LINH MCDERMOTT
Supporting At-Risk Students at the University of Sydney
One of the most fulfilling projects I've worked on was at the University of Sydney, where the goal was to ensure that the institution met compliance mandates to support at-risk students. This project was not just about following regulations; it was about making a meaningful impact on students' lives.
Identifying and Supporting At-Risk Students
The initiative aimed to provide essential support for students who had failed 50% of their enrolled units in the previous semester and met one of the pre-census triggers. This demographic was identified as being particularly vulnerable and in need of additional assistance to succeed academically.
Understanding the Students' Journey
We began by diving deep into the students' journey, understanding the challenges they faced and the reasons behind their academic struggles. Through interviews and workshops with students and faculty, I gathered insights that would inform our design approach.
Designing a Holistic Support System
Using these insights, we designed a holistic support system tailored to the needs of at-risk students. The system included personalized academic advising, mental health support, and practical resources to help students get back on track. By integrating various touchpoints - such as digital check-ins, one-on-one mentoring sessions, and automated reminders - I ensured that students received timely and relevant support.
Implementing the Solution
Implementing the solution involved close collaboration with different departments within the university. I created service blueprints to map out every interaction point and ensure a seamless experience for students. The solution was designed to be intuitive and accessible, reducing barriers to seeking help.
Making a Difference
The impact of this project was profound. Students who had previously struggled were now able to access the resources they needed to improve their academic performance and well-being. The support system not only helped in meeting compliance mandates but also fostered a more supportive and inclusive university environment.
Reflections
Working on this project was a reminder of the power of design to drive positive change. It reinforced my belief that at the heart of service design lies empathy and a deep understanding of the user's needs. This project at the University of Sydney stands out as a testament to how thoughtful, user-centered design can make a real difference in people's lives.
This project was more than just a compliance requirement; it was about building a support network that could transform the academic journey for at-risk students, ensuring they had the resources and encouragement to succeed.
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Service design research
Conduct comprehensive research and analysis in collaboration with the project team and stakeholders at the University, leveraging a blend of qualitative and quantitative methods to gather deep insights. This collaborative approach ensures alignment with project goals, identifies key challenges and opportunities, and informs strategic decision-making, ultimately guiding the university towards effective solutions that meet both organizational objectives and stakeholder needs.
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Service maps
Creating service blueprints for the student journey involves mapping out every step and interaction a student experiences when engaging with university services. This comprehensive visualization goes beyond surface-level interactions to capture underlying processes, policies, and support systems that impact the student experience. Starting with extensive research and user interviews, we gather insights into student needs, pain points, and expectations at each stage of their journey. These insights inform the blueprint, which outlines both front-stage interactions (such as student-facing interfaces and interactions with staff) and back-stage processes (including administrative tasks and decision-making workflows).
By detailing dependencies, timelines, and potential points of friction, the blueprint serves as a strategic tool for identifying areas of improvement and innovation. It enables stakeholders to align on priorities, allocate resources effectively, and implement solutions that enhance the overall student experience, fostering a supportive and efficient university environment.
 Future state service blueprint for semester 2 Support for students who have failed 50% of enrolled units from the previous semester and meet one of the precensus triggers |  An inital draft Service blueprint |  Initial blueprint with interfaces screens to demonstrate the flow of one screen to another |
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 Phase 2 of the map after launch feedback |
Heuristic review
Conducting a heuristic review involves systematically evaluating the current design of support interfaces against established usability principles and best practices. This process identifies strengths and weaknesses in the user experience, pinpointing areas for improvement and enhancement. By applying expert knowledge and industry standards, we propose refinements that streamline navigation, clarify information architecture, and optimize interactions.
These enhancements aim to elevate usability, increase efficiency, and ultimately, improve user satisfaction with the support interfaces. Integrating these insights ensures that our designs not only meet but exceed user expectations, fostering a more intuitive and effective support experience.
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Product design
The final interface design for student support at the University of Sydney represents the culmination of a meticulous design process focused on enhancing the student experience. It embodies a user-centered approach that integrates feedback from students, faculty, and stakeholders to create a solution that meets diverse needs.
The interface is designed to be intuitive and accessible, offering clear navigation pathways and seamless access to essential support services. Emphasizing visual clarity and consistency with the university’s brand guidelines, the design ensures that students can easily locate resources, access academic guidance, and engage with support staff. By prioritizing usability and functionality, the final interface design aims to empower students, foster academic success, and cultivate a supportive campus environment at the University of Sydney.
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