- Observations & Interviews. Give a narrative of the three people that you observed and interviewed. Don't use their names. Don't identify the users by name, but do describe who they were. Each narrative should include a particularly interesting moment -- a breakdown or workaround that exhibits a feature of the problem you're aiming to solve.
- User Classes. Describe the user classes that you have identified, and their major characteristics.
- Needs & Goals. Describe the goals that you have identified, with reference to the observations you made.
Observations/Interviews:
- Student desk worker:
- non-MIT affiliated desk worker:
- observations
- she writes lots of sticky notes to tell the next desk worker about something she did that the current system isn't capable of handling
- things she wishes she could do
- leave virtual sticky notes
- things she dislikes
- no timestamp for when residents pick up packages
- things she likes
- looking up the date/time a package is registered and by whom
- the database of keys includes their ID numbers. She can use this to make sure that students return the key they were loaned
- blah
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- observations
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- she wishes the current system allowed users to see what is checked out without visiting desk--she suggested connecting the desk worker database to the Maseeh Hall website so residents can check the Maseeh Hall website to see the status of an item
- she wishes the system included a calendar of room reservations. She's not allowed to reserve rooms for residents, but she is allowed to loan special room keys to residents if the room in question is not currently reserved. The calendar of room reservations is currently on the Maseeh Hall website
- she wishes the package scanner was wireless so she wouldn't have to move all of the packages herself after she scans them
- she wishes the system had guest lists for residents
- the "package location" field doesn't auto-populate after the package recipient field is filled. The package location is based on the floor the resident lives on and after the recipient name is filled out, it should use their info to auto-fill the package location field. (ex: I live on floor 3 so my (normal-sized) packages go in bin 3)
- she wishes there was a calendar of which desk worker worked when
- she wishes the items that residents can check out were sorted better. Currently the spare room keys and other, miscellaneous items are in one list and it's not easy to see which have been checked out without scanning through the list. There's no list of items that have been checked out and it's not obvious from a glance that an item has been checked out even when you look up that particular item.
- she has particular trouble with the media room key. she can't find it in the database and thinks that it should not be mixed with other items because it is frequently checked out.
- current pool sticks and ping pong paddles/balls are listed as one item. She wishes they were all listed separately because students frequently check out one pool stick--not all of them.
- she likes being able to look up a resident and see their history--packages they've received (when they picked them up) and other things they've checked out
- she likes that the current system displays the name of the person who last checked out an item
- night watch security guard
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User Classes:
- independently hired desk workers
- not affiliated with MIT
- student desk workers
- MIT students that are typically looking for a chill job to earn some money while working on homework
- security guards
- they work as desk workers from midnight until 8 am
- they don't handle packages or updating guest lists
- only need to use the system to check guest lists and check out items
User Needs/Goals:
- register packages easily
- easily mark packages as picked up
- check out games, movies, and spare room keys (or elevator keys)
- update guest lists
- checkin and verify guests