Goretti Marroquin
Service Design
Designed a mobile app to support international students during the onboarding process, helping them feel informed and prepared as they navigate the transition to a new school and country.
Overview
Each year, many international students face challenges when transitioning to a new school and country, often due to a lack of clear information and preparation before arrival. This can lead to feelings of isolation and academic difficulties, making it harder for them to integrate and thrive in their new environment. This project explored the root causes of these challenges and aimed to design a mobile onboarding app to help international students feel informed, supported, and confident as they begin their new journey
Discovery Phase
Research Activities
We began the project with a discovery phase to understand the needs of international students and how they experience the challenges of being new in a different country and culture. We reviewed existing literature to build a foundation of current knowledge on international student experiences, conducted interviews with current international students to gather their perspectives, and observed students navigating the university website for the first time to understand the challenges and thought processes involved in learning new systems.
Research Findings
Interviews with international students revealed that many master’s and PhD students felt unsupported by advisors during their first class registration process. Students also shared that finding housing was confusing and challenging due to unfamiliarity with the city, and while the onboarding sessions provided by International Students and Scholar Services (ISSS) were helpful, they were too long and packed with information that was difficult to remember later.
Our literature review echoed these challenges, highlighting that many first-year international students arrive with little to no information about their new institution, leading to feelings of confusion and overwhelm. Sponsored students, in particular, expressed frustration with the lack of preparation for cross-cultural adjustment before departure, impacting their ability to transition smoothly.
User Persona
Priya Patel
28 years old
Psychology PhD student
About
Excited about experiencing a new culture and academic environment. Values opportunities for connecting with other international students and participating in cultural exchange programs.
Motivation
Striving to integrate into the new academic and social culture while maintaining connections with fellow international students
Frustration
Difficulties in adapting to the new cultural and academic norms, affecting her overall sense of belonging
Definition
To better understand how international students feel when navigating unfamiliar systems, we created a service blueprint while observing students using the university’s ticket website for the first time to buy football game tickets. Although not directly tied to the onboarding process, this exercise provided valuable insights into the frustrations, confusion, and emotional states students experience when interacting with a new platform in a new environment. These observations helped me empathize with the challenges international students face during onboarding and informed design decisions focused on clarity and reducing cognitive load in the app
Problem Statement
How might we ensure that international students have comprehensive and accessible information and guidance in place before their arrival at school, enabling them to navigate the process of class registration seamlessly, connect with relevant contacts for assistance, and familiarize themselves with campus logistics, fostering a smoother and more confident transition into their academic journey?
Brainstorming
During this phase, we used a participatory design approach to co-create potential solutions. We explored two different strategies to identify the best way to address the challenges international students face during onboarding. First, we conducted 1:1 interviews with students to gain insight into their onboarding experiences and gather ideas on how the process could improve. We also used a “Tomorrow’s Narrative” activity, where participants envisioned what the ideal onboarding process could look like five years from now
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Prototype Proposal
Through the participatory design process and brainstorming sessions, a solution emerged: designing a mobile app for international students to provide quick access to essential information and tutorials. The app would cover key areas such as assistantship and work opportunities, tax filing guidance, insurance details, and step-by-step tutorials to help students navigate various aspects of their academic and personal lives.
Benchmark
To begin the development phase, we conducted a comparative analysis of three existing mobile apps. Our focus was on two key areas: aesthetics and navigation. By evaluating visual design choices, content structure, and user flows, we identified patterns and best practices that could inform our own design decisions. This analysis helped us understand how other apps guide users through complex information and how visual elements can support clarity, accessibility, and engagement
Prototype Concept site map
Low - Fidelity Prototype
User Testing
During the low-fidelity testing phase, users were given the opportunity to evaluate one of the tasks within the app, specifically focusing on the flow designed to assist users in finding where to live.
Users provided valuable feedback to improve the interface's accessibility and usability. One key recommendation was repositioning the "Main Resources" section to make essential information easier to find. Additionally, users highlighted the need for more relevant content within this section to better support their needs. Another important insight was the desire for quicker access to notifications, ensuring that important updates are more easily noticeable and accessible within the app. These findings guided further iterations to refine the user experience and enhance overall usability.
Impact
Implementing these changes significantly improved the app’s usability and accessibility. By repositioning the "Main Resources" section and refining its content, users were able to find essential information more efficiently, reducing frustration and improving engagement. Additionally, enhancing access to notifications ensured that users stayed informed about important updates in a timely manner.
A / B Testing
The A/B testing method was used to compare two versions of the mobile app interface to determine which one provided a better user experience. This process helped identify design elements that resonated most with users and areas that needed improvement
Option A
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Insight
One key insight from the testing was the menu design, where users overwhelmingly preferred the layout in option B, citing its superior usability and visual appeal. However, when evaluating color contrast, feedback indicated that both versions needed adjustments, as readability was a challenge for users. Interestingly, while option B's menu design was favored, users showed a clear preference for the home page layout in option A. These findings provided valuable direction for refining the final design by combining the most effective elements from both versions to enhance usability and accessibility.
Option B
Impact
The A/B testing results directly influenced design decisions, leading to a more user-friendly and visually appealing interface. By implementing the preferred menu design from option B, navigation became more intuitive, improving overall usability. Adjustments to color contrast enhanced readability, making the app more accessible to all users. Additionally, integrating the home page layout from option A ensured a familiar and comfortable experience while maintaining the strengths of the improved navigation.
Reflection
Prototype predictions
To enhance the future prototype, integrating feedback from testing is key. Specifically, we should focus on refining elements such as the menu and homepage design. Although option B's menu garnered positive feedback, users favored option A's homepage layout. This underscores the need for a comprehensive approach to design, considering all aspects cohesively. Striking a balance between user preferences and usability is crucial, ensuring that the homepage effectively caters to user needs and expectations.
Improving accessibility to information is pivotal for enhancing the experience of international students. Providing easy access to essential information instills confidence in students, empowering them to navigate their academic journey with ease. Simplifying the process and offering robust support throughout their transition can significantly contribute to their overall well-being and success.