How might we connect international graduate students with the support resources available at University of Alberta?
Responsible for
UX Research and Design
The Challenge
Market Context
The University of Alberta hosts a diverse student body of approximately 40,061 individuals from 156 countries, creating a vibrant cultural and academic environment. Hence, equitable access to resources and support for a diverse student body is a challenge.
Economic/ Emotional Impact
Student perspective:Contribute in reducing stress and anxiety of moving to a new country and help them deal positively with cultural shock and decision fatigue.
University perspective: Improves the student experience, leading to higher satisfaction, stronger retention rates, and a positive institutional reputation that attracts future students.
Initial User Pain Points
• Lack of awareness about available services such as food banks, housing assistance, and wellness programs
• Difficulty finding support resources due to an overcrowded and disorganized main university
website• Struggles to integrate with the campus community
Cost of Problems
• Negative impact on students' overall mental health and academic performance.
• Increased strain on university staff and slowed response time addressing individual student issues
• Underutilization of resources
Solution Framework
The problem's complexity requires divergent thinking and idea generation, making the "Double Diamond" design thinking model the ideal approach.
Strategic Approach (Discover and Define)
01 User Study
Interviews and Surveys with 6 stakeholders (international graduate students)
To understand:
01
Which group settings or communities are preferred by international students for collaborative work and social integration, and why?
02
What specific types of support and resources do international students seek from university staff and faculty?
03
To what extent are international students currently using digital tools and platforms for learning and communication?
04
What challenges do international students face in connecting with the campus community?
The project aims to support students during their first eight months in a new country. Following is the journey map:
02 Website Expert Review
Following image highlights usability and content issues with how information is presented on the website :
03 Project Goal
Identify the gaps between the presentation of information and the students’ comprehension of these support resources and elevate the utility of the resources
Building the Solution (Develop)
01 How Might We Questions
"How might we develop a digital solution connecting international graduate students with support resources at the University of Alberta?"
02 Uncovering user’s mental models
Based on the insights gained from the initial website audits and interviews and surveys with the students, I listed and sorted the resources based on 4 factor:
Card Sorting Exercise
Focusing on just 6 categories with 35 resources, I asked the users to arrange them in a way that made sense to them.
Card Sorting Analysis
Information Architecture
Design Decisions (Design)
01 Dedicated Support Platform
Considering the large number and group of resources, the concept for "Belong" was emerged – a distinct platform with its own identity, while still reflecting the University's brand colours.
Illustration set
Final Iteration
• Launched an “Explore Interests” section, allowing students to filter events, organizations, and clubs based on their preferred group size, field of study, and cultural background which celebrates individuality.
• Simplified access to documentation and international student services on the homepage by introducing a sub-navigation menu.
• Added a “Save to Calendar” option for events, making it easy for students to add activities to their schedules and stay organized during their busy first days at university.
• Grouped housing and food resources under “Life Basics”, as recommended by users, and included a cost of living estimate in the navigation menu for easier access reducing cognitive overload and improves coherence
• Utilizing cards like layouts to display a range of services, making it easier for students to focus on one thing at a time, to reduce information fatigue
• Added essential links for students renting off-campus, including renter’s rights, responsibilities, utilities, and tenant insurance information addressing the issue of assumptions of local knowledge
• Separated University Health Centre Services and Wellness Services for better clarity
• Introduced brief descriptions for each topic in the first step to make it more approachable
• Added visual support through small interactions and illustrations for simplified understanding
Challenges and Opportunities
- Participants’ diverse backgrounds led to varied and conflicting feedback
- Language posed a challenge in adding a language filter, given the university’s diverse student body from 156 countries. Instead, I simplified the platform’s language to a basic English proficiency level, avoiding jargon and complex sentences to ensure clear and inclusive communication.
- User personas initially focused on international students, but for real-life implementation, it’s crucial to include domestic, First Nations, part-time, disabled, LGBTQ+, and students from diverse socioeconomic backgrounds to ensure inclusivity.
- If I were to start this project again, I would involve a broader range of stakeholders from the beginning, including faculty, administrative staff, and alumni. This would provide a more holistic understanding of the university’s information ecosystem and help create a more inclusive and well-rounded platform.
.png){kind=icon}