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
# Student Service: Leading the Chat Channel Pilot at the University of Melbourne
# Student Service: Leading the Chat Channel Pilot at the University of Melbourne
At the University of Melbourne, communication was a double-edged sword. Students were frustrated by long waits for answers to crucial questions about enrolment, support services, or academic processes. Meanwhile, staff were drowning in email backlogs and struggling to keep pace with repetitive enquiries.
It was clear the traditional channels couldn’t keep up with modern expectations for instant, seamless communication.
Related links
- Talk with Tino — Get in touch about a similar challenge.
- Browse more work — See additional case studies across education, SaaS, and digital experience.