Redesigning Tuition Fee Transparency

Background Analysis

Before conducting data collection, we performed a background analysis to identify key challenges in Algonquin College’s tuition fee system. We found:

• Confusion around tuition breakdowns – Students struggled to differentiate between mandatory and optional fees.

• Unclear payment deadlines – Many students found tuition deadlines difficult to locate.

• Usability issues with ACSIS – Navigation challenges made it hard to find essential payment-related information.

• International student barriers – Lack of pre-arrival support and reliance on third-party payment facilitators.

Then, we came up with the research plan.

Designing the Interview Questions

With our research scope defined, we designed a mixed-method study using semi-structured interviews and a survey. To capture in-depth insights, we structured our 45-minute interviews into five key sections:

1. Background & Warm-Up – Understanding student demographics and prior knowledge of tuition systems.

2. Finding Tuition Fee Information – Exploring how students accessed tuition-related details before ACSIS.

3. Tuition Payment Process – Identifying usability challenges in ACSIS and the Tuition and Fee Estimator.

4. Support & Communication – Evaluating available guidance (emails, tutorials, in-person help).

5. Closing Questions – Gathering improvement suggestions from participants.

We ensured our questions would allow open-ended responses, helping us uncover underlying frustrations and behaviors.

Designing the Survey Questions

After finalizing the interview questions, we developed a structured survey to validate key themes identified in the interviews. The survey focused on quantifying usability challenges related to tuition fee information, ACSIS navigation, and support effectiveness:

• Ease of finding tuition information (Tuition and Fee Estimator vs. ACSIS).

• Accuracy of tuition estimates (Did actual costs match estimates?).

• Common navigation issues (What problems did students face in ACSIS?).

• Preferred support channels (Emails, video tutorials, in-person help).

• Suggestions for improvement (What would make the tuition experience better?).

This survey was designed to reach a wider student audience, helping us collect quantitative data to complement our qualitative insights.

Conducting User Interviews

After designing our questions, we conducted 10 semi-structured interviews with newly enrolled Level 1 students

Process:

1. Recruitment – We selected participants who had used ACSIS and the Tuition and Fee Estimator.

2. Interviews (45 minutes each, recorded with consent) – Conducted in-person and online via Microsoft Teams.

3. Data Collection & Thematic Analysis – Transcribed responses and identified recurring pain points.

Conducting the Survey

Following our interviews, we distributed the survey to a broader audience:

• Recruit in person at the college and place flyers in key locations.

• The survey was conducted online and distributed.

  
  

  

Qualitative Data Analysis

For interview data, we conducted thematic analysis to uncover deeper insights into student frustrations, behaviors, and expectations.

• Transcribed interview responses were coded into key themes (e.g., usability struggles, support gaps, financial concerns).

• Affinity mapping was used to group recurring issues and establish patterns in student experiences.

• Comparative analysis was performed between domestic and international students to identify differing pain points.

Quantitative Data Analysis

For survey data, we used statistical analysis to measure trends and validate user challenges at scale.

• Descriptive statistics (percentages, frequency distributions) were used to summarize common issues students faced when using ACSIS and the Tuition and Fee Estimator.

• Comparative analysis was applied to contrast domestic vs. international student experiences, highlighting unique pain points for each group.

• Ranking analysis helped prioritize the most critical issues based on survey responses (e.g., ACSIS usability issues, unclear tuition breakdowns).

Key Findings

1. Unclear Tuition Fee Breakdown

Many students struggled to understand how their tuition fees were structured, leading to financial uncertainty.

• 44% of students found the tuition fee breakdown unclear, particularly regarding optional vs. mandatory fees.

• Some students were unaware that they could opt out of certain fees, such as the U-Pass, which led to unnecessary expenses.

• International students faced additional financial confusion due to currency fluctuations and inconsistencies between estimated and actual fees.

  
  

2. ACSIS Navigation is Confusing and Overwhelming

Students reported significant difficulties in navigating ACSIS, particularly when searching for tuition-related information and documents.

• 56% of students struggled with ACSIS navigation, citing poor information hierarchy and unclear menu labels.

• First-time users felt overwhelmed by the platform, with some students unable to locate payment deadlines or refund information.

• Technical issues (e.g., slow loading, frequent maintenance) further complicated the experience.

  
  

3. Discrepancies Between Estimated and Actual Tuition Fees

The Tuition and Fee Estimator provided fee estimates that did not always match the final tuition costs.

• Over 50% of students reported discrepancies between the estimated and actual tuition fees.

• International students were the most affected, as unexpected additional fees impacted their financial planning.

• Some students found ambiguous symbols or footnotes in the estimator confusing, leading them to misinterpret costs.

4. Communication Issues Lead to Missed Deadlines

Despite receiving tuition-related emails, students still struggled to stay informed about key deadlines.

• Only 35% of students found deposit deadlines clear, leading to confusion about when to pay tuition.

• Students received too many similar emails, making it hard to filter out important tuition-related messages.

• Some international students missed payment deadlines due to time zone differences, as reminders were not effectively delivered.

Persona & Jounery Map

Based on the findings, we created the 2 persona and 1 jounery map.