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  • Lead Designer
  • UX Consulting
  • Service Design

Role: UX Designer Senior
Client: Campusea
Agency: FCINQ
Duration: 7 days

Goals and deliverables:

  • Acknowledge users’ needs before redesigning the website
  • Interviewing students, collaborators and staff
  • Writing and conducting interviews
  • Guiding and managing one user researcher junior
  • Empathy maps
  • Provide Recommendations deck with business opportunities

Campuséa provides high-quality residences for students in France.
They asked for a preliminary ux audit and study before working on a new website. I was asked to find out how to simplify user journeys for their clients (students and partners), and also their employees.

First, what do they need?

Before diving into exploring design solutions, we need to understand the user’s needs.
The User Research phase needed to include all people involved in the process, which means :

  • resident managers,
  • salesforce,
  • partners
  • and students. 

From assumptions to verification

Seven (7) interviews were planned.
To prepare the interview conductor, we worked on empathy maps.
The goal was to envision the hurdles each of our archetypes could have every day.
Interviews would help us deny or affirm our hypothesis.

empathy map

It can be challenging to interview frustrated users.
They think of you as “part of a brand” which makes it harder for them.
But letting them speak freely leads to powerful and useful insights.

Highlight service opportunities

After doing all those interviews and making a synthetic recap for personae,
you have a pretty clear vision of the challenges the brand is facing.

I did some recommendations slides based on what I heard during the interviews: 

  • recurrent complaints, 
  • technical issues
  • and most important part, users’ wishes.

The best way to understand your service’s pain points and weaknesses is to ask people about their daily life and their frustrations, without assuming anything.