Community of Community and Belong
Timeframe: 4 weeks
My Role: Researcher
Team: Developer
Methods: Generative Research, Workshop, Storyboards, Journey Mapping, Personas
Tools: Maze, Qualitrics, Figma
Project Overview
Client Kickoff
Navigating college as a Black student at a predominantly white institution can be challenging. At Franklin and Marshall College, Black students often feel alienated, face racism, and lack tailored resources. The Office of Community and Belonging aims to address these issues, established in 2019 after protests over racism, to support the needs of Black students.
Examine Black Student Experiences
Investigate the unique challenges and opportunities faced by Black students at the institution
Explore the academic, social, and cultural pain points of the parties involved and search for underlying patterns
Ideate how the DEI can improve the experience to set black students up for success at F&M and beyond
Objectives
Notes
l undertook this project in my role as the User Research Intern in the Diversity and Inclusion Office.
It's important to note that the Black Student Community is diverse, and their experiences may differ due to various factors. Therefore, the notion of "a better experience" may vary from student to student.
Methodology
Generative Research
Data Synthesis
Journey Map & Personas
Ideation Workshop
Storyboard Experience
Generative Research
How can the college experience of Black students at Franklin and Marshall College be enhanced to foster a more inclusive, supportive, and equitable environment, taking into account their academic, social, and cultural experiences?
The Process
I conducted two rounds of research across three user groups, resulting in 45 moderated interviews and survey results from 14 users.
Black Freshman (Students who have been at F&M for less than a year)
Black Sophomore, Juniors and Seniors
Black Alumni
The second round of research involved conducting a survey on Maze.com, using questions generated from the interviews, to gather user perception scores.
Findings
Round 1 (Interviews)
Question:
What has characterized your social experience at Franklin and Marshall that is unique to you as a black student?
Black students at Franklin and Marshall College feel excluded from certain activities like Greek Life due to racism on campus.
The spaces meant for black people are not resourced enough to cater to different needs.
Question:
What has characterized your academic experience as a black student on campus?
There is a lack of racial diversity in the faculty, with over 70% being white. This can make it challenging for black students to feel fully integrated into the academic climate.
Academic resources like tutoring centers and the Office of Student and Post-Graduate Development also reflect the same issue noted above.
Offices responsible for supporting black students lack diversity, forcing current black students to mentor new ones.
To support black students and prevent costly mistakes, tailored preparation sessions are crucial. This is especially important for first-generation college students who may need additional mentorship.
Round 2 (survey)
Inclusivity Rating on Campus
Survey results showed a low reported perception of inclusivity among participants.
64% of the pool reported no inclusivity at all.
Resource Adequacy
A common theme in the survey was the perception of inadequate resources for Black students.
An overwhelming 57% of the poll rated the adequacy of resources for black students as a 2.
Race-informed social interactions
Many respondents felt that their social engagements were influenced by race to some extent.
43% of the pool rated racially influenced social engagement
Personas
Personas were developed after the data synthesis of 30 user interviews and 14 survey results.
These personas do not represent the whole black student population’s experience; they reflect the insights of those who participated in the interviews and surveys.
Journey Mapping
The Process
I made 3 journey maps in total to document various stages of the experience
This map illustrates the different stages of a career at Franklin & Marshall College. There are three stages:
The first stage is when new students arrive and face the initial challenges of being at a predominantly white institution (PWI).
The second stage represents students who have gained experience and have learned to navigate the system despite its challenges.
The third stage is when alumni, based on their college experience, are committed to helping those currently enrolled at F&M.
How might we…
The "How Might We..." process is a valuable approach that is based on the feedback and responses gathered during the research process.
This process is designed to provide a solid foundation for developing solutions that address the pain points uncovered during the research phase.
By using the insights gained from the research, the "How Might We..." process can help ensure that the solutions developed are effective and address the specific needs of the users.
How might we guide and safeguard freshmen from adjustment problems and costly mistakes?
User personas involved: Freshman David
Insight: Providing customized support that addresses the unique challenges and aspirations of Black students is crucial for effective guidance.
How might we provide tailored guidance and support for first-generation Black students before arriving on campus and during their major selection and internship preparation, acknowledging their unique challenges and aspirations?
How might we provide proactive support systems?
User personas involved: Junior Vee
Insight: Proactive mentorship programs play a vital role in helping new and current black students navigate academic and social challenges effectively.
How might we institutionalize and support proactive dialogue and mentorship programs, ensuring incoming Black students receive guidance and intentional preparation sessions to navigate academic and social challenges effectively?
How might we empower faculty diversity?
User personas involved: Senior Jada
Insight: Increasing the representation of Black faculty and diversifying academic resources is key to fostering a more inclusive and supportive environment for Black students e,g. those in STEM.
How might we enhance the academic experience for Black STEM majors by advocating for and increasing the representation of Black faculty and diversifying academic resources in computer science and related fields?
How might we support alumni in building spaces for black students?
User personas involved: Alumni Jordan
Insight: Alumni can serve as a powerful force in creating structured mentorship programs and providing financial support for initiatives that promote inclusivity, awareness, and club activities.
How might we:
establish a structured mentorship program connecting alumni with current students to share experiences and provide guidance?
leverage alumni resources to fund and support initiatives that promote inclusivity, such as club activities, events, and awareness programs?
UX Design Workshop
The Objective
Ensure everyone on the team has a shared understanding of the experience we want to create
Brainstorm possible solutions based on how might we’s developed
The Workshop
I facilitated two 90-minute design workshops for one UX team: The Administrative Office of Diversity, Equity, and Inclusion
The team discussed the research, gave feedback, and visually ideated and shared their ideas
The Result
There was a clear sense of direction for solution-building after the workshop
Design principles and templates were decided based on solutions ideated
Storyboarding
The storyboard was crafted from insights gathered in a UX design workshop and user testing. Utilizing Canva Pro and Figma, we aimed to reflect real-life experiences accurately.
We proposed a mentorship matching program to address challenges faced by Black first-year students. This initiative would connect incoming students with mentors before the semester begins, helping them navigate resources and support during their transition to college.
The final deliverables included 2 research readouts, journey maps, personas, "how might we" statements, storyboards, and the stakeholder presentation.
Takeaways
For Office Of Community & Belonging @ F&M
Identifying problems can be difficult, especially when they expose weaknesses in seemingly well-functioning systems. The Office of Community and Belonging promotes a culture of inquiry and active listening, empowering voices in decision-making. The office can spearhead initiatives to enhance representation, awareness, and advocacy for Black students. Data-driven insights, personas, and journey maps are essential for strategic planning and program implementation.
For me
The opportunity to work on this project was impactful, shaped by the user group's experiences. I stepped into their perspective by empathizing and reframing my thoughts and values. This practice during interactions will benefit me in the future.
Tips for my future projects:
Continue practicing intentional empathy as a valuable skill that fosters a deeper understanding of diverse perspectives.
Break down projects into manageable sections, ensuring each part is thoroughly researched and developed before moving on.
Original sketches add a personal touch and authenticity to the personas' experiences. They can also be more tailored to specific scenarios, enhancing the overall storytelling aspect.
Continue working on ideation and pushing for more unique ways to address users’ pain points.
Continue improving presentation skills.