Wifi-HotSpot Grant Project


A grant approved project to purchase Wi-Fi Hotspot devices to provide to customers who are need of at home internet service for school and work. For this project I worked on the experience map to help plan out the workflow between customers and staff. I used a cross-functional flowchart to identify the process from the customer end to the backend. I conducted workshops and interviews with department staff to understand the unique process the device will have to travel from behind the scenes to the customer’s home. After launch I distributed a survey to customers who had the devices checked out for 2 weeks to gather feedback on the service.

Tools Used

  • Visio (Experience Map)

My Research, Planning, and Design Process Timeline

June 2022:

  • Sketched out the workflow first on paper then a whiteboard for workshops and interview sessions.
  • Met with circulation department, acquisitions department, branch staff, and administration to collect feedback on the workflow.
  • Finalized the mapping by building the workflow into a Visio cross-functional flowchart.
  • Presented workflow at monthly group meeting.

January 2023:

  • Product workflow launched. Customers began checking out the devices.

February 2023:

  • Sent a survey to customers who had been using the device for at least 2 weeks to gather feedback on services.

Interaction Flows and Mock-ups/Interface Design Examples

Interaction Flow (paper/sketch):

Interaction Flow (whiteboard):

Cross-Functional Experience Map (Visio):

Full PDF Version