HRM Design Thinking Project
Introduction
The primary goal of the project, in the context of online learning, is to critically outline and illustrate how design thinking as a technique may be utilised to solve challenges in a creative way. By performing a peer survey, the main problems identified were networking, peer support, equipment and commitments. To understand the problems identified from peer feedback, responses were filtered within the empathy map under “say, think, do, feel” to create solutions. The process identified a major networking issue regarding seamless communication, which is what we have chosen to work on. The solution to this was to create a designated platform for all Western Sydney University students called “Western Chat”. This platform is designed to improve networking between students and tutors on a timely basis.
Background Of The Problem
Due to current external circumstances faced by students, online learning has become the norm. However, there are areas that need improvement which are being felt by students currently taking part in education. Although online learning has created autonomy for students, it has also created a rift in the socialisation experience students enjoy in on-campus learning. Online learning poses issues for students as it has altered the traditional means of classroom learning where teachers present in front of a class (Hodges et al. 2020). In this light, students have expressed dissatisfaction with the current online learning experience, which is closely related to the mode of delivery of the learning content and the lack of interactivity. This is supported as Adnan and Anwar (2020) state that the online mode of learning has impacted the socialisation aspect amongst students, staff members and teachers. As such, the need to improve student interaction is paramount, as this sense of separation negatively influences the student experience, and subsequently their involvement in the learning process. Therefore, the need for an interactive tool that enhances the online learning experience for students is a result of information gathered through the empathize stage of the design thinking process.
Project Aim
The primary focus of the project is to apply the concepts of design thinking in order to develop an innovative product that aims to alleviate and reduce the stresses of online learning, while simultaneously enhancing students’ learning experiences. WesternChat aims to connect students on an interactive platform with a seamless interface that allows students to post to forums, form groups and chat rooms, as well as share learning material to increase online productivity and satisfaction. This will create a more on-campus style of learning and remove some of the socialisation boundaries imposed by online learning. Additionally, the aim is to streamline the already existing functions WesternSydney provides, through the development of a real time interactive platform that gives students the opportunity to interact with peers, lecturers/tutors and past students in order to enhance their online learning experience.
Use And Application Of Design Thinking
According to Severino et al. (2021), the design thinking possesses a human centred core. Its purpose is to equip organizations so as to ensure that they are able to engage in creating better products, services as well as internal processes. Beginning with the “empathize” element of the design thinking process, it is possible to begin synthesizing ideas to solve a target problem. In the context of WesternHub, this process began with a survey conducted on a number of students. Whereby, the feedback provided key insights into the issues faced by students who are partaking in online learning. Verawardina et al. (2020) outlines that the human point of view has to be considered when developing a solution. This is an integral factor of determining how the issues of online learning affects students, thereby stimulating the development of an innovative solution and beginning the “define” stage of the design thinking process. This can be seen in Verawardina et al. (2020), where it states that the design thinking process is about understanding the issue from the perspective of the target demographic and accumulating information to resolve the problems by applying a new direction to the issue.
The utilisation of each step of the design thinking process stimulates the development and
growth of innovative ideas. Black et al. (2019) states that the use of design thinking is rather effective in nature and assists heavily with the development of an innovation. In this light, the “ideate” stage of the design thinking process ensures that the information gathered by the target audience is utilised to develop and synthesize new and original ideas. The process of
understanding the common problems of the target audience assists in creating more functional ideas. In the context of WesternChat, brainstorming and creating ideas was imperative in order to develop a product that better suit the needs of the students who are experiencing the negative aspects of online learning, such as the lack of social interaction. Following this, materialising these ideas into a tangible prototype that effectively demonstrates function is the fourth aspect of the design thinking process. It allows for the
visualisation of all previously accumulated ideas which subsequently provides insight into the product’s overall effectiveness and potential capabilities. Moreover, the fifth and final stage of the design thinking process, “test”, allows for a deeper understanding of the impediments the prototype may hold, which in turn provides the opportunity to modify and improve these negative aspects.
Outputs of the different phases of the Design Thinking process
Problem Definition
Problem Definition is the first phase of the design thinking process. It is necessary to complete extensive research from a variety of different perspectives (Henriksen, Richardson and Mehta 2017). This helps us to filter information using techniques like empathy maps and brainstorming to focus on the key issues that the majority is facing. As a result of the research data, networking between tutors and peers was identified as the main issue.
Ideation
The next step of the design thinking process is Ideation. We can pinpoint the particular problem that needs to be resolved by using this procedure. This is accomplished through the usage of a mind map, which is a brainstorming approach. In terms of networking, the main problem found relates to students lacking in the physical and social environment. This could be due to an individual’s motivation, commitments, accessibility, equipment and sociability.
We established a social network called “Western Chat” for all Western Sydney University students to have a live forum to remark on exams and class work. This will assist peers to comprehend within minutes of posting a thread, rather than contacting the tutor and waiting for a potentially delayed answer.
Prototyping
Prototyping can be identified as an early model, where a concept is taken from Ideation and transferred into a product (Mosely, Wright and Wrigley 2018).
The forum “WesternChat” was created electronically through “Justinmind”. The forum would be linked to the Western Sydney University website in a selection of categories such as “vuws” and “student support”. This forum had sections dedicated to various subjects, discussion groups, and student identification. WesternChat was created as a secure social platform so that students’ personal information, such as phone numbers and social status etc, could not be disclosed.
Testing
The testing formulates another phase of the design thinking whereby the prototyped idea is critically tested. We used the usability testing method to gain relevant feedback to assist in modifying the prototype to a more suitable user friendly product. The prototype was modified through changing the background of the hyperlink to be obvious, having the WesternChat located next to the student support section and clear structured labels. After these changes were updated the prototype was presented as a permanent solution to resolve the different issues faced by Western Sydney University.
Proposed solution and capability to solve the issue
The design thinking process was applied to create a positive networking platform called “WesternChat”. This was the proposed solution to resolve majority of the problems being faced by students in the domain of online learning. On this networking platform, peers are able to discuss issues with the course work, assessments and any other questions they have in regards to their enrolled courses on a timely basis compared to emailing the tutor. Tutors also have access to this platform to give that added support. Western Chat also provides a messaging service which allows students to have group conversations between allocated peers as well as personal conversations. Western Sydney University – Student Central would be available for navigation throughout the networking platform if needed. However, the supporting discussions on the platform would be from past students that have completed the course within a year. Through the peer interview process at the beginning, feedback was streamlined into an empathy map. This was to gain individual perspectives about the advantages and disadvantages from online learning. The results indicated the lack of networking such as support to students was not being met. Student to student communication declined in the online learning environment compared to the physical environment. The online learning environment gives the student the ability to be anonymous through not answering questions and not turning on the camera however WesternChat will have the students ID photo as their profile image therefore this resolves part of this issue. As a result, WesternChat facilitates greater engagements amongst peers. The current university information platform “Ask Western” provides outdated information that does not allow students to comment to confirm the accuracy. The “Ask Western” platform only allows one answer per question compared to WesternChat which offers an updated continuous thread. The most relevant answer can be pinned in the thread, leaving this comment posted to the top. Another innovative way WesternChat exceeds expectations is to have timely responses from past students and tutors instead of emailing the tutor and waiting for a long period to gain a simple response. This networking platform reduces the emailing process between tutors and students. Students may ask the same questions through individual emails however if there was a thread on WesternChat this would eliminate the double handling.
Iterative nature of the Design thinking process
The process of design thinking should be seen as different components that create the overall project, rather than just a series of sequential steps. The aim of iterative design thinking is to get the most information from each step. Design thinking needs to be iterative in nature, this creates the process of constant testing and improvement. The need to repeat the design thinking process is vital when trying to refine the innovation. According to Beckman (2020), the design thinking process is largely iterative in nature, as the need to return to previous stages of the process allows for new iterations and alterations. This provides insight into alternative solutions that may challenge your original idea and create new outlooks to the existing problem, which in turn, helps to develop a more functional solution. The testing of the prototype is where much of the iterative process of the design thinking begins. As testing the proposed solution is what provides the feedback necessary to create awareness in any issues that may be in the current prototype. By doing so, the process is then able to be tweaked from a different stage of the design thinking process.
Aspects of design thinking as a tool for innovative problem-solving pertaining to the project
Design thinking allows for problems to be solved innovatively, as the non-linear approach is human-centred. This allows for change to be made with the needs of students being the driving factor in the innovative nature of “Western Chat”. The solution of “Western Chat” is a combination of the following aspects of design thinking.
Human centred
According to Thakur et al. (2020), the design thinking as a process is rather human centred in nature. With respect to this, the need to create a solution aimed towards human needs is critical, as the surveys provided the desire and needs students have during online learning. Creating something that is aimed at the target audience allowed the creation of a holistic system for the student experience.
Iterative
The need to constantly adapt your prototype and finished product based on received feedback is in improving the original idea. Prototype testing created the necessary feedback to continue to help change and evolve the idea of “Western Chat” to one that is better suited to the needs of the target audience.
Collaborative and Prototype driven
The design thinking is collaborative and prototype driven which makes it a perfect solution for the student socialisation issue (Elsbach and Stigliani 2018). Here it is critical to understand that as the issue is rather complex and is strongly associated with the psychology and learning abilities of the student. Therefore, having a prototype tested and developed by students, who are currently in this situation, provides ways to enhance the innovation. By collaborating with those the innovation is for, it gives the insight needed to create a human-centred solution.
Conclusion
Based on the information provided throughout this report, the design thinking process has been influential in creating a valid solution to the issues faced by current students. The iterative process behind the creation of the “Western Chat”, has allowed it to be a practical system, even for those students who aren’t partaking in online learning. As this innovation has modernised the already existing tools and made their accessibility more user-friendly.
Questions
- State the business problem which is western chat that your group focused in the design thinking project and present your view of the problem definition (What is) phase.
- Reflect on the application of Design Thinking as a method of developing an innovative solution by identifying the benefits, limitations and challenges in applying the method.
- Consi********** user **********k your group received for the prototype (during class presentations/outside class activities) and identify ways to further improve the solution. Propose improvements to the prototyped solution to address the business problem.
- Analyse the group dynamics in performing the design thinking learning a project by reflecting on your experience in conducting the project.