2020 Google Design Exercise
Name: Danqi Qian
Position: User Experience Design Intern
UniqueID: 1300903245
 

A faster and more informed way

to improve the upkeep of NYU campus facilities

PROBLEM

NYU Students find it time-consuming to fill work request,

and are not sure and worried about maintenance progress.

SOLUTION

Offer photo documentation and

keep updating work progress and

mechanic estimated time of arrival.

Quick Report

Offer personal info autofill,

photo documentation,

and maintenance suggestions.

More Informed

Offer real-time work request progress list,

mechanic estimated time of arrival and contact number,

and work completion report.

1

Discover - Analyze current facility system

I used 'why, how, who, where, when' to analysis and understand the current facility management system. 

 

HOW NYU students currently report issues?

Time-consuming Request Form

WHAT else could be not working? 

No issue hierarchy, No updates & No report

WHAT else could be not working? 

No issue hierarchy, No updates & No report

I used flowchart to go through current workflow to try to support above assumption.

By making the flowchart, I found that other than manually filling repair description, the biggest problem is that parts of the service system is not completed, lacking of timely feedback to users.

Confusing points_new.png

WHO are the stakeholders? 

Students, Faculty, Service center & Mechanics

stakeholders.png

WHEN & WHERE it work

when&where.png

Key findings

2

Define - Analyze user attitudes

I conducted user interviews with 6 NYU students and 1 nyu staff. I gained a fundamental qualitative knowledge of their attitudes towards nyu facility management system.

 

Then the synthesis analyses the key findings and insight to guide my further ideation and design concept.

 

User Interview

To prove assumptions & Discover new pain points

I conducted 7 quick interviews with 4 nyu students living in nyu dormitory, 2 nyu student lives outside campus, one of both is blind, 1 nyu student worker. This allows me to go deeper to understand personal thoughts from different perspectives. And before I went to the interview.

user interview.png

Questions

To understand user attitudes

User Journey Map

To find all user pain points

Refine Problem: Integrate 2 periods

 

3

Develop - Experience Design

Goal in this part is to make sure experience before request submission is fast and easy, experience after submission is updated in a way users can easily read.

 

Before wireframe

Go through all user actions and information architecture

I use task flow and frame flow to go through action hierarchy and information architecture. 

task flow version 1.png
frame flow.png

Wireframe

Wireframe 1.0 - Pagination dots raises expectations for time-consuming actions

Despite time limit, I still believe that conducting user tests is essential for UX designers to evaluate design result.

Based on task flow, I​ sketched out wire frame1 first on paper. And I conducted two short user tests mainly focused on asking user anticipations towards two periods and make sure they know their current and previous locations.

wireframe1_coompressed.jpg
wireframe2.jpg

4

Deliver - High fidelity

 
 

5

Future Steps

When I was designing high fidelity for issues around me page, for the reason that new york university is not a campus based university, visualized issues would be gathered together in one small square due to 2-dimensional map. So using 2d map is not the best solution for showing issue info.

To ensure delivery accuracy, 3d map or AR based map would show issue category and issue location better than 2d map view.

To sum up, using 3d map view instead of 2d map to better deliver issue info.

Future steps: Use 3d map for accurate issue info delivery

Reflections

I first used 4w1h to understand current system and came up with several assumptions to be the base of my further user researches, which I believe is efficient that it helped me build understanding in  a limited time.

© 2019 Danqiqian. All right reserved.

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