The Challenge

Students first impressions are diminished as they embark on their UoM experience, due to the lack of guidance and engagement, leaving them feeling unprepared and unsettled feeling about the process.

The University of Melbourne has over 26,000 undergraduate enrolments each year, with over 40% being international students. Because the university is juggling multiple CRM’s and websites, trying to accommodate all students and academic departments, students struggle to find the information they need in order to complete their onboarding. The university is not meeting their expectations, leaving them lost across multiple websites and often overloaded with information.

Process Highlights

• Absorb and extract key insights from heaps of collected user research preformed by previous consultancies.

• Work shops with key stakeholders to distill objectives and ensure collaboration on needs across different departments.

• User journeys and persona creations.

• Evaluate current platforms and technical restraints to determine best possible CRM solution.

Role & Responsibilities

• Lead user experience designer.

• Initial engagement of 8 weeks onsite, digesting previously collected data and research.

• Work closely with a core team of 18 faculty stakeholders.

• Assist facilitating collaborative workshops, amongst stakeholders and internal Appirio team.

• Produce wireframes and prototypes to gather feedback from stakeholders.

The Outcome

An all-in-one student mobile app

To achieve the greatest impact, the project was scaled back from initial concepts that included a full student portal, and faculty student management portals, to focus on a single student mobile application. Starting with limited functionality, an MVP application allowed for time to properly construct the technical requirements, and layer on product features in the future.

Student mobile application features:

• Todays events and tasks

• Arrival preparation and orientation related tasks

• Course scheduling and guidance