Understanding Student Experience
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The document discusses the concept of student experience in higher education, emphasizing its importance and the factors that influence it, such as technology and campus interactions. It outlines the challenges institutions face, like issues of inclusion and connectivity, and introduces the student experience canvas as a tool for improvement. Additionally, it provides a framework for understanding the student journey through various touchpoints and phases.
Understanding Student Experience
- 1. AIA NY AUGUST 2019 Understanding Student Experience
- 2. 2brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Who is brightspot? We create smart strategy to transform the higher education experience by connecting people, places, and programs – on campus and online.
- 3. 3brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is an experience? a person’s interaction x time = experience =XX touchpoint
- 4. 4brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is student experience? The composite of a student’s activities and interactions with technology, spaces, information, and other people, over time – and how it affects them physically, emotionally, and socially.
- 5. 5brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is NOT student experience? Student Success is NOT student experience (It’s a focus on the student and their persistence working toward completion of a credential and placement in a career.) Student Engagement is NOT student experience (It’s the degree of student investment in their learning as measured by their participation in educationally purposeful activities.)
- 6. 6brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is changing student experience? Changing demographics, technology, and economics are all forcing institutions adapt the way they engage students from applicant to alum.
- 7. 7brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is broken with student experience? Institutions commonly face crises of inclusion, navigation, connectivity, wellness, completion, and staff silos.
- 8. 8brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. How can we improve this? with the Student Experience Canvas!
- 9. 9brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is the Student Experience Canvas? A tool to understand and improve your student experience by considering students’ touchpoints along their journey from applicant to alum.
- 10. 10brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What is a persona? PERSONA A persona is a research- based, fictitious character created to concretely embody specific characteristics of a target user group segment to inform strategy and design.
- 11. 11brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What are the phases in the student journey? JOURNEY PHASES Touchpoints/Channels: • Apply • Adjust • Approach • Advance • Attain • Affiliate
- 12. 12brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. What are the touchpoints for students? TOUCHPOINTS Touchpoints/Channels: • Academic Programs • Student Services • Technology • Campus Facilities • Community and Culture
- 13. EXAMPLE CANVAS
- 14. 14brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Case Studies Academic Programs Student Services Educational Technology Campus Facilities Community and Culture
- 15. 15brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Improving Academic Programs Innovation Lab (“iZone”) at University of Rochester With Holt Architects
- 16. 16brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Improving Student Services A new integrated advising center at UVA with Nalls Architecture
- 17. 17brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Improving Technology A new student portal at Portland State University
- 18. 18brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Improving Campus Facilities A playbook of spaces for a Liberal Arts College
- 19. 19brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Improving Community and Culture Tepper (School of Business) Building at Carnegie Mellon with MRY Architects
- 20. 20brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Where are you on the maturity curve for understanding and improving experience? Commit Structure Define Assess Compare Discover Improve Sustain
- 21. 21brightspot | AIA NY Understanding Student Experience©2019 brightspot. All Rights Reserved. Where can you get the Canvas? bit.ly/stuex_canvas