The brief

Create a solution that makes the reviewing of travel reports quicker and makes it easier for students to compare the reports.

Design process

Research

Stakeholder conversation

We had a conversation with the client to get insight into their troubles. EQOs had the following pain points:

• Students sends a lot of emails and in-person inquiries about the lack of travel reports and where to find them
• EQO don't get enough reports even though it's mandatory
• Student says the survey questions are daunting and too open ended
• EQO are supposed to delete/unpublish old reports, but a lot of destination would lack reports for years

Survey on exchange program satisfaction

EQO provided a summary of user survey data on students researching exchange programs. The survey had 223 responses, where target demographics are 60,1%. (currently on, just applied for or contemplating exchange programs)

Note: Summary shows that feedback and requests on travel reports were given in an open question, and therefore not specified in numbers.

Students pain points from survey

• A lot of students don't know there's a designated area for travel reports
• Students wants more of others experiences, currently too few and dated
• Wants key information on what to prepare before departure. Living costs, grants and scolarships, social life, academic expectations

Competitors and inspiration

We looked at different universities to compare their approach to travel reports, where NTNUs solution for travel reports stood out.

Differentiating NTNUs solution

• Categories organised in tab menus, making content clear
• Short answers and fact oriented
• Less room for opinion sharing
• star rating in each category, helps giving an overall sense of verdict

Based on NTNUs rating system, we researched other services on user satisfaction and comparison systems. We've picked Booking.com a baseline on category rating.

User flow

I drew up todays user flow and desired flow, to help us get a common understanding of needed development. Flows were adjusted as needed with development team and stakeholders.

Lo-fi sketches

I drew sketches along market research and stakeholder conversations to validate functionality and layout elements with the team.

Key features sketched

• Layout of list or grid
• List elements "to entice students"
• Place to deliver reports (under list)
• Style and layout of open reports

Defining key features

Collecting our prior findings, we defined these key features to be highlighted:

• Short and precise information
• Not have too long paragraphs
• Not a technical list of data
• Still convey the students experience
• Clearly for students, by students

Development

Wireframe prototype

Wireframes were drawn combining our research findings and with project objectives i mind. Iterations were included along team meetings (including stakeholders)

Outcomes from iterations

• Applicable feedback on layout in listing and open report
• Input on main and sub categories
• Baseline for a redesigned survey to collect travel reports

Button for delivery inside an exchange program

Stakeholders were unsure about this approach, as they imagined students would forget the path to their program with time. We agreed to include navigation in a usability test and adjust if necessary.

User testing survey for report collection

Due to time constraints, we set a goal to map out desired categories. Our approach was to see students reactions and experience when filling out the survey and iterate on it as needed. We tested the survey question with 5 students currently abroad, who also tested navigating to their current program.

Outcomes:

• Refined categories (remove/add/edit)
• Feedback on tooltip content
• Feedback on order of categories
• 5/5 easily found their program
• 4/5 found the report button sensible. 1/5 would expect it to be on the top

Results

Instead of being placed in a dedicated «travel reports» collection, new student reports are placed within their exchange program site.

The list of reports include a citation from the student along with a rating to give an idea of the overall experience.

An opened report pops up in a modal, with categories distributed in a table. They have decorative icons along their headlines to aid in quickly giving an idea of what you'll see.

Results of the new system:

• simplified delivery process. More straight forward survey
• Expected time of EQOs review process shortened
• Increased number of reports for students to compare while researching abroad semesters
• From survey: new solution has garnished 180 in three semesters, while old solution has a couple dozens over two years

Future development goals:

• Include a character limit in the survey to (hopefully) prompt more concise answers
• Broadened usability test on the travel reports placement — do student find the reports?