This paper explores the technological systems used by Arizona State University’s Housing department during the course of 2020-2021 and 2021-2022 school years at the height of the COVID-19 pandemic which struck the state of Arizona. The COVID-19 epidemic is the largest pandemic in recent memory. It has affected all walks of life, from social economic damages, widespread panic and the rise of civil unrest. One of the most profound effects from this generation of students is the impact it has had in all levels of education from kindergarten to graduate school. The American education system has been heavily affected since the pandemic first started. Due to the lockdowns, traditional education practices such as in-person classrooms, class labs, and even the psychological impact of physical distancing has affected students’ educational experiences. This disruption has also greatly affected our college system. In response to problems such as the lockdowns, slow rate of infections per student, many colleges have made extensive use of technological aids, substitutes, and systems to combat the damage done to the education system. This resulted in switching of in-person course work to online based assignments and tests. The colleges response to the pandemic has not only been online, but in-person as well. ASU has adopted a variety of systems to track its students’ and employees’ health statuses. This is done via the use of the Daily Heath Check System (an application used by ASU to track the health of both students and faculty), and the use of randomized testing. This enabled the tracking and monitoring of the rate of infections within the ASU community. ASU has also installed hand sanitizer machines in every building as well as providing a supply of health and safety equipment to necessary staff. These systems, products, and preventative practices have been put into place for the protection of not only the students but employees of ASU. However, one key consideration about the adoption of these measures, is whether or not they are truly effective. One of the areas explored are the problems with the adoption of these systems and how they were implemented. Meaning that these systems adopted resulted in either less then successful outcomes or causing student displeasure towards the systems that were implemented.

This project uncovers and analyzes the important tasks of employees at an FBO, which is a smaller section of the airport that provides services like fueling, maintenance, and amenities. For the purposes of this project, interviews were conducted with the line service technicians and the customer service representatives. Through the interviewing process, “hidden” workarounds of the customer service representatives were discovered. Interviews are often a helpful method to uncover these “hidden” processes, that may otherwise lead them to believe that operations at the company are being conducted “by the book.” However, the workarounds that employees create for themselves are often very helpful additions more efficiently completing their tasks. The findings were presented in a Cognitive Task Analysis (CTA) diagram. Additionally, the findings from the interviews could have positive implications for future training and development of the employees.