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Team

Qianzhuo Zeng Hailin Chen
Ziyi Li
Pranali Mukkannavar
Nikitha Chendil

Tools

Figma, Microsoft Word, Voice Memo

Timeline

November 2023

Brief

As a cohesive group, we undertook a collaborative initiative to conduct comprehensive user research at the Savannah College of Art and Design (SCAD) campus. Our mission was to delve deeply into the intricacies of campus services, seeking valuable insights to refine and improve the overall user experience for the entire SCAD community. Through this project, we aimed to identify and address any challenges, ultimately contributing to a more seamless and enriching service environment

Design Objectives

Identifying service shortcomings based on student feedback, we strive to enhance and optimize school services, ultimately ensuring a more enriching campus experience for all students

Research Topics

Research Topics

SCAD Bus

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SCAD Notification

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SCAD Safety Ride

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Questionnaires

Questionnaires

We formulated distinct questions for each topic and surveyed approximately 130 students to gather their responses

SCAD Bus

1. Where do you live?

On-campus
Off-campus

4. Why do you choose SCAD Bus?

It costs free.
It's safe.
It's convenient.
I live near the bus stop.
I don't have a better choice.
Other

7. Are you satisfied with SCAD Bus?

Strongly satisfied
Almost satisfied
Unsatisfied

2. How often do you take SCAD Bus?

More than 10 times a week
5-10 times a week
1-5 times a week
Less than 1 time a week
Never

5. What problems have you met when taking the SCAD Bus?

The bus doesn't follow the schedule.
The bus stops running without any choice.
I can't get on the bus during the rush hour.
I can't locate the school bus stop.
Feeling tired of standing and waiting for the bus.
The driver is rude.
The driver drives the bus dangerously.
None of these; other

8. Do you use other transportation?

Bicycle/scooter
City bus
Uber/Lyft
Driving
On foot
No, I only use the SCAD Bus.

3. How much time do you spend commuting every day?

Less than 30min
30-60min
60-120min
More than 120min

6. What problems have you met when using the APP Transloc?

I can't locate the nearest bus stop.
I get the inaccurate vehicle information.
I received inaccurate time information.
The APP's loading speed is slow.
None of these; other

9. Why do you use these transportations?

SCAD Notification

1. How often do you attend the school events?

Frequently
Sometimes
Rarely

2. Which type of actions do you prefer?

Academic events (Lectures, Meetings, etc.)
Social events (Clubs, Networkings, etc.)
Sports events
Other

3. How do you usually get the notification of school events?

Mail
MySCAD
SCAD Website
Board (Offline)
Others' recommendation
Other

4. What are the greatest problems when you choose events?

It is mismatched with my major.
The information is overwhelming.
Time and detail are unclear.
Channels are too scattered.
I can't determine the value of events.
Other

 

5. How would you prefer to receive information about school activity?

Mail
MySCAD
SCAD Website
Board (Offline)
Others' recommendation
Other

6. Can you always get the efficient events information you are interested in?

Always
Usually
Sometimes
Rarely

7. How would you like to receive a notification reminder?

Pop-up notification
Main page reminder
Calendar/To-do list reminder
E-mail notification
Check on your own
Other

8. On the process of getting effective event information. Do you prefer to add a feedback process or not?

Yes, I need it.
No, it doesn't matter.

9. If you have the opportunity to improve the way notifies about heading activities, what suggestions would you have?

SCAD Safety Ride

1. How often do you take the Safety Ride?

Frequently
Sometimes
Rarely

2. How satisfied are you with the ease of booking a bicycle through it?

Strongly satisfied
Almost satisfied
Unsatisfied

3. How would you prefer to be notified about Safety Ride promotions?

Mail
Pushing notifications on the APP
Text messages
Social media updates
Other

4. Do you find Safety Ride easily accessible for you with mobility challenges?

Highly accessible
Somewhat accessible
Inaccessible

5. What extent are you informed about the condition of bicycle renting?

Fully informed
Moderately informed
Completely uniformed

6. Are you satisfied with the process of renting a bicycle on Safety Ride?

Very satisfied
Satisfied
Dissatisfied

7. How well do you think Safety Ride implements safety for users?

Excellent
Good
Average
Poor

8. What issues do you face while using Safety Ride bicycles?

Locating available bicycles is difficult.
The APP has technical issues.
The bicycles often require maintenance.
I get inadequate information on the APP.
The rental durations lack flexibility.
Other

9. If you have a chance to improve the bicycle service, what will you do?

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Interview

In addition to gathering data from the questionnaire, we conducted interviews with a total of 20 students at The Hive building of our school

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Interview
Data Analyzation

Data Analyzation

Initially, we documented the responses of participating students during the interviews. Subsequently, we took detailed notes on key information provided, organizing them into distinct categories of answers

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Subsequently, we employed the affinity diagram method to categorize the groups of answers

SCAD Bus

Basic information

Reasons to take the bus

Residence

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I live close to the bus stops

I live far from bus stops

Commuting time

Too long commuting time

Too long waiting time

Moderate commuting time

Cost free

Friendly driver

Nice facilities

Curiosity

Convenient

Not other better choice

Pain points

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Bus doesn't obey the schedule

Schedules not match class times

Commuting time is too long

False information

Unclear map

Wrong estimated waiting time

Lack of information

Schedule

Others

APP

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Not enough seats on buses

Confusing routines

Bus stops

Hard to find the stops

Not enough bus stops

Not enough seats at stops

Expectation to improve the bus service

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APP

Notification for emergencies

Better notification

More accurate information

Easier to use daily

Bus

More recognizable

Add more seats/buses

Bus stop

Add more stops

SCAD Notification

Basic information

Reasons of missing the activities

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Methods to get school events

School mail

SCAD APP

Hearing from others

Not efficient reminder

Ignore the E-mail

Ways to remind ownself

Remember it

Add to calendar

To-do list

Friends reminder

Review E-mail

Pain points

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Content classification

Major limit

Content limit

Notification channel

Channel limit

Classification of content

Unclear categories

Expectation to improve the school notification

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SCAD APP

Notification of activities

MySCAD

School mail

Content organization

Reminder of activities

Reminder of activities

Specific account

Classification

SCAD Safety Ride

Pain points

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Expectation to improve the safety ride

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Solutions

Solutions

We use "How might we" questions to guide our problem-solving approach for three key topics. This structured questioning method fosters creativity and helps us explore effective solutions to complex issues, encouraging a collaborative and innovative mindset

SCAD Bus

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SCAD Notification

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SCAD Safety Ride

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Conclusion & Topic Choose

Conclusion & Topic Choose

After careful consideration, we have selected the SCAD Bus for a more in-depth promotion of service improvement. This decision is based on its substantial user base, availability of both online and offline services, and a moderate cost structure. Additionally, the SCAD Bus presents opportunities for redesign across various aspects and allows for the implementation of a comprehensive service chain. This choice aligns with our goal to enhance overall service quality and effectiveness

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