NYU Langone Health

How might we provide Learning Management System users with more timely technical support while promoting easier self-service on the platform?

Team

1 Instructional Designer | 2 Developers

Timeline & Status

September 2021 ~ December 2021, Shipped

My Role

I conducted user research to pinpoint issues in Brightspace's troubleshooting system. I then conceptualized and developed a chatbot troubleshooting system, overseeing the entire process from conception to the UI, with a focus on improving support for faculty and administrators.

Outcome

The new chatbot troubleshooting solution increased user self-sufficiency, with 90% successfully rediscovering Brightspace resources. This efficiency is expected to reduce support ticket submissions by 60%, emphasizing the positive impact on user satisfaction and issue resolution.





Overview

Overview

Overview

Overview

NYU Langone Health is an academic medical center and the primary teaching hospital of New York University. In Spring 2021, NYU Langone Health implemented BrightSpace as its new Learning Management System to manage online learning activities.

In 2021 fall, I worked at NYU Langone Health under the Program of Digital Learning as a UX Design Intern. For 5 weeks, I designed a chatbot feature to help faculty and administrators improve their work flow efficiency and troubleshooting experience.

NYU Langone Health is an academic medical center and the primary teaching hospital of New York University. In Spring 2021, NYU Langone Health implemented BrightSpace as its new Learning Management System to manage online learning activities.

In 2021 fall, I worked at NYU Langone Health under the Program of Digital Learning as a UX Design Intern. For 5 weeks, I designed a chatbot feature to help faculty and administrators improve their work flow efficiency and troubleshooting experience.

NYU Langone Health is an academic medical center and the primary teaching hospital of New York University. In Spring 2021, NYU Langone Health implemented BrightSpace as its new Learning Management System to manage online learning activities.

In 2021 fall, I worked at NYU Langone Health under the Program of Digital Learning as a UX Design Intern. For 5 weeks, I designed a chatbot feature to help faculty and administrators improve their work flow efficiency and troubleshooting experience.

NYU Langone Health is an academic medical center and the primary teaching hospital of New York University. In Spring 2021, NYU Langone Health implemented BrightSpace as its new Learning Management System to manage online learning activities.

In 2021 fall, I worked at NYU Langone Health under the Program of Digital Learning as a UX Design Intern. For 5 weeks, I designed a chatbot feature to help faculty and administrators improve their work flow efficiency and troubleshooting experience.

The Problem

The Problem

The Problem

The Problem

The Education IT team at NYU Langone Health, responsible for technical support, receives numerous support tickets daily from faculty and administrators experiencing difficulties with Brightspace, and the current troubleshooting process takes too long to resolve issues, which delays users’ workflows.

The Education IT team at NYU Langone Health, responsible for technical support, receives numerous support tickets daily from faculty and administrators experiencing difficulties with Brightspace, and the current troubleshooting process takes too long to resolve issues, which delays users’ workflows.

The Education IT team at NYU Langone Health, responsible for technical support, receives numerous support tickets daily from faculty and administrators experiencing difficulties with Brightspace, and the current troubleshooting process takes too long to resolve issues, which delays users’ workflows.

The Education IT team at NYU Langone Health, responsible for technical support, receives numerous support tickets daily from faculty and administrators experiencing difficulties with Brightspace, and the current troubleshooting process takes too long to resolve issues, which delays users’ workflows.

Opportunities

Opportunities

Opportunities

Opportunities

Building a new troubleshooting system to assist faculty and administrators more effectively.

Building a new troubleshooting system to assist faculty and administrators more effectively.

Building a new troubleshooting system to assist faculty and administrators more effectively.

Building a new troubleshooting system to assist faculty and administrators more effectively.

Understanding Users

Understanding Users

Understanding Users

Understanding Users

Reviewing Support Tickets Records

To gain a better understanding of the problem space, I reviewed the BrightSpace support ticket tracking for the past three months.

Heuristic Walkthrough

Together with my team, I evaluated the usability of these areas on Brightspace based on the top 3 common problems from the support tickets.

User Interviews

To learn more about primary users' experience and needs, I conducted user interviews and distributed a survey to faculty and administrators who were unable to participate in the interview.

Stakeholder Interviews

I interviewed the Assistant Director to learn about the technical constraints and the business objectives of this project.

User Problem

User Problem

User Problem

User Problem

Upon researching the issue, I realized it was more complicated than it appears:

Upon researching the issue, I realized it was more complicated than it appears:

Upon researching the issue, I realized it was more complicated than it appears:

Upon researching the issue, I realized it was more complicated than it appears:

1. They have limited staff

2. The troubleshooting system lacks functions for prioritizing tickets

For the Faculty and Administrators, they can not wait to contact IT support when they encounter issues:

1. They have a very busy schedule in medical school

2. Solving problems on their own is difficult

For the Education IT team, they are unable to provide immediate support to resolve support tickets:

1. They have limited staff

2. The troubleshooting system lacks functions for prioritizing tickets

For the Faculty and Administrators, they can not wait to contact IT support when they encounter issues:

1. They have a very busy schedule in medical school

2. Solving problems on their own is difficult

For the Education IT team, they are unable to provide immediate support to resolve support tickets:

1. They have limited staff

2. The troubleshooting system lacks functions for prioritizing tickets

For the Faculty and Administrators, they can not wait to contact IT support when they encounter issues:

1. They have a very busy schedule in medical school

2. Solving problems on their own is difficult

For the Education IT team, they are unable to provide immediate support to resolve support tickets:

1. They have limited staff

2. The troubleshooting system lacks functions for prioritizing tickets

For the Faculty and Administrators, they can not wait to contact IT support when they encounter issues:

1. They have a very busy schedule in medical school

2. Solving problems on their own is difficult

For the Education IT team, they are unable to provide immediate support to resolve support tickets:

Current Troubleshooting Flow

Current Troubleshooting Flow

Current Troubleshooting Flow

Current Troubleshooting Flow

Taking up to 48 hours to get response

Issues may repeat

Define Success

Define Success

Define Success

Define Success

Being able to assist users on Brightspace faster 

Can not provide immediate support to resolve support tickets.

User Goals

Education IT Team

Pain Point

User Group

Faculty and Administrators

The troubleshooting process is time-consuming.

Resolve problems faster and effortlessly. 

Being able to assist users on Brightspace faster 

Resolve problems faster and effortlessly. 

Can not provide immediate support to resolve support tickets.

The troubleshooting process is time-consuming.

User Goals

Education IT Team

Faculty and Administrators

Pain Point

User Group

How might we provide Brightspace users with more timely technical support while promoting easier self-service on the platform?
How might we provide Brightspace users with more timely technical support while promoting easier self-service on the platform?
How might we provide Brightspace users with more timely technical support while promoting easier self-service on the platform?
How might we provide Brightspace users with more timely technical support while promoting easier self-service on the platform?

Design Principles

Design Principles

Design Principles

Design Principles

Easy to use

Users should expect to solve problems without excessive cognitive effort, and complete tasks in a timely manner.

Product Requirements

Provide sufficient user guides and breakdown tasks into simple steps for users to follow.

Success Metrics

Reduced time on tasks

User control

Users should be able to choose which paths to take and what solutions to use.

Product Requirements

Giving users feedback to help them understand the current status, and providing them with different options for resolving problems.

Success Metrics

Reduced amount of technical support tickets

Easy to use

Users should expect to solve problems without excessive cognitive effort, and complete tasks in a timely manner.

Product Requirements

Provide sufficient user guides and breakdown tasks into simple steps for users to follow.

Success Metrics

Reduced time on tasks

User control

Users should be able to choose which paths to take and what solutions to use.

Product Requirements

Giving users feedback to help them understand the current status, and providing them with different options for resolving problems.

Success Metrics

Reduced amount of technical support tickets

Concept Exploration

Concept Exploration

Concept Exploration

Concept Exploration

Our team previously created a support page to provide instructions and tutorials about Brightspace. However, the tutorials and guides are not fully integrated into the website, users will need to open Google Docs to view them.

Our team previously created a support page to provide instructions and tutorials about Brightspace. However, the tutorials and guides are not fully integrated into the website, users will need to open Google Docs to view them.

Our team previously created a support page to provide instructions and tutorials about Brightspace. However, the tutorials and guides are not fully integrated into the website, users will need to open Google Docs to view them.

Our team previously created a support page to provide instructions and tutorials about Brightspace. However, the tutorials and guides are not fully integrated into the website, users will need to open Google Docs to view them.

In the user interviews, 99% of users never opened those user guides links.

Furthermore, in our research on learning management systems, we discovered a growing trend to use chatbots in recent years. 

Would it be a good idea to integrate the existing support pages into Brightspace with a chatbot? 

Would it be a good idea to integrate the existing support pages into Brightspace with a chatbot? 

Would it be a good idea to integrate the existing support pages into Brightspace with a chatbot? 

Would it be a good idea to integrate the existing support pages into Brightspace with a chatbot? 

Brightspace is created by a company called D2L, and they don’t have plans to self-develop any tools for a chatbot. Additional features, however, are up to each organization to develop on their own.

In negotiation with stakeholders, we agreed to move forward with the chatbot idea, and let NYU Langone Health decide when it is ready for implementation.

Brightspace is created by a company called D2L, and they don’t have plans to self-develop any tools for a chatbot. Additional features, however, are up to each organization to develop on their own.

In negotiation with stakeholders, we agreed to move forward with the chatbot idea, and let NYU Langone Health decide when it is ready for implementation.

Brightspace is created by a company called D2L, and they don’t have plans to self-develop any tools for a chatbot. Additional features, however, are up to each organization to develop on their own.

In negotiation with stakeholders, we agreed to move forward with the chatbot idea, and let NYU Langone Health decide when it is ready for implementation.

Brightspace is created by a company called D2L, and they don’t have plans to self-develop any tools for a chatbot. Additional features, however, are up to each organization to develop on their own.

In negotiation with stakeholders, we agreed to move forward with the chatbot idea, and let NYU Langone Health decide when it is ready for implementation.

Design Highlight

Design Highlight

Design Highlight

Design Highlight

Keeping the design principles in mind, I explored several areas that are essential to our user goals:

Keeping the design principles in mind, I explored several areas that are essential to our user goals:

Keeping the design principles in mind, I explored several areas that are essential to our user goals:

Keeping the design principles in mind, I explored several areas that are essential to our user goals:

Chatbot landing page - How to create a clear navigation system?

Integrating chatbot with user guides - How to improve discoverability and accessibility?

Design system - How to keep visual consistency?

#1. How might we create a clear menu for chatbot landing page?

#1. How might we create a clear menu for chatbot landing page?

#1. How might we create a clear menu for chatbot landing page?

#1. How might we create a clear menu for chatbot landing page?





I explored 4 different versions of chatbot menu, but initial concepts to provide chatbot assistance on the landing page ran into problems:

I explored 4 different versions of chatbot menu, but initial concepts to provide chatbot assistance on the landing page ran into problems:

I explored 4 different versions of chatbot menu, but initial concepts to provide chatbot assistance on the landing page ran into problems:

I explored 4 different versions of chatbot menu, but initial concepts to provide chatbot assistance on the landing page ran into problems:

It takes too many clicks to go back to the main menu.

Team would not want users to choose submitting support tickets as their primary option, instead they want to redirect them to FAQs to find answers themselves.

The chatbot conversation feels too robotic, and users don't know if they are talking to a live agent or a chatbot.

Decision

Decision

Decision

Decision

1. Combining menu with the chat window, so they can always return to the main menu if they need to switch methods.

2. Changing the chatbot status to auto-reply to indicate it's not live agent.

3. In addition, we have added Brightspace FAQs and Video tutorials to the menu in order to make them more discoverable.

1. Combining menu with the chat window, so they can always return to the main menu if they need to switch methods.

2. Changing the chatbot status to auto-reply to indicate it's not live agent.

3. In addition, we have added Brightspace FAQs and Video tutorials to the menu in order to make them more discoverable.

1. Combining menu with the chat window, so they can always return to the main menu if they need to switch methods.

2. Changing the chatbot status to auto-reply to indicate it's not live agent.

3. In addition, we have added Brightspace FAQs and Video tutorials to the menu in order to make them more discoverable.

1. Combining menu with the chat window, so they can always return to the main menu if they need to switch methods.

2. Changing the chatbot status to auto-reply to indicate it's not live agent.

3. In addition, we have added Brightspace FAQs and Video tutorials to the menu in order to make them more discoverable.

#2. How might we improve the discoverability and accessibility of FAQs section?

#2. How might we improve the discoverability and accessibility of FAQs section?

#2. How might we improve the discoverability and accessibility of FAQs section?

#2. How might we improve the discoverability and accessibility of FAQs section?

#2. How might we improve the discoverability and accessibility of FAQs section?





The original user guides were not embedded in Brightspace, so I tried creating an FAQ section with links that redirect users to those Google Doc user guides, however, these solutions are not favored by my users:

The original user guides were not embedded in Brightspace, so I tried creating an FAQ section with links that redirect users to those Google Doc user guides, however, these solutions are not favored by my users:

The original user guides were not embedded in Brightspace, so I tried creating an FAQ section with links that redirect users to those Google Doc user guides, however, these solutions are not favored by my users:

The original user guides were not embedded in Brightspace, so I tried creating an FAQ section with links that redirect users to those Google Doc user guides, however, these solutions are not favored by my users:

It's hard to search and view FAQs on the small chatbot window.

The navigation is confusing.

The original Google Doc has accessibility issues.

Decision

Decision

Decision

Decision

Instead of opening FAQs on the chatbot window, I decided to use a pop-up window that allows users to search and view questions and user guides.

Instead of opening FAQs on the chatbot window, I decided to use a pop-up window that allows users to search and view questions and user guides.

Instead of opening FAQs on the chatbot window, I decided to use a pop-up window that allows users to search and view questions and user guides.

Instead of opening FAQs on the chatbot window, I decided to use a pop-up window that allows users to search and view questions and user guides.









#3. How might we maintain visual consistency across different states?

#3. How might we maintain visual consistency across different states?

#3. How might we maintain visual consistency across different states?

#3. How might we maintain visual consistency across different states?

#3. How might we maintain visual consistency across different states?





While designing the notification system, I realized the icons don't have states.

While designing the notification system, I realized the icons don't have states.

While designing the notification system, I realized the icons don't have states.

While designing the notification system, I realized the icons don't have states.

Although the Brightspace already has its own notification system, and as an add-on feature, the chatbot should have its own notification system.

As a bigger challenge, I designed the basic design system for integrating chatbots into Brightspace in accordance with NYULH brand guidelines.

Although the Brightspace already has its own notification system, and as an add-on feature, the chatbot should have its own notification system.

As a bigger challenge, I designed the basic design system for integrating chatbots into Brightspace in accordance with NYULH brand guidelines.

Although the Brightspace already has its own notification system, and as an add-on feature, the chatbot should have its own notification system.

As a bigger challenge, I designed the basic design system for integrating chatbots into Brightspace in accordance with NYULH brand guidelines.

Although the Brightspace already has its own notification system, and as an add-on feature, the chatbot should have its own notification system.

As a bigger challenge, I designed the basic design system for integrating chatbots into Brightspace in accordance with NYULH brand guidelines.





What have we achieved?

What have we achieved?

What have we achieved?

What have we achieved?

Self-service - Users feel easy to use the chatbot to resolve problems on their own.

More Efficient - 90% users were able to rediscover Brightspace user guides and tutorials, and we can expect support tickets to decrease by 60%.

Consistency - Users feel thet chatbot design is consisitent with other NYU Langone Health websites.

Building Trust - In providing a new troubleshooting system with multiple options, it meets users' needs better and builds trust between users and Education IT.

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Yao Zhou

Last updated: January 4, 2024

Yao Zhou

Last updated: January 4, 2024