User interviews

[bethfink]

• Semi-structured interviews with representative users
• Discussion with UQU representative

[bethfink]

Interview with Sam N. [Club executive, involved in UQU Clubs and Socs]

Key Points:

• Many clubs already use a system such as QPay or Qnect for ticketing and membership purposes
• Solutions/apps that solve a similar problem to this one have been proposed as policy in UQU before
• UQU has had loyalty cards for Union outlets on campus in the past
• Facebook and Slack may already fulfil the 'chat' needs of a club - may be unecessary/superfluous in this solution
• Facebook is not generally good for clubs to conduct advertising/marketing
• Can be difficult to organise BBQ rosters and volunteers with current systems (this is a gap our solution could fill)
• Smaller clubs run their membership/event administration differently
• If a payment system is implemented in this solution, it would be important for it to be able to handle a large load (eg. when the Law society releases tickets for their ball, usually ~500 are sold within 2 minutes)

Action Items:

• Talk with execs of smaller clubs to determine their needs from a system like ours
• Discuss feasiblity/usefulness of implementing a native payment system
• Find out about loyalty cards
• Conduct further user tests with chat system in place. Elicit feedback from users re: chat system to see whether to continue developing it

[ghost]

Date: 22 September 2017

Summary:

• Marketing and design officer for a UQ club
• Club uses Facebook for 100% of communication, and Instagram for marketing
• Tried to use Slack for exec communication, however this failed due to execs not wanting to download the app/learn how to use it
• People pay for membership using cash or bank transfer. An easier system is needed.

Pain Points:

• Facebook groups use a different app to Messenger. Most execs don’t have this app, therefore messages are often missed or duplicated responses occur as it doesn’t appear to update on real time within a phone browser
• Post reach gets troublesome. About 85% reach is happening at weekly update post, but around 10% reach for some others
• Feels some members are missed due to using cash payments. With cashless society this is a potential problem.

Suggested Website Features:

• Push notifications for session cancellations (events) would be useful.
• Chat should only be available for each club to paying members
• Search function would make available more clubs to people
• Would be good for bringing clubs together - see what other clubs are doing - useful for either seeing whether events clash or when clubs want to collaborate on an event
• Ability to put own branding - own header image
• It would be good to customise which social media links you can have on the site