In 2020, the emergence of the Coronavirus led to a significant shift towards online education, posing challenges for many students and educators in adapting to remote learning environments. In response to these challenges, UAL Outreach was established to offer essential support for students and staff facing anxiety and difficulties in this transition. The initiative aims to provide valuable tutorials, credible information and advice while fostering connections among users and their peers.
MY ROLE
UAL Outreach project encompassed a range of activities, including research, user interviews, user flow mapping, wire-framing, visual design, prototyping, and user testing.
TOOLS UTILISED
- Adobe Photoshop
- Adobe Illustrator
- Adobe InDesign
- Adobe XD
- Trello
- HTML
- CSS
PROJECT CHALLENGE
The onset of the Coronavirus pandemic necessitated the closure of educational facilities worldwide, which compelled the transition to remote learning. This abrupt shift has posed significant challenges for both students and educators, many of whom encountered difficulties navigating digital platforms and accessing reliable information regarding the pandemic. In response, this project focused on developing a centralised resource hub to provide comprehensive support and guidance during this transitional period.
THE PROCESS
PROJECT SCOPING
The Double Diamond model serves as a foundational framework; however, the approach adopted for addressing challenges varies based on several factors, including project complexity, specific goals, business requirements and the overall timeline.
AGILE SPRINT PLANNING
The project utilised sprints to effectively organise the workflow to develop the UAL Outreach platform. However, the impact of the pandemic which implemented a shift to remote work, subsequently affected both the project sprints and scope.
DISCOVERY
Field research has enhanced our understanding of user needs within the remote learning landscape and the support provisions available. Key findings indicate that learners need tutorial assistance navigating remote platforms and their functionalities. Additionally, learners face challenges in accessing credible information regarding the ongoing Coronavirus pandemic.
DATA COLLECTION
- 28.6% of tutors reported that students experienced difficulties using remote learning platforms.
- 50% of tutors indicated uncertainty regarding installing online learning tools.
- 50% of students reported experiencing digital fatigue or challenges with maintaining mental focus.
DATA PROTECTION REGULATION (GDPR)
All participants in this project were interviewed in compliance with GDPR as established in May 2018.
DATA VISUALISATION
DEFINE
During the lockdown, the review of online focus groups, polls and interviews was conducted via Zoom with the primary demographic. This approach allowed the project to analyse and synthesise valuable insights from various sources, leading to informed observations and conclusions.
PERSONAS
Throughout the project, personas were employed as a strategic tool to guide design decisions with empathy. These archetypes facilitated collaborative discussions during the design and development phases, ensuring the team remained aligned with user needs and preferences.
VISION STATEMENT
The vision for UAL Outreach was to establish a comprehensive one-stop community resource that provides users with access to reliable support, credible information and opportunities for peer connection. The intention was to seamlessly integrate outreach into UAL's existing online infrastructure, ensuring cost efficiency, risk reduction, compliance with established conceptual models, ease and familiarity.
LEARNING SUPPORT DELIVERY MODEL PROCESS
Following the Ministry of Education, the UAL Outreach framework will implement the Learning Support Delivery Model (LSDM). This framework emphasises collaborative efforts to enhance learning support and will facilitate peer-to-peer learning and assistance through the collective sharing of knowledge among participants.
EXPERIENCE MAPPING
To effectively address the challenges faced by this demographic, it was essential to first identify their needs through an in-depth exploration of the user experience with the existing system. By visualising the process, the team could pinpoint the strengths and weaknesses inherent in the sequential interactions.
CUSTOMER INSIGHTS
An analysis of the gathered research highlighted distinct patterns within the data. This was systematically categorised to identify pain points and aspirations, which provided clear insights into potential improvements for the service.
Overview of Current Remote Learning Challenges and Future-Focused Solutions
- Modern students are typically tech-savvy. However, many encountered difficulties when using remote learning platforms.
- As a tutor, I recognise that there are limited resources regarding remote learning plugins that could enhance the experience for users on these platforms.
- Feedback from students indicates that they frequently feel overwhelmed: "There is too much information to process when learning remotely... it's information overload."
- There is a notable concern regarding the reliability of information related to the Coronavirus, leading to increased anxiety.
Future-Focused User Journey
For tutors at UAL who face challenges with remote learning platforms, the UAL Distance Teaching Core Practice Guide serves as a valuable resource. While this guide provides insights into effective online practices, it primarily pertains to physical learning environments rather than virtual settings. Students at UAL experiencing difficulties with remote learning or seeking credible information about the pandemic can turn to key resources such as UAL Student Services, the British Council, the National Health Service (NHS) or Public Health England (PHE) for support and guidance.
To streamline access to these resources, the Outreach initiative aims to consolidate them into a centralised, one-stop hub, facilitating more efficient information navigation. The graphic below illustrates a typical UAL user journey alongside a proposed future-focused user journey.
DEVELOP
Establishing the design direction following UAL's guidelines, focusing on colour palettes, typography, component design, buttons, and iconography.
Design Sketches
Engaging with stakeholders to collaboratively define the structure and flow of the service. Initial sketches of the user interface, navigation, data elements and interactive features were influenced by UAL's aesthetic principles. Subsequently, we refined these concepts to establish a distinct yet cohesive user interface framework for the service.
Design Guidelines
Colours possess the power to influence our emotions and perceptions. Therefore, the selection of colour in the design was important, as the objective was to evoke feelings of safety and relaxation. To achieve this, the utilisation of Professor Robert Plutchik's Wheel of Emotions Model psychological framework was followed to alleviate anxiety and stress among users.
INFORMATION ARCHITECTURE
It was essential to structure the content of the platform in a clear and intuitive manner. The target users of this service are motivated learners seeking important information that will facilitate a more relaxed and focused approach to their studies.
Users can access UAL OUTREACH through links on the university's official website. Upon visiting the OUTREACH landing page, users are immediately presented with support options, advice and instructional tutorials. Users must register on OUTREACH to receive personalised support by providing their academic details. The Home page offers the following resources:
- HOME: Provides access to Coronavirus updates, remote learning tutorials, and quick responses with frequently asked questions (FAQs).
- EDBOT: A smart AI assistant that enables users to conduct specific searches 24/7 from anywhere in the world.
- CORONAVIRUS: Information on the pandemic is consistently updated and sourced from credible references.
- TUTORIALS: Offers both recorded and interactive tutorials on how to utilise and navigate remote learning platforms.
- COMMUNITY SIGNUP: Features a straightforward three-step onboarding process for registering with UAL OUTREACH.
LOW-FIDELITY PROTOTYPE
To facilitate effective communication of the design and functionality of the concept to stakeholders in a tangible and testable manner, a low-fidelity (Lo-Fi) prototype for preliminary testing was designed.
The Lo-Fi prototype was utilised during co-design sessions, uncovering alternative pathways for user flow.
VISUAL DESIGN AND USER MAPPING
Persona: Stacey: Stacey is a university student who is experiencing frustration due to her limited knowledge of using online platforms tools such as Zoom and Teams. UAL Outreach provides a comprehensive resource centre to deliver credible information on important student topics, including the coronavirus and mental health, as well as tutorials for effective remote learning.
The Outreach service not only assists Stacey in locating the necessary resources for her studies but also offers her a supportive environment where she can connect with peers facing similar challenges. Stacey has several options: visit the Outreach App to conduct information searches, engage with video tutorials or listen to informative podcasts. Additionally, by signing up with Outreach, Stacey can access support from fellow students and earn UAL vouchers in exchange for participation. Once registered, Stacey can also personalise her profile to enhance her experience.
Explore the Outreach App
ASSIGNMENT FEEDBACK
Talented, detail-oriented, authentic and kind. A designer, researcher, writer and critical thinker. You are all these things - which is quite rare... When it works together with timeliness and flow, the results are impressive...
- Mo Ling Chui