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Multichannel approach to digitising student services

Multichannel approach to digitising student services

Multichannel approach to digitising student services

In an engagement for an Australian university, I was asked to deliver a set of hi-fidelity wireframes that could communicate the value of designing digital experiences that are tailored to the specific digital channels.

In an engagement for an Australian university, I was asked to deliver a set of hi-fidelity wireframes that could communicate the value of designing digital experiences that are tailored to the specific digital channels.

In an engagement for an Australian university, I was asked to deliver a set of hi-fidelity wireframes that could communicate the value of designing digital experiences that are tailored to the specific digital channels.

Scroll to read case study

Scroll to read case study

Scroll to read case study

Project overview

DURATION

2 days

Team

Lead Partner
UX/UI Designer (me)

Client

An Australian university

context

As part of an existing engagement with a university, the project team required additional design support to imagine the future of digital student services.

Role

As the project team was proposing a headless CMS solution, I worked with the lead partner to determine the relevant wireframes required to be designed to support their digital multi-channel approach.

outcome

I designed and delivered four platform variations of a high-fidelity wireframe flow demonstrating how an experience could be tailored to a platform's features and capability.

Design as a tool to
communicate ideas

To make the most of the time given, instead of designing end-to-end flows, I focused on high-fidelity wireframes that could demonstrate platform-specific capabilities we wanted to highlight as a team.

Building a user scenario as a foundation

As the project team was already working with the client, they had insight into existing student problems. One of these scenarios was around the barriers in navigating documentation and protocols for assessment extensions. With this scenario, I could tie my wireframes to a consistent narrative.

The scenario

A student wants to apply for an assessment extension due to contracting Covid-19.

Exploring platform-specific opportunities

I detailed opportunities leveraging the unique constraints and features of each platform as a basis for designing platform-specific solutions to the same user flow.

Platform 1:
New desktop module

website - Modal - Form

The 'Apply now' button on the existing University's Special consideration webpage, opens a modal that takes the student through a form with their enrolled courses pre-filled.

1/5

Button to launch modal

draft wireframe

Final wireframe

Platform 2:
New mobile application

timetable - camera - ocr

Through the student's timetable, an extension can be requested with use of their phone's camera and optical character recognition [OCR] technology to verify their documentation.

1/6

Assessment schedule A

draft wireframe

iterated wireframe

final wireframe

Platform 3:
Web browser chatbot

prompts - natural language processing

Through the Student Virtual Assistant chatbot, students are able to quickly access relevant documentation and are guided through student services processes with answer prompts based on their student profile.

1/9

Chatbot: need help

draft wireframe

Final wireframe

Platform 4:
Social media chat

FB Messenger api

Using the chatbot flow, the system can be connected to social media platforms to leverage their interfaces to host plain chatbots with simpler functionality restricted by the platform.

Final wireframe

Digitising student IDs

digital wallet - smart watch

With Apple's Express Mode, digital student IDs in your Apple wallet can authenticate access without the need to unlock your device.

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