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  • Shuya Zhan

Google Design Exercise: Campus Facilities Upkeep

Updated: Feb 14


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Research


I started out with a site visit to campus buildings and try to find out the current system for reporting facilities that need maintenance. To further understand the pain point of using the current system, I reach out to a student who has reported troubleshooting before and had an interview. Due to the time constraint, I was only able to conduct one interview. And then I ran competitive research on how other institutions approach this issue.

“Quotes are a great way to add authority to your posts.”
“Quotes are a great way to add authority to your posts.”

Problem with Current System

​I visited the three buildings on campus, and I looked at the facilities that are the most common in the building which are printers and vending machines. In the area where the printer stands, there was no sign or instruction on how to report issues. I searched on the campus printing website and found under the troubleshooting session that any troubleshooting will need to be filed by email. For the vending machine, on each vending machine, there is a QR code that takes the user to the survey form for service or refund requests. The form mainly asks the user to fill out the identification number on the vending machines and problems. For other facilities, I did a brief research on the school website. Building Maintenance requests can only be submitted by calling the area maintenance team.

“I've filled out the survey to request a refund for money eaten by the vending machine, but I never get any response, neither can I check the status somewhere.”

Main Problems:

  1. Different facilities have different channels to report the problems.

  2. There is no clear instruction near most of the facilities to show how to report problems.

  3. Not able to track the progress and status after submitting request.




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