Partner: IT department of the University of Tartu

Course: Digital Product Management Industry Project
Team UT IT: Aytaj Nurullazade (Master's in Computer Science), Kadi Riin Tanila (Conversion Master in IT), Mariliis Mieler-Tallo (Conversion Master in IT), Shivam Maheshwari (Master's in Computer Science)
Semester: Autumn 2024

The Challenge
The University of Tartu IT department plays a crucial role in supporting the university’s digital infrastructure, managing over 17,000 users, 300+ servers, and 100+ information systems. Despite its extensive capabilities, the current payment system for students presents significant challenges. It lacks transparency, making it difficult for students to track their financial obligations and academic progress effectively. Payment-related information is often buried in emails or scattered across systems, leading to confusion, missed deadlines, and financial stress. Additionally, the system relies heavily on manual processes, placing a substantial workload on academic affairs specialists.

The challenge is to design a smart, user-friendly payment system that not only simplifies transactions but also educates students about financial responsibility. The solution must enhance transparency, provide centralized access to payment information, and streamline the experience for both students and university staff.

Process and Solution
To address these issues, the UT IT team adopted a user-centric approach, starting with in-depth research and stakeholder engagement. Key user groups included fee-paying students, non-fee-paying students, and academic affairs specialists. Through empathy maps and persona development, the team identified core pain points and opportunities for improvement. For instance, Anna, a first-year fee-paying student navigating the overwhelming flow of university communications, highlighted the need for a clear and intuitive system to manage financial obligations.

The team explored several "How Might We" questions to guide their design. Focusing on the primary question, "How might we encourage students to understand their financial responsibilities?", the team developed a solution to improve transparency and support informed decision-making.

The resulting prototype is a comprehensive, user-friendly payment system integrated into the university’s existing study information system. Key features include:

• Centralized Dashboard: Displays payment schedules, historical transactions, and upcoming deadlines in one place.

• Automated Notifications: Sends timely alerts and reminders about payment obligations.

• Awareness Alerts: Provides contextual information to educate students about financial responsibilities and the implications of missed payments.

• Multiple Payment Options: Supports various payment methods, including credit/debit cards, Apple Pay, Google Pay, and PayPal.

• Accessible Design: Ensures seamless integration with the university’s digital platforms for ease of use.

User testing validated the effectiveness of the design. Students appreciated the clear layout, intuitive navigation, and centralized access to financial information.