The EdPlus Xperience team wanted to look into how the ASU app was used by online students. To approach this challenge I put together and conducted a survey with current ASU Online students regarding their experience in the ASU mobile app in order to understand the value it holds for online students, how often they use it, what they use it for, and what features could be added to enhance their experience.
To approach this challenge I put together and conducted a survey with current ASU Online students regarding their experience in the ASU mobile app in order to understand the value it holds for online students, how often they use it, what they use it for, and what features could be added to enhance their experience.
The survey was 7 questions long with logic that provided tailored questions to the participants based on their familiarity with the ASU mobile app.
I then worked with the marketing team to get the survey distributed on a number of platforms including a Mobile App Banner, an interactive content email, and a social media post. All of these targeted online students specifically and the survey got over 570 respondents (all online students 25% of which were graduate students and 75% were undergraduate)
With the high volume of responses, I worked to turn the qualitative written feedback into quantifiable topics and sentiments with a set of standard tags that I assigned to each response. This served to put the data into a forma that would be more easily summarized and also allowed me to become extremely familiar with user needs, reading each one of their responses.
I was able to link the spreadsheet with this coded data to a Google Data Studio dashboard where the tags could be displayed as charts and lists that could be cross filtered and further explored in a user friendly and intuitive format.
In the dashboard, I also created a summary page that explained this process and show the primary conclusions our team came to after digging into the data. These included the following actionable recommendations:
This research resulted in a number of changes that will benefit the Online student experience with the ASU app, including filters for online specific events, expanded chat functionality and discoverability, and most importantly opened the dialogue between the EdPlus and Mobile App team at ASU (paving the way for many future research efforts and improvements).
