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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
SCAD Notification
SCAD Safety Ride
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?
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
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
Subsequently, we employed the affinity diagram method to categorize the groups of answers
SCAD Bus
Basic information
Reasons to take the bus
Residence
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
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
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
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
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
Content classification
Major limit
Content limit
Notification channel
Channel limit
Classification of content
Unclear categories
Expectation to improve the school notification
SCAD APP
Notification of activities
MySCAD
School mail
Content organization
Reminder of activities
Reminder of activities
Specific account
Classification
SCAD Safety Ride
Pain points
Expectation to improve the safety ride
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
SCAD Notification
SCAD Safety Ride
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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