Maeve Breslin
IST-Go! is an app designed to help university students with social distancing by providing real-time occupancy data of nearby spaces. The app faced challenges with data accuracy and user engagement.
To address these issues, a new room/desk booking feature was introduced, which improved data accuracy and better aligned with user needs. Additionally, the app's previous health check-in feature and location-changing difficulties were resolved during this process.
Student Survey
Problem
Needed to understand why students were attending university during a pandemic and their specific needs.
Strategy & Approach
Developed and distributed a survey to capture data on student attendance patterns, motivations, and frequency.
Execution
Recruited 214 respondents using student networks and analysed survey results.
Results
Found that 70% of students attended regularly for work or quiet study, guiding feature development.
Uncovering Current Issues
Problem
Existing app features, such as health check-in, were confusing and misinterpreted as contact tracing tools.
Strategy and Approach
Uncover why engagement is so low, through targeted interviews aimed at high engagement, "power" users.
Execution
From the survey, we identified users who fit typical user profiles. We conducted open ended interviews to uncover their painpoints.
Results
The health check-in feature was controversial- The usefulness was questioned and the purpose was not clear to the users.
Exploring Feature Options
Problem
Needed a feature that would address user pain points, provide utility and improve data accuracy.
Strategy and Approach
Brainstormed and evaluated potential features- Assessing them for viability, feasibility and desirability.
Execution
Created story-boards of potential features, including social feeds, daily alerts, gamified challenges and room booking, to communicate the concepts to stakeholders.
Results
Room booking was selected for its potential to solve multiple pain points and meet business requirements.
Building the Booking System
Problem: A Booking system isn't straight-forward to build- And we lacked an on premises ability to convey the booking to the user,
Strategy and Approach: Use service design mapping to understand complex touch points, and validate the solution with stakeholders.
Execution: Recruited a student volunteer to go on site, and test out the proposed approach. Recruit several volunteers to input into the map itself.
Results: Developed some ancillary support documentation, prompts and support to the user so that the resultant solution worked in real life.
Enhanced User Engagement: The introduction of the room booking feature led to a significant increase in app usage and user contribution.
Improved Data Accuracy: Real-time user-reported data enhanced the reliability of occupancy information.
User Satisfaction: The redesigned booking system and removal of confusing features led to higher user satisfaction and a clearer app purpose.