UX CASE STUDY: PWA & APP

Managing building operations: communicating between campus and campus-goers





CHALLENGE

Design an experience that allows students and management to report and address campus issues.


GOALS

1) Help students report issues quickly and easily 

2)Send campus requests directly to facility workers with smart automation and geo-specific requirements 

3) Close the feedback loop with status updates 





 


PROJECT OVERVIEW

There's a lack of social accountability for shared spaces. Not yours? Not your problem 👀


Let’s be honest, most times - we don’t really care if a washroom is dirty unless we personally are deterred from using it. Why is that? I set out to explore a possible solution to this issue.


Timeline

7 Days



Role

Sole designer
Project Type

Design Challenge




    RESEARCH

    In total, I got 29 responses from my survey, 5 in-person interviews and 1 lengthy email exchange with my university’s facility management.


    This plus other secondary research informed me of several things:

    Students ︎︎︎ Students don’t report campus issues

    Most students report that it's too much work, inconvenient and assume that someone else will report the issue. 


    Facilities ︎︎︎ information is triaged before manually assigned to the crew

    Crew members also make reports in their daily line of work, and these are reported internally.
    Students ︎︎︎ Students are on the go and don’t have time to fill out a form or email

    Following this user behaviour, we should create an experience on a platform that encourages faster reporting.


    Facilities ︎︎︎ Updates are not available to the public

    All requests are unable to receive an update status, including email and tweets, unless you have filed a report online. 









    UNDERSTANDING THE USERS

    Aster, student, 22 years old


    PAINPOINT 
    Aster heads into the washroom, and immediately notices a clogged toilet in the last stall. She knows she should tell someone but she needs to rush to her next class right away.

    GOAL
    She simply doesn’t have the time or she’s going to be late for her quiz. Aster wishes for a quick way to report this issue.

    Lily, PhD, 26 years old


    PAINPOINT
    On the drive to school, she notices a big fallen branch from a tree on the sidewalk. She has to detour around the branch on the road to get to school. This is dangerous.

    GOAL
    Lily is frustrated but isn’t sure what to do. She wishes she could send a picture to the gardening team so they can remove the branch before the road gets busier.

    Nate, Janitor, 43 years old


    PAINPOINT
    When there are many requests, Nate has to take down notes of all the new information from facilities headquarters. This process is distracting, confusing and takes up a lot of time.

    GOAL
    Nate wants to see his assigned requests directly, and to be able to put an update on the requests directly from his phone. 









    IDENTIFYING AND DESIGNING KEY FEATURES

    User interviews indicated that most students would not download an app. This indicated to me that building the student portal as a Progressive Web App (PWA) would be the most optimal solution as it is fast to build, easy to maintain, and sends data securely.









    STUDENT SUBMISSION ︎︎︎COMMON ISSUES

    I’ve broken it down into 3 most common types of problems related: washrooms, accidents (eg. spill) or general maintenance (eg. broken lightbulb).




    STUDENT SUBMISSION ︎︎︎SPECIFIC ISSUES

    Specific issues would be things that require specialized treatment or skilled workers to fix, such as an IT maintenance worker to fix a broken projector.









    STUDENT SUBMISSION ︎︎︎EMERGENCIES

    As shown on the home page, I’ve appended the appropriate number to call for requests that need immediate attention.














    FACILITIES PORTAL ︎︎︎RECEIVING REQUESTS 

    In this example, requests made for a certain building/zone will fall under an assigned custodian’s role.  





    FACILITIES PORTAL ︎︎︎SPECIALIZED REQUESTS + ASSISTANCE

    To help increase the communication between campus crew members, I’ve designed another view for workers to see progress in their entire building.










    VISUAL MOCKUPS

    Following my school colours and brand, I combined that with Material Design to create the UI for the PWA.





    FUTURE CONSIDERATIONS

    The desktop version will be an expanded form of the PWA. When a student is roaming on the map, it will show other submitted requests around on campus.




    WHAT ABOUT STUDENT MOTIVATION?

    Most of them commented at the ease of use during my testing with the wireframes, but some also commented that they would still not report campus facility issues due to low social responsibility. Some solutions could be:

    Raise awareness 🏫

    By sharing about how schools are costly to maintain, we can help students understand how fees are allocated.
    Points reward system 🏆

    Students can collect points and apply it to as a school credit for food, discounts, textbooks, etc.
    Community effort 🎳

    Students can work together for a collective school goal. For example, $10K saved = $10K donated to a charity.






      CHALLENGES AND WHAT’S NEXT
      Plan, plan ahead

        With such a short time constraint, it’s really difficult to manage it all. Once you chose your prompt, make a rough guide so you can allocate your time the best you can.
        Try not to worry/stress/panic

        Don’t fall into the limited time and resource trap! Just try to follow the design process.
        Make a decision and stick with it

        It can be really tempting to go wild with all the design possibilities and potential solutions. Work with what you have and go with it!

        Hey! Thanks for visiting and checking out my portfolio ☻

        If you’re looking for a designer to jump on a project, or if you just want to chat & connect, do drop me a msg at pajellyo@gmail.com 
        Vancouver, BC

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