Education / service design · Case study
University of Melbourne student service chat pilot
Discovery, workshops and journey mapping for a pilot chat channel supporting students and staff.
Project snapshot
The project explored how a chat channel could support student enquiries and the service teams responding to them. The discovery material covered assumptions, use cases and the steps in a chat conversation.
An assumptions matrix helped identify questions to investigate. Iteration planning set out the proposed work, while a journey map examined the conversation from a student's enquiry through to staff support.
The work shown covers discovery and planning for the channel. Verified rollout and usage results are not available for this account.
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