QUT UNIVERSITY
QUT University’s AskQUT department was created to streamline student inquiries, but inconsistent information delivery led to increased follow-up queries and double-handling.
About
QUT University of Brisbane revolutionised its approach to handling student inquiries by introducing a unique model through a dedicated department called AskQUT. Unfortunately, the sheer number and range of enquiries as well as the triaging process meant that the current process was generating more enquiries than necessary.
QUT needed help understanding the complexity of the process and ways to implement solutions that satisfied the needs of the students, the customer service staff, the various faculties and the IT department.
Project Length
Ten Weeks
Tools
Miro Figma
Deliverables
Process map, wireframes, workshops, report, new category IA
My Role
UX Research and Design UI Design
Project Goals
Despite the inherent efficiency of AskQUT, there existed a challenge in upholding information standards, especially in integrating with other QUT systems. The standalone nature of AskQUT had resulted in students often bypassing it in favour of more familiar platforms, thereby introducing complexities in consolidating essential information.
The primary objectives included:
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Map current workflow: capturing an overall view of the current workflow.
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Suggest improvements: proposing improvements for staff actions.
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Solution for improving and encouraging self-service: delivering a streamlined solution to not only alleviate the current pressure on the AskQUT department but also to promote a culture of self-service among students.
Design Process
Our design process began with thorough research, including reviews, user interviews, and contextual inquiries to build a deep understanding of user needs and existing challenges. Analysing the current system through task analysis, tree testing, and process mapping highlighted structural issues and guided targeted improvements for the service’s front and back end, as well as its navigation.
In the final stages, we focussed on refining the design through wireframing and iterative testing, including a second tree test and user feedback sessions. This approach allowed us to validate and optimise our solutions, ensuring the final design aligned with user expectations and addressed key challenges, resulting in a streamlined, user-centred experience that supports both project goals and stakeholder needs.
Impact
The culmination of our efforts resulted in a substantial 105-page report, an extensive process map and Figma wireframes presented to QUT. The detailed report encapsulated findings from landscape and heuristic reviews, research results, and final wireframes with comprehensive recommendations.
The intent behind this extensive resource was to equip QUT with a roadmap, allowing them to systematically address existing challenges and prioritise tasks. The report facilitates a logical and methodical understanding of necessary improvements and sets clear priorities for future initiatives.
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