Service or utility interruptions that happen within buildings could have significant implications for community members. Whenever building facilities and services become non-operational, members need to be informed as soon as possible. The service alert tool was launched in June 2021, enabling users to opt in for email alerts or check the website for latest updates. The team decided to conduct research to determine how well the tool is serving client needs, establish benchmarks and identify issues for further improvement. In addition, an opportunity emerged to integrate accessibility features catered to community members who experience barriers in the built environment and use barrier-free access points such as ramps and elevators.
I created an online survey with the help of our communications officer. The survey was created using Microsoft Forms, and distributed via email to existing subscribers and mailing lists with client contacts. The questions are designed to help us learn about how clients interact with the tool, preferred communication channels, the context in which alerts are read, awareness of new features, and overall satisfaction levels. Below are some key insights from the survey.
Clients are generally satisfied with service alerts. We received an average rating of 4.01 out of 5 stars out of 72 responses.
76.4% and 77.7% of respondents rated good or excellent for the amount and the level of relevance of the information presented. This means we have some space for improvement.
60 out of 72 participants spend only 2 minutes or less reading service alerts. This means the message would be glanced over quickly or filtered out by subject line and headings.
To identify pain points and potential areas of improvement, I also conducted 5 usability testing sessions through video call. I recruited participants by including a call-out at the end of the survey, and reached out to the list of clients via email. Users are asked to subscribe, unsubscribe, and read specific alerts, and to share their screens and think aloud while they engaged with the content. We collected many nuanced insights from observing the users and asking them questions after the sessions. Below are some highlights.
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Based on the key opportunity areas identified, we brainstormed ideas and ranked them based on their level of impact and effort required for implementation.
Student, staff or faculty members who experience barriers in the built environment and use barrier-free access points such as ramps and elevators.
This research is focused on members of the U of T community who regularly use the accessibility features of the built environment to navigate campus and if these became non-operational this would present a significant barrier to access.
I recruited 5 participants by distributing sign-up sheets via community newsletters with the help of the AODA officer. The participants consist of 2 graduate students, 1 undergraduate student, and 2 staff members. The interviews were semi-structured with questions surrounding their experience navigating campus, common barriers encountered, and what information they look for in notifications. Below are some key findings and a user journey map constructed based on insights gathered from the interviews.
The project was presented to stakeholders at a townhall.
