RMIT X Capgemini

Problem / Challenge

Belonging within the RMIT context is defined as a feeling of connectedness, the experience of mattering or feeling cared about, accepted, respected, valued by, and important to the university. I was brought on to help shape the student experience and increase connectedness to the university using technology.

Artificial Intelligence is critical to the future of higher education and RMIT wanted to remain true to its founding purpose by embracing the digital world in all of its dimensions and possibilities. We explored how an AIDA (artificial intelligence digital assistant) could facilitate a sense of belonging for students within the university.

Process

To help determine the overarching product strategy and vision, we conducted a design sprint, where we challenged potential solutions and validated a series of hypotheses. This led to the creation of prototypes, that we then tested with current students. 

As a member of the cross-functional team, we started each sprint by addressing the overarching sprint objective. Our team framed our deliverables as “How might we statements” before starting our exploratory research phase

Before starting the design phase, I worked with RMIT’s customer service team and data scientists to identify common patterns and behaviours within students schedules. We used these behaviours to inform stages within the current state customer journey. Further customer research was then conducted to further build out the current state journey by uncovering daily motivations, touchpoints, challenges, pain points, and identifying opportunities.

We then translated our research into rapid prototypes, before testing with current students and ultimately building out end-to-end conversational experiences.

Outcomes

Although this project has yet to be pushed into production, it was showcased at the AWS re:Invent summit in Las Vegas in December 2019.