Project detail
Project detail
One Stop Office Usability Test
One Stop Office Usability Test
One Stop Office Usability Test
CITIC Technology IP design
CITIC Technology IP design
CITIC Technology IP design
IP Design, Product Design
IP Design, Product Design
IP Design, Product Design
2023
2023
2023
CITIC Technology
CITIC Technology
CITIC Technology
About One Stop Office
About One Stop Office
About One Stop Office
One Stop Office helps to guide students to the correct department, solving issues such as billing, payment, financial aid, registration, and student records. The office is built for improving student experience.
One Stop Office helps to guide students to the correct department, solving issues such as billing, payment, financial aid, registration, and student records. The office is built for improving student experience.
One Stop Office helps to guide students to the correct department, solving issues such as billing, payment, financial aid, registration, and student records. The office is built for improving student experience.
Design Goal
Design Goal
Design Goal
Examine the efficiency and usability on the office’s email service is our goal. To help with this new-lunched department, the office director is looking for plans on
Examine the efficiency and usability on the office’s email service is our goal. To help with this new-lunched department, the office director is looking for plans on
Examine the efficiency and usability on the office’s email service is our goal. To help with this new-lunched department, the office director is looking for plans on
Identify Method
Identify Method
Identify Method
A User Journey Map & User Flow is made to identify and categorize the best research method. After Drawing it, my teammate and I characterized the user procedural into 3 phases, and designed research method based on each phase.
A User Journey Map & User Flow is made to identify and categorize the best research method. After Drawing it, my teammate and I characterized the user procedural into 3 phases, and designed research method based on each phase.
A User Journey Map & User Flow is made to identify and categorize the best research method. After Drawing it, my teammate and I characterized the user procedural into 3 phases, and designed research method based on each phase.
the user procedural are listed below:
the user procedural are listed below:
the user procedural are listed below:
Phase
Phase
Phase
Part Of Service
Part Of Service
Part Of Service
Method
Method
Method
Focus
Focus
Focus
Phase I
Phase I
Phase I
Preservice & Discovery
Preservice & Discovery
Preservice & Discovery
Heuristic Analysis
Heuristic Analysis
Heuristic Analysis
Website & Audio Response
Website & Audio Response
Website & Audio Response
Phase II
Phase II
Phase II
During Service
During Service
During Service
GOMS Analysis
GOMS Analysis
GOMS Analysis
Consultant Service
Consultant Service
Consultant Service
Phase III
Phase III
Phase III
Post-service Feedback
Post-service Feedback
Post-service Feedback
User Survey
User Survey
User Survey
Students' User Experience
Students' User Experience
Students' User Experience
Research Plan
Research Plan
Research Plan
A user testing plan consists of 3 research methods are proposed to examine the efficiency and usability on the office’s email service.
A user testing plan consists of 3 research methods are proposed to examine the efficiency and usability on the office’s email service.
A user testing plan consists of 3 research methods are proposed to examine the efficiency and usability on the office’s email service.
Heuristic Analysis
Heuristic Analysis
Heuristic Analysis
Heuristic Analysis (also known as Heuristic Evaluation) is a usability evaluation method used to identify potential usability issues in a user interface (UI) or product design.
Heuristic Analysis (also known as Heuristic Evaluation) is a usability evaluation method used to identify potential usability issues in a user interface (UI) or product design.
Heuristic Analysis (also known as Heuristic Evaluation) is a usability evaluation method used to identify potential usability issues in a user interface (UI) or product design.
Since finding the optimal solution by interviewing multiple students and send out questionnaires are time consuming and difficult, we decide to use Heuristic Analysis to find a "good enough" solution in a reasonable amount of time
Since finding the optimal solution by interviewing multiple students and send out questionnaires are time consuming and difficult, we decide to use Heuristic Analysis to find a "good enough" solution in a reasonable amount of time
Since finding the optimal solution by interviewing multiple students and send out questionnaires are time consuming and difficult, we decide to use Heuristic Analysis to find a "good enough" solution in a reasonable amount of time
Purpose
Purpose
Purpose
Evaluate the efficiency of auto reply emails effectively on guiding students.
Evaluate the efficiency of auto reply emails effectively on guiding students.
Evaluate the efficiency of auto reply emails effectively on guiding students.
Inspect the accessibility of email address displays and guiding on one stop web pages
Inspect the accessibility of email address displays and guiding on one stop web pages
Inspect the accessibility of email address displays and guiding on one stop web pages
Partisipant
Partisipant
Partisipant
Professional Heuristic Analysis Professional holistic analysis who has never used one stop email service before.
Professional Heuristic Analysis Professional holistic analysis who has never used one stop email service before.
Professional Heuristic Analysis Professional holistic analysis who has never used one stop email service before.
Method
Method
Method
Heuristic analysis on email service
Heuristic analysis on email service
Heuristic analysis on email service
Task
Task
Task
Participants will evaluate the efficientness of the auto email reply, evaluate the overall user experience of students interacting with the email reply service, identify any areas for improvement in the email auto reply services, analyze the clarity and effectiveness of the instructions provided in the auto email replies, and website navigation for the email address
Participants will evaluate the efficientness of the auto email reply, evaluate the overall user experience of students interacting with the email reply service, identify any areas for improvement in the email auto reply services, analyze the clarity and effectiveness of the instructions provided in the auto email replies, and website navigation for the email address
Participants will evaluate the efficientness of the auto email reply, evaluate the overall user experience of students interacting with the email reply service, identify any areas for improvement in the email auto reply services, analyze the clarity and effectiveness of the instructions provided in the auto email replies, and website navigation for the email address
GOMS Analysis
GOMS Analysis
GOMS Analysis
GOMS(Goals, Operators, Methods, and Selection rules) Analysis is a human-computer interaction (HCI) technique used to model and analyze user tasks and interactions with a system. It helps understand how users complete tasks and provides insights into improving system design for efficiency.
GOMS(Goals, Operators, Methods, and Selection rules) Analysis is a human-computer interaction (HCI) technique used to model and analyze user tasks and interactions with a system. It helps understand how users complete tasks and provides insights into improving system design for efficiency.
GOMS(Goals, Operators, Methods, and Selection rules) Analysis is a human-computer interaction (HCI) technique used to model and analyze user tasks and interactions with a system. It helps understand how users complete tasks and provides insights into improving system design for efficiency.
GOMS helps to identify time-consuming or redundant steps in the user journey which is beneficial for the One Stop Office for the purpose of designing more intuitive and faster interactions.
GOMS helps to identify time-consuming or redundant steps in the user journey which is beneficial for the One Stop Office for the purpose of designing more intuitive and faster interactions.
GOMS helps to identify time-consuming or redundant steps in the user journey which is beneficial for the One Stop Office for the purpose of designing more intuitive and faster interactions.
Purpose
Purpose
Purpose
Evaluate the usability of email responses
Evaluate the usability of email responses
Evaluate the usability of email responses
Identify the students diverse challenges
Identify the students diverse challenges
Identify the students diverse challenges
Pinpoint areas for potential improvement in the future
Pinpoint areas for potential improvement in the future
Pinpoint areas for potential improvement in the future
Partisipant
Partisipant
Partisipant
One stop email service Consultant
One stop email service Consultant
One stop email service Consultant
Method
Method
Method
Email analyation
Email analyation
Email analyation
Task
Task
Task
Participants will respond the emails sent from test operators following their normal service procedural. The emails sent contains identical information but with different phrasing depicting common issues that bother student
Participants will respond the emails sent from test operators following their normal service procedural. The emails sent contains identical information but with different phrasing depicting common issues that bother student
Participants will respond the emails sent from test operators following their normal service procedural. The emails sent contains identical information but with different phrasing depicting common issues that bother student
Details
Details
Details
T1. Respond to emails from a first year student looking for course registration timeline
T1. Respond to emails from a first year student looking for course registration timeline
T1. Respond to emails from a first year student looking for course registration timeline
T2. Respond to emails from a second year student looking for required courses during course selection times
T2. Respond to emails from a second year student looking for required courses during course selection times
T2. Respond to emails from a second year student looking for required courses during course selection times
T3 Respond to emails from a student seeking for course recommendations
T3 Respond to emails from a student seeking for course recommendations
T3 Respond to emails from a student seeking for course recommendations
We designed 4 sample email to send to the email service that contain identical information but with different phrasing depicting common issues that bother students
We designed 4 sample email to send to the email service that contain identical information but with different phrasing depicting common issues that bother students
We designed 4 sample email to send to the email service that contain identical information but with different phrasing depicting common issues that bother students
T1A
T1A
T1A
Non skillful English speaker
Non skillful English speaker
Non skillful English speaker
Help with courses ?
Help with courses ?
Help with courses ?
… I tried checking on the website for the courses but I got confused. Can you show me where to find them? Where is the list of all the classes and what they are about? I know my English is not the best so I appreciate your patience…
… I tried checking on the website for the courses but I got confused. Can you show me where to find them? Where is the list of all the classes and what they are about? I know my English is not the best so I appreciate your patience…
… I tried checking on the website for the courses but I got confused. Can you show me where to find them? Where is the list of all the classes and what they are about? I know my English is not the best so I appreciate your patience…
T1B
T1B
T1B
Cool native speaker
Cool native speaker
Cool native speaker
Quick QS about course stuff
Quick QS about course stuff
Quick QS about course stuff
…I'm a bit clueless about the whole course selection thing. When is the low down on when I should start gearing up for it? And like when the sign up party kicking off and when does it wrap up? Don't wanna miss the boat you know?
…I'm a bit clueless about the whole course selection thing. When is the low down on when I should start gearing up for it? And like when the sign up party kicking off and when does it wrap up? Don't wanna miss the boat you know?
…I'm a bit clueless about the whole course selection thing. When is the low down on when I should start gearing up for it? And like when the sign up party kicking off and when does it wrap up? Don't wanna miss the boat you know?
T1B
T1B
T1B
Very Professional Grad student
Very Professional Grad student
Very Professional Grad student
Questions regarding to the course selection timeline
Questions regarding to the course selection timeline
Questions regarding to the course selection timeline
…I am reaching out to seek clarification on the course selection timeline, as I am presently uncertain about the cons of preparations. Could you kindly provide information on the recommended lead time for?
…I am reaching out to seek clarification on the course selection timeline, as I am presently uncertain about the cons of preparations. Could you kindly provide information on the recommended lead time for?
…I am reaching out to seek clarification on the course selection timeline, as I am presently uncertain about the cons of preparations. Could you kindly provide information on the recommended lead time for?
T1B
T1B
T1B
Anxious student
Anxious student
Anxious student
Help needed with course selection
Help needed with course selection
Help needed with course selection
…I tried looking at the website for the courses but it's like a maze and I am so lost. Can you tell me where to find all the courses? I need to know what is going on. I'm sorry if I sound like a mess, I get anxious easily.
…I tried looking at the website for the courses but it's like a maze and I am so lost. Can you tell me where to find all the courses? I need to know what is going on. I'm sorry if I sound like a mess, I get anxious easily.
…I tried looking at the website for the courses but it's like a maze and I am so lost. Can you tell me where to find all the courses? I need to know what is going on. I'm sorry if I sound like a mess, I get anxious easily.
User Survey
User Survey
User Survey
Heuristic Analysis (also known as Heuristic Evaluation) is a usability evaluation method used to identify potential usability issues in a user interface (UI) or product design.
Heuristic Analysis (also known as Heuristic Evaluation) is a usability evaluation method used to identify potential usability issues in a user interface (UI) or product design.
Heuristic Analysis (also known as Heuristic Evaluation) is a usability evaluation method used to identify potential usability issues in a user interface (UI) or product design.
Since finding the optimal solution by interviewing multiple students and send out questionnaires are time consuming and difficult, we decide to use Heuristic Analysis to find a "good enough" solution in a reasonable amount of time
Since finding the optimal solution by interviewing multiple students and send out questionnaires are time consuming and difficult, we decide to use Heuristic Analysis to find a "good enough" solution in a reasonable amount of time
Since finding the optimal solution by interviewing multiple students and send out questionnaires are time consuming and difficult, we decide to use Heuristic Analysis to find a "good enough" solution in a reasonable amount of time
Purpose
Purpose
Purpose
Examine the ease of the one stop emailing process.
Examine the ease of the one stop emailing process.
Examine the ease of the one stop emailing process.
Evaluate the ease of finding the email contact.
Evaluate the ease of finding the email contact.
Evaluate the ease of finding the email contact.
Measure response time from one stop.
Measure response time from one stop.
Measure response time from one stop.
Review user satisfaction feedback
Review user satisfaction feedback
Review user satisfaction feedback
Partisipant
Partisipant
Partisipant
Students who use one stop office email service
Students who use one stop office email service
Students who use one stop office email service
Method
Method
Method
Google Form Online Survey, Sent by One Stop Office
Google Form Online Survey, Sent by One Stop Office
Google Form Online Survey, Sent by One Stop Office
Tasks
Tasks
Tasks
At the end of an email service, Users will receive a Google Form Online Survey in their G-mail mailbox.
At the end of an email service, Users will receive a Google Form Online Survey in their G-mail mailbox.
At the end of an email service, Users will receive a Google Form Online Survey in their G-mail mailbox.
Task
Task
Task
Questions Included as below:
How did you heard about One Stop?
How did you initially reach out to One Stop? (by email, by phone, from other department )
Rate your satisfaction with One Stop from 1 to 5
What are the things that you evaluate the most with One Stop?
Starting from your first attempt, how long does it take you to solve the problem?
If there was no One Stop office, do you think it would have taken you more time to complete these tasks?
How many times have you used One Stop this month?
Questions Included as below:
How did you heard about One Stop?
How did you initially reach out to One Stop? (by email, by phone, from other department )
Rate your satisfaction with One Stop from 1 to 5
What are the things that you evaluate the most with One Stop?
Starting from your first attempt, how long does it take you to solve the problem?
If there was no One Stop office, do you think it would have taken you more time to complete these tasks?
How many times have you used One Stop this month?
Questions Included as below:
How did you heard about One Stop?
How did you initially reach out to One Stop? (by email, by phone, from other department )
Rate your satisfaction with One Stop from 1 to 5
What are the things that you evaluate the most with One Stop?
Starting from your first attempt, how long does it take you to solve the problem?
If there was no One Stop office, do you think it would have taken you more time to complete these tasks?
How many times have you used One Stop this month?
Contact
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Let's connect and start with your project ASAP.
Or Call 917-521-9252