Task #4 - Interviews

(Group – 12)

Fan Zhang | Hariharan Subramonyam | Jackie Wolf | Suinan Li | Uday Krishna

© CC BY 3.0 US, 2012 – Sarah Abraham

System and Users

EdAsssit - Tuition AssistanceManagement system

(TAMS)

Clients

Businesses and their employees in the following sector:

• Healthcare• Defense and Aerospace• Technology• Insurance and Financial Services• Energy and Utilities• Consulting• Manufacturing• Education

Method

Structured Interviews

Recruiting

ResearchQuestions

Interview guide/Logistics Interview

Interpretation,Personas &Scenarios

- 6 Interviews- Stakeholder,

Internal Staff, Current Clients, Potential Users

Findings & Recommendations

Login

• Users don’t use this system regularly• Login / Reset Password is not user friendly• Not all users have organizational email ID

© CC BY 3.0 US, 2012 –Lorenzo Baldani

Roles and Workflow

• Different users have different roles in the tuition reimbursement workflow(Manager, HR, Employee)

• System is not customized to these different roles

© CC BY 3.0 US, 2012 –Lorena Salagre

Documents

• Users have to upload several documents as part of the reimbursement process

• System takes really long to upload documents and users have no feedback

• System Time Out

© CC BY 3.0 US, 2012 -Piotrek Chuchla

Tuition Advisor

• Employees can reach tuition advisors only through the call center

• Most employees call for advice related to Cost/ Prestige/ Method of content delivery

• Tuition advisors have no feedback on effectiveness of their advice/recommendation

© CC BY 3.0 US, 2012 - Jerry Wang

Tuition Reimbursement Process

• Different companies have different processes, eligibility criteria, types of employees

• System caters to a variety of domains and users, but the process is the same

• Research Instrument – Phone• Guinea pig effect• Role Selection• Lack of validity checks

Limitations

Key Takeaway

• Beginner’s Mindset/ Power of not knowing

• Consider Extreme Users• Have a ‘Backup Plan’ for

recruiting users.

© CC BY 3.0 US, 2012- Marcus Michaels