Human and Intuitive
Improving International Students
onboarding process
Enhancing the International Student Experience Through Research-Driven Solutions
Service Designer
UX Researcher
Role
3 months
Duration
Overview
Background
In recent years, an increasing number of international students have faced significant challenges during their transition to new schools. This project aims to delve into the root causes of these challenges and propose solutions to enhance the overall experience for international students navigating unfamiliar academic and cultural landscapes.
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One of the primary issues observed is the lack of comprehensive information and preparation provided to students before their arrival. This deficiency often leads to feelings of isolation and academic difficulties, impacting the students' ability to integrate successfully into their new environment.
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Through research and analysis, this project sought to uncover the origins of these challenges and identify actionable steps to address them.
Discovery phase
Research Activities
01
Review of existing literature
Analysis of existing scholarly works on the topic, that provided a comprehensive understanding of the current state of knowledge in that area.
02
Interviews
Interviews were conducted to current international students to understand their point of view
03
Observations
The process of students who had never used the university website to buy tickets for a game was observed, with the purpose of understanding the challenges and thoughts individuals go through when doing something new
Research Findings
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Master’s Students feel little support from their advisors when it comes to the first time they need to go through class registration process.
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Students felt the process of finding were to live was confusing and challenging as they don’t know the city and surroundings.​
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“I didn’t know where to live, and was really confused with what area was the right choice for me”.
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Although many students experience a positive adjustment, such as involvement in or enjoying college life, others report feeling overwhelmed by their transition.
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Students felt the onboarding process provided by International Student and Scholar Services (ISSS) was helpful but it missed a lot of information and because it was so long they don’t recall the information provided during the session.
Literature Review
Interviews
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First year International College Students had little to no information on the particular institution they were entering prior to their arrival and this was cited as a bewildering experience.
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Sponsored students expressed both frustration and disappointment over the insufficient information and preparation provided for cross-cultural adjustment before their departure.
Personas
Priya Patel, 30
About
Excited about experiencing a new culture and academic environment. Values opportunities for connecting with other international students and participating in cultural exchange programs.
Motivation
Striving to integrate into the new academic and social culture while maintaining connections with fellow international students
Frustration
Difficulties in adapting to the new cultural and academic norms, affecting her overall sense of belonging
Psychology PhD student
Definition phase
Service Blue Print
Problem Statement
How might we ensure that international students have comprehensive and accessible information and guidance in place before their arrival at school, enabling them to navigate the process of class registration seamlessly, connect with relevant contacts for assistance, and familiarize themselves with campus logistics, fostering a smoother and more confident transition into their academic journey?
Brainstorming
During this phase, a participatory design process took place. Two different strategies were employed to brainstorm the best solution to the problem.
Interviews 1:1
Tomorrow's Narrative
Students were interviewed to gain insight about their onboarding process and how they thought it could improve
A scenario was presented to the participants and they had to visualize the onboarding process in 5 years from now.
Prototype Proposal
Through the participatory design process and brainstorming sessions, a solution emerged: designing a mobile app for international students to provide quick access to essential information and tutorials. The app would cover key areas such as assistantship and work opportunities, tax filing guidance, insurance details, and step-by-step tutorials to help students navigate various aspects of their academic and personal lives.
Develop Phase
Benchmark
Three different Mobile Apps were analyzed
Prototype Concept Site Map
Low - fidelity prototype
User testing
During the low-fidelity testing phase, users were given the opportunity to evaluate one of the tasks within the app, specifically focusing on the flow designed to assist users in finding where to live.
Insight
During low-fidelity testing, users provided valuable feedback to improve the interface's accessibility and usability. One key recommendation was repositioning the "Main Resources" section to make essential information easier to find. Additionally, users highlighted the need for more relevant content within this section to better support their needs. Another important insight was the desire for quicker access to notifications, ensuring that important updates are more easily noticeable and accessible within the app. These findings guided further iterations to refine the user experience and enhance overall usability.
Impact
Implementing these changes significantly improved the app’s usability and accessibility. By repositioning the "Main Resources" section and refining its content, users were able to find essential information more efficiently, reducing frustration and improving engagement. Additionally, enhancing access to notifications ensured that users stayed informed about important updates in a timely manner.
A/B Testing
The A/B testing method was used to compare two versions of the mobile app interface to determine which one provided a better user experience. This process helped identify design elements that resonated most with users and areas that needed improvement
Option A
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Option B
Insight
One key insight from the testing was the menu design, where users overwhelmingly preferred the layout in option B, citing its superior usability and visual appeal. However, when evaluating color contrast, feedback indicated that both versions needed adjustments, as readability was a challenge for users. Interestingly, while option B's menu design was favored, users showed a clear preference for the home page layout in option A. These findings provided valuable direction for refining the final design by combining the most effective elements from both versions to enhance usability and accessibility.
Impact
The A/B testing results directly influenced design decisions, leading to a more user-friendly and visually appealing interface. By implementing the preferred menu design from option B, navigation became more intuitive, improving overall usability. Adjustments to color contrast enhanced readability, making the app more accessible to all users. Additionally, integrating the home page layout from option A ensured a familiar and comfortable experience while maintaining the strengths of the improved navigation.
Reflection
Prototype predictions
To enhance the future prototype, integrating feedback from testing is key. Specifically, we should focus on refining elements such as the menu and homepage design. Although option B's menu garnered positive feedback, users favored option A's homepage layout. This underscores the need for a comprehensive approach to design, considering all aspects cohesively. Striking a balance between user preferences and usability is crucial, ensuring that the homepage effectively caters to user needs and expectations.
Improving accessibility to information is pivotal for enhancing the experience of international students. Providing easy access to essential information instills confidence in students, empowering them to navigate their academic journey with ease. Simplifying the process and offering robust support throughout their transition can significantly contribute to their overall well-being and success.