The project's methodology was underpinned by co-design principles involving 18 students. Initial meetings were conducted to discern user needs and requirements. Subsequently, co-design booklets were distributed to capture valuable insights into the chatbot's intended characteristics, persona, content, and accessibility considerations. Discussions took place with senior leaders at SHU to gauge their support and vision for the potential development and implementation of the chatbot.
Key Findings:
Overwhelming Need for Support: The study revealed a resounding consensus among students regarding the need for a wellbeing-focused chatbot. Students identified key areas where such support was required, particularly in addressing anxiety related to academic and university life.
Desired Characteristics: Students envisioned the chatbot as cooperative, helpful, intelligent, and kind, emphasising the importance of a gender-neutral persona to ensure inclusivity.
Integration with SHU Services: Accessibility was paramount. Students expressed a preference for the chatbot to seamlessly integrate into SHU's internal services, ensuring easy access for students seeking support.
Content and Functionality: The chatbot was envisioned as a conversational companion with links to SHU website information and guidance documents. It was designed to identify the root causes of anxiety using natural language processing and provide tailored support.
Prototype Development: Following discussions with staff, a basic prototype of the chatbot was created. It showcased how students could access support on a range of issues, including student finance and accommodation – known triggers of anxiety. The prototype leveraged natural language understanding to identify anxiety triggers and offered immediate assistance. It also had the capability to flag urgent requirements and direct students to emergency support services when necessary.
Outcomes: The project culminated in a clear mandate for Sheffield Hallam University to seek funding for further development and implementation of the chatbot with support shown across relevant senior leaders. The study provided Mindbehind with a promising use case that could be refined and expanded upon. The vision is to offer holistic support to students, addressing not only academic but also emotional and mental wellbeing, thereby enhancing the student experience.
