During the 3-month service design project, we conducted studies on campus life experiences and focused on resource utilization. Activities included: 1）building a model to understand and interpret students’ behavior based on structured questionnaires, interviews and observations. 2）According to this model, we further used service design methods to design a new platform, e-THU, aiming at improving collaborative learning and internet-user experience while simultaneously easing internet congestion.
Campus life in Tsinghua University（THU） is exciting yet somehow frustrating. The library is always full during the examination week and the 20G monthly free Internet data flow is easily used up before the end of each month. Further, Internet speed is always slow during the night. However, many resources are actually available but not are properly used, so in order to improve students’ daily study experiences, a niche service system needed to be developed. Such a service would act to reallocate resources and redesign consumer habits.
The priority goal of this project was to define a model that would interpret student resource utilization behavior, in addition to the factors affecting such behavior.
The main field of opportunity, which was identified in the project, was Internet utilization efficiency. Therefore the secondary goal was to develop an innovative internet service to improve internet utilization, taking into consideration student experiences of campus life including collaborative learning, downloading resources and resource sharing, as well as the backstage experiences and processes for data administration and infrastructure maintenance.
We adopted a 4D (Discover, Define, Develop and Deliver) service design frame to organize the whole project. In the Discover and Define stages, studies were conducted to build student behavioral models and identified an opportunity field. In the Develop and Deliver stages, we used service design method as a persona, with Stake holder, System and custom journey maps to find touch points, designing and delivering solutions.
In the research process, we used structured questionnaires, interviews and observations to obtain first-hand information, gathering a wide range of information on students’ workday and weekend schedules, important agendas, one-day scenarios and comments (problems and complaints). Further, we investigated the usage ratio of public resources (such as internet and library, study room) during different time points. Based on these results, we concluded a behavioral model of resource usage among the student body. Furthermore, we identified an opportunity field for the service design project: Internet utilization.
In the development process, in depth interviews, expert interviews, brainstorming and focus groups were conducted to raise ideas. We used service design methods to find solutions to specific issues from this research.
In our behavior model, a student’s resource-use behavior is affected by different factors. We classified these factors into: subjective factors, objective factors and external factors.
We evaluated all the student needs and categorized them according to importance and previous solutions with a focus on Internet utilization, largely required among the student body but still facing many unresolved issues.
To better illustrate the behavior patterns and demands of users, we used two personas, showing their typical one-day events. Stakeholder and system maps were used to analysis and illustrate resource allocation, in addition to the relationship between stakeholders and back stage administration.
We carried out amock application and tested the interaction process. Further, we designed the whole ios client of this application.