Redesign CUHK MobileStage 1- Understanding problems

QR Team

1

Overview

Contextual Interviews

Interpretation Session

Affinity Diagram

Personas

Scenarios

Agenda 2

Overview

Product

Focus Setting

Core Question

Study Type

3

Overview

News

Announcements

Campus events

Classroom informationShuttle bus schedule

Library information

Campus photos

VideosCampus map

Contact numbers

Feature stories

4

Overview

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?

5

Overview

Students

StaffAlumni

Visiting guests

User segmentation

Undergraduate

Taught-postgraduate

Research-postgraduate

Study type

Product redesign

6

Contextual Interviews

Pilot Test

User Shadowing

7

Contextual 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.

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Contextual Interviews User Shadowing

Undergraduate Taught-postgraduate MPHIL & PHD

2h 2h 2h

9

Interpretation Session 10

Interpretation Session

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.

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Affinity Diagram 12

Affinity Diagram

factoids

13

Affinity 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

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Affinity Diagram 15

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

transportation

How do I take physical exercise

Affinity Diagram 16

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…

Personas

Jenny Wang

Tony Zhang

Nicolas Chen

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Personas

Meet Jenny

Jenny is a year-4 full-time undergraduate student of CUHK

A Day in Jenny’s Life

Jenny 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

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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

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Personas

Meet Tony

Tony is a taught-program postgraduate student of CUHK.

A day in Tony’s life

Tony 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

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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

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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

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Personas

Meet Nicolas

Nicolas is a Phd. student of CUHK

A Day in Nicolas’ Life

Nicolas 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

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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

Nicolas Chen

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Scenarios 25

Scenario 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.

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Scenario 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.

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Scenario 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.

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Scenario 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.

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Scenario 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.

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Scenario 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.

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Thank you!QR Team

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