CUSTOMER VISIT - Troy Elementary, WacoTX
Understanding user needs throughout the design process is central to delivering engaging and desirable experiences. The images below are a few of the insights that significantly impacted my most successful design projects.
How Many Teachers Does Take to Make A Video Call?
We visited a middle school in rural east Texas where it took three people to run one video session. The teacher was intimidated by the remote control and the on screen UI that she refused to used it during the entire 3-hour visit.
Analog Content on a Digital Smart Board
At one of our visits we were surprised to find a $4000.00 smart board that the middle school class had covered with paper. The teacher explained to us that she couldn't figure out how to use it in a video call to help show students presentations electronically. So instead, she had the kids paste their presentations to the board and someone would point the camera at it.
Sending Up a Flare for Help...!
During one of our visits to a middle school, a teacher on the video call had muted her microphone but forgot how to un-mute herself. No one on the call could hear her ask for help. Eventually, she wrote a note on a piece of paper and put it over to the camera hoping the support person would call her.
How to place a video call. Step 1, read the big poster.
At one of our largest customer sites, we discovered enormous posters like this one in every video conference room. We were astonished to learn that the IT administrators had placed them there because they were constantly receiving supports calls from their customers asking how to interact with the system. This evidence showed that the current solution was difficult to use and learn since people had to be reminded by a large poster at the front of the room.