Project Details
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CampusVoice
Project description
Complaints that reach the person who can fix them
The Challenge
A campus complaint involves several parties — the student, the department, the faculty, the estate office — and each keeps their own record of it. The complaint is usually solved by somebody; the student almost never finds out, and the institution cannot see that the same problem has been raised forty times.
Multi-stakeholder means multi-view: the same case has to read correctly to a student who wants a status, a department that wants a queue, and a management view that wants a pattern. Building three products is the trap.
The Solution
One case with a timeline, rendered differently per role: the student sees progress, the department sees a workable queue, the faculty sees aggregate and recurring issues. The routing rule — which office owns this — is modelled explicitly, because misrouting is what kills these systems.
Skills and deliverables
Features delivered
The hard part
Making the pattern visible without making it punitive. The aggregate view is the most valuable part for management and the most threatening, so it is framed as recurring-issue reporting rather than a league table of departments.
The Impact
Built with the routing model, the case timeline and the role-specific views. The deployment is offline, so the record states the repository state and the cover says so.
