to choose since there is no information source about the dishes to be served in each canteen.As he has a fixed office, he seldom goes to other buildings and finds it difficult to find a building quickly and easily.

Nicolas’s goals-get the most updates research information in his research field-find the satisfactory canteen to have meal-get to a new location easily with clear guidance

Nicolas’s motivations“I log in weibo for several times to see what conversations people have in the moments.”

“I check my email to learn the academic activities around.”

“I open the CUHK Mobile to get the general location of a building and find the place by myself.”

Nicolas’s pain points:“I find the guidance in CUHK Mobile about routes and buildings too abstract sometimes to find the actual location.”“I do not know where to go to get the meal I like for lunch or supper.”

Nicolas Chen

22

25Scenarios

26Scenario 1

Jenny is a 22-year-old year-4 undergraduate student of CUHK. She is graduating in the coming summer, and she is eager for a good job. Therefore, she typically checks the CUHK career center webpage, newsletters from career planning service, notice emails from college center each by each to get as much relevant message as possible. She does this a few times a day, but is usually bothered by the repeated content from different sources. Sometimes she still misses important information; it makes her upset and anxious.

 …… ……

One day she reaches out to the CUHK Mobile app. After following several steps, she sees a categorized information list which actually covers all career messages she just needs for that day. She is really excited.

27Scenario 2

Jenny leads a half-study-half-intern student life. So she only hangs out with friends at weekends. However, there is only Bus H runs around campus on Sunday and departures from MTR University Station every twenty minutes. It is very inconvenient for Jenny who lives in the dorm of UC College which locates at the top of the hill. Often times the bus leaves as soon as she arrives at the UC College bus stop. She can do nothing but bear the more-than-20-minutes tiring waiting. She feels it is such a waste of time.

 …… ……

One Sunday morning she is asked by her friend to see a film. As she opens CUHK Mobile app, she discovers surprisingly that she does not need either to calculate the approximate or to wait blindly. The bus arrives at the time she expects! She is happy and satisfied.

28Scenario 3

Tony is a taught-program postgraduate student of CUHK. He often has classes in the evening. So he’d like to have dinner at school canteen. Choose a canteen is a problem he has to face to every day. Sometimes he wants to eat his favorite dish in one canteen, when he gets there he sadly finds the dish is sold out. This really bothers him and influences his mood to have class.

…… ……

One day he wants to have hamburger as dinner with his friend at school. But he is afraid that hamburgers are sold out at this hour. At that moment, his friend opens CUHK Mobile app. Gladly and surprisingly, they find that their favorite dish is still offered. They then go to the canteen pleasantly.

29Scenario 4

Tony likes sports and often works out at school. Last Sunday he asked his friends to play basketball at school. They got together and ready to have a battle on the court. However, when they got to the court, they saw a sign hanging on the gate which said “This court is occupied by XXX events.” They felt really disappointed. From then on, they often ask someone to check the court first before they decide to play basketball together.

…… ……

One day his friend asks him to play basketball. He wants to check the court as usual in person. His friend stops him and opens CUHK Mobile app. Then they find that the course is available now and go there immediately with their new basketball. Tony enjoys the basketball game and feels excited.

30Scenario 5

Nicolas is a PHD student of CUHK and leads a regular life on campus. Usually, he has three meals a day and has breakfast in one of the canteens in the main campus and has lunch and supper in canteens near his office. He has vegetarian and meat diet every the other day. He surely wants to know the menu of each canteen so that he can choose which canteen to go for lunch or supper.

…… ……

One day, he is about to have vegetarian lunch. There are three canteens nearby and he does not know which one serves better vegetarian food. He then takes out his phone to check out whether CUHK Mobile could help. Then magic happens. He then knows exactly where to get the food in his mind. He is surprised and excited.

31Scenario 6

Nicolas is a PHD student of CUHK. He usually catches the shuttle bus at 10:00 am and has breakfast at one of the canteens in main campus and then walks to his office. Because of the fixed office, he seldom goes to other buildings and finds it difficult to find a building quickly and easily.

…… ……

One day, he has a conference to attend in Wu Ho Man Yuen Bldg. He has no idea about the location of Wu Ho Man Yuen Bldg and there is no one in his office to ask. Just then, CUHK mobile occurs to him. He takes out the phone eagerly. The magic happens. After a while, Nicholas smoothly get there in time. He is happy and relieved.

32Thank you!QR Team