The Challenge

To challenge was to map out the current student services experience, and based on insight, suggest opportunities and initial concepts that would influence the development of a future-state student experience

This client was looking to understand the current challenges that existed within their current student services experience. This included all touchpoints that existed from applying to university to the moment they were attending their first day of class. This client also proudly had a student body made up of 25% international students, so it was important to ensure this was not an oversight.

The Approach

The research included staff and students but centred around understanding the journeys students took from application to attendance and the touchpoints they encountered

In total we interviewed 16 people within the university ecosystem: 6 in-depth ethnographic interviews with staff, working within student services and financial aid; and 10 students, who were both international and domestic and in various years. Besides semi-structured questions, during the interviews, we used design activities to help them visualize the journeys they took. We also gained valuable insight by shadowing students engaging with student service touchpoints, and feedback from intercepting students on university ground with initial stimuli and low-fidelity prototypes.

The Result

This result was a set of actionable insights and ideas that would be used to improve their student services experience, as well as a guide for the architects designing a new student services building

The outcome included a current state and future state journey with a list of key insights and opportunities, alongside a set of speculative concepts that would inspire change across the experience. Additionally, a set of design principles would guide the making of a new one-stop student services building.