Experience Map: University of Toronto Career Centre
My 5 person team of graduate students created an experience map to help the University of Toronto Career Centre discover opportunities to enhance student users’ experience of using career services as well as better align their goals to students’ needs.
Overview
Problem
A number of the 30,000+ students at the University of Toronto are unfamiliar with the career services offered by the Career Centre. The career centre wanted to discover opportunities to enhance student users’ experience of using career services as well as better align their goals to students’ needs.
Solution
An experience map that provides a visual overview of the complex interactions of student users with various Career Centre touchpoints. Actions, feelings, and pain points are mapped against the Career Centre’s goals, services, and opportunities for improvement.
Context
Timeline: 4 Weeks
Tools Used: Excel, Google Drawings, Photoshop
Deliverables
Experience Map
Skills Developed
Participant Recruitment, User Interviews, Focus Groups, Experience Mapping, Journey Mapping
Our Process
Our Experience Map
My Contribution
Our group conducting affinity mapping to analyze data collected from user research activities.
As a part-time staff of the Career Centre, I put forward the suggestion that the Centre work with my 25 person Representing UX class. I helped facilitate planning of the project between the Career Centre’s Resource Coordinator and my Representing UX professor.
As a point of contact for the 4 groups and Career Centre, I compiled Career Centre documents that would be relevant for the project including access to social media accounts and business documents.
As a team member, I helped create the interview guide and moderated/ took notes during interviews and the focus group. In addition, I helped with reviewing social media accounts.
I also helped analyze the data we collected and contributed to writing content for the map.