Macquarie Uni

‍Problem Space

Macquarie University staff felt overwhelmed when finding information because it was all scattered in one place.

They want to provide a better customer service experience and felt training fell short.

An interactive learning platform for onboarding Service Connect staff.

Research

Interview Synth

Workshop Presenter

User Flow

Storyboard

Lo-Fi/Mid-Fi/Hi-Fi Prototyping

Google Meets

Figma

Miro

Trello

03/10/22 - 24/10/22

68% of staff had poor onboarding experiences and felt unprepared drawing from only a OneNote.

I drew up a storyboard of a platform where this information can be examined.

This was called the MQ Maze Escape!

It leads our persona Vicky (V) through several modules:

I worked on Figma to create the user flow and prototype of the following infographic.

The Macquarie University design system was followed and usability testing was conducted on Maze using heat maps and scores.

At the end of each module was feedback and points added that our second persona Helen, Vicky's manager, can view.

After completing the required modules, the user can view in real-time their place (as shown with Vicky next to John).

Connecting Notebook integration

Increasing engagement with mentorship groups.

Figma

How teammates have different preferences about feedback.

How the education industry has restrictions on UX research.

1. Logging into the platform and completing the infographic module needs to be further tested to increase the success rate by 32%.

This module brought some confusion on its layout so it could be useful to test separately.

2. The battle trivia module should continue to be tested to reduce the highest misclick rate of 53.6%.

This is important as it is the only ‘live’ feature on the platform and the users cited it to be most excited to play.

3. Testing with new staff with less than 3 months of work experience would provide nuanced insights.

They are most aligned to our persona Vicky and would give the richest data on usability.