The Course Enquiries team at Manchester Metropolitan University were looking to diversify their communication methods by adding a live chat option to their website, so they could expand their service to prospective students. As part of my internship, I performed user research to assess the use of live chat software within the Higher Education sector and if live chat software would be preferred over the current communication methods. This was the first UX-based project I led with a client after graduating university.
Requirements for the software was gathered through user personas, user journeys and storyboards. The requirements were then developed into digital mock-ups using Sketch and InVision to visualise how the live chat interface should be designed, to encourage enquirers and create a positive customer experience.
Resources used
Sketch
InVision