Choosing your place: Making a user journey to illuminate the possibilities of smart tools to support new users of the campus in choosing their workplace

Purpose: The purpose of this research is to research the potential of smart tools in the increasingly dynamic used campus workplace from a user perspective, to provide the campus manager with information on both the smart tool product and the smart tool implementation process.Methodology: The currently used smart tools are explored by filling out a standardized form. The in-depth case studies are conducted following the user journey approach. By drawing a timeline of a day and mapping the different events with associated feelings, an in-depth view of the users’ day can be captured.Findings: The findings show 9 different smart tools functions. Within these groups, smart tools differ in terms of level of accuracy and combination of provided functions. The user journeys present the diversity in smart tool requests that users can have, which is strongly related to the provided workplace. Based on the findings, implications for the campus manager are summarized in an ambition framework, which presents four strategies to approach a smart tool project. Practical implications: The findings from this research are based on the campus manager perspective and therefore provide implications for the campus manager.Originality: The paper provides insights in several smart tool projects. As still many smart tool projects are not considered to be successful after implementation, information is needed to guide campus manager throughout this process