HAPPY TO HELP @ ASU
HAPPY TO HELP is a project aimed at rethinking the service offerings of International Students and Scholars Center at Arizona State University. incongruent user experience The new service offerings help students transition across various service channels into the culture of ASU | USA without any obstacles.
key findings from interviews language barriers makes communication difficult
struggling with effective processing and delivery mechanisms ISSC has modeled itself as a central hub and outsources work to departments that are good at it
the services offered by ISSC are not discoverable and accessible
incongruent user experience KEYservice FINDINGS across various channelsFROM
ISSC is looking for ways and means to co-create value added services INTERVIEWS WITH for students
O R I E N T A T I O N
key findings from journey/empathy maps
excitement phase pre arrival
arrival
sinking phase
excitement phase
absorption phase
post arrival
pre arrival
Students think about their things and experiences in terms of their physical journey ( pre arrival, arrival, post arrival ). The emotional part of the journey/empathy map can be divided into three categories 1) excitement phase (new places, new things to do) 2) sinking phase (home sink, responsibilities) 3) absorption phase (acclimatized to the challenges).
sinking phase
arrival
absorption phase
post arrival
Another key finding, ISSC conducts the orientation ( where students know about the various services ) at the time when students are experiencing a sink in their emotions.
recommendations Student off-shore interaction with ISSC
Creation of Case Reference File (CRF)
Student reaches out to different service channels
Resolving the case
Updating the CRF
Update the case manager system
Routing the case to appropriate fulfillment group
To provide omni-channel experience, introducing the Case Reference File (CRF) in the service system. The CRF helps keeps track of the users journey through the system and provides information on request to any service channel. It updates the user by means of notifications and provides them feedback at each and every point through the process.
N E W 1) short informational videos 2) digital information resources
excitement phase pre arrival
arrival
O R I E N T A T I O N
1) visa / immigration related paper work 2) help in settling down
sinking phase
P L A N 1) detailed overview on various aspects 2) addressing special needs as per demand
absorption phase
post arrival
Rethinking the orientation as ongoing process for a span of 3 months.
我怎么帮你 |
Briefly explain what are you looking for today |
Rethinking digital gatekeepers as living services offered in international languages.
IND 622 Abhishek Edla Ashok
IND 622: Spring 2016 Advanced Industrial Design Studio IV
Lauren McDermott Dean Bacalzo
Student: Abhishek Edla Ashok Instructors: Bacalzo, McDermott