This week, I focused on user research to ensure the virtual tour and chatbot align with the real needs of prospective and current students. Using persona-based methods, I created three fictional but research-informed profiles to explore how different types of users might engage with the tools being developed.
The first step in my user research process was identifying the key user groups for both the virtual tour and the course information chatbot. Initially, I considered them as separate tools with distinct audiences. However, after reviewing the user requirements for each, it became clear that there was significant overlap; many of the primary users of the virtual tour, such as prospective students and international applicants, would also benefit from the chatbot’s functionality. This insight helped streamline the process of developing user personas and scenarios, allowing for a more cohesive design approach that caters to shared needs across both tools.
Users Personas
After that, I created three personas representing a mix of user types that are likely to benefit from the project:
- Derek – An international student interested in studying at CCI but unable to travel to London before applying. He relies heavily on digital content to explore campuses and gather course information.
- Cody – A neurodiverse current student who finds navigating university spaces overwhelming. He would benefit from accessible, predictable tools to reduce stress and improve orientation.
- Dr Hapas – A senior lecturer who regularly engages with students and often finds herself answering repetitive questions. She needs fast, direct answers to questions about course content and application timelines.
Each persona helped me understand different access needs, behaviours, and motivations. For example, Derek values multilingual support and immersive visual content. Cody prefers calm, structured interfaces. Aisha needs clear, practical information with minimal clicks.
Key Takeaways
- The virtual tour needs to provide a smooth, step-by-step experience with visual clarity, particularly on mobile devices.
- The chatbot should deliver short, accurate responses and clearly signal when a question is out of scope or requires escalation.
- Providing hyperlinks, course-specific information, and location context (like where classes are held) will enhance usability for all users.
- Accessibility features, such as screen-reader compatibility and keyboard navigation, should be considered early in development.
These personas will continue to guide design and testing decisions, helping ensure the final product is user-centred rather than assumption-based.