Redesigning the Student Experience
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This document discusses redesigning the student experience through a mobile-first strategy. It outlines how Western Michigan University and TargetX are leveraging various technologies through portals and applications to enhance the student experience from recruitment through enrollment and as a current student. Examples provided include customized portals for different student populations, mobile-friendly applications, personalized dashboards, and using QR codes and tablets to streamline events check-in. The document emphasizes designing for the "jobs to be done" through understanding student needs and journeys and forming cross-campus partnerships.
Redesigning the Student Experience
- 1. Redesigning the Student Experience Mike Roe, Director of Information Technology, WMU Kevin Butts, VP of Product Development, TargetX
- 2. Mike Roe Director of Information Technology Western Michigan University Kevin Butts VP, Product TargetX
- 3. 3 Our Values
- 4. Student Expectations No Exceptions for the Ivory Tower
- 5. The Rise of Designing for the Student Experience How far we’ve come Blurring the lines between the physical and the digital worlds. 1.0 2.0 3.0 4.0 Adopting Software Leveraging Basics Breaking the Silos Student Experience EMPOWERING INSTITUTIONS EMPOWERING STUDENTS CRM App http:
- 6. Why worry about the student experience?
- 7. The landscape for traditional high school graduates is changing.
- 8. 74% of students have one of the characteristics that are typically considered “nontraditional”
- 9. Generation Z has wildly different expectations than Millennials.
- 10. The Student Experience is already mobile; it’s a question of good vs. bad
- 11. Why a Mobile First Strategy is Required The Student Experience is already mobile; it’s a question of good vs. bad 3 out of 4 students report having visited a college website on their mobile device. 2018 Social Admissions Report, NRCCUA & TargetX
- 12. 57 percent said the website was very or extremely important in their college search. 2019 Digital Admissions Report, mStoner & TargetX Why a Mobile First Strategy is Required The Student Experience is already mobile; it’s a question of good vs. bad
- 13. Why a Mobile First Strategy is Required The Student Experience is already mobile; it’s a question of good vs. bad 86% Students that prefer to communicate with colleges via email on their mobile device. 2018 Social Admissions Report, NRCCUA & TargetX
- 14. Why a Mobile First Strategy is Required The Student Experience is already mobile; it’s a question of good vs. bad ⅓ Students that applied to college on a smartphone or tablet. 2019 Digital Admissions Report, mStoner & TargetX smartphone dependent. Non-white, lower income, younger adults are increasingly
- 15. Why a Mobile First Strategy is Required The Student Experience is already mobile; it’s a question of good vs. bad
- 16. We’re all trying to attract the same set of students ⸺ how do you deal with that? Be better. - Mike Roe
- 17. Located in Kalamazoo, Michigan • 145 miles West of Detroit • 145 miles East of Chicago. Total students 22,562 • Undergraduate 17,760 or 79% • Graduate 4,802 or 21% 265 Total Programs • Bachelor's 152 • Master's 78 • Specialist 1 • Doctoral 34 Famous Alumni • Tim Allen - Comedian/Actor • Homer Stryker - Physician/Inventor • Greg Jennings - Former Green Bay Packer • Luther Vandross - Singer/Producer Cotton Bowl 2017 Western Michigan University WMU Broncos
- 18. TargetX Events Module over 2800 events managed in calendar year 2018. Sign-up for an event quickly from computer or smartphone. Use Event Filters to customize the student experience to show events relevant to them. ❖ Prospects/Inquiries ❖ Admitted Students ❖ Current Students Events Thinking about the student experience from the first interaction
- 19. QR Code check in ❖ QR Code simply contains students Salesforce ID. ❖ QR Code is emailed and/or printed on agendas. ❖ Scan into custom FormAssembly form that auto check’s in student for event. ❖ Employ wireless bluetooth scanners Update Contact Information during check in ❖ Event Check-in calls up student contact information ❖ Allow student to verify on iPad or Tablet Events Building that student experience at the event. NO LINES!
- 20. User experience that is personalized for each student Multiple Portals ❖ Undergrad ❖ Grad Programs ❖ Fall Welcome ❖ WMU Student (test phase) ❖ Pre-College Programs (Coming 2020) Portal Access at their fingertips.
- 21. Two different portals allowing different structure for each student population. Similar navigation making use of multiple tabs to provide a robust experience ❖ My Dashboard - Application creation and status, checklists, requirements etc. ❖ My Academics - information on the chosen college and major. ❖ My Costs & Financials - links to scholarship applications, total cost calculator, etc. ❖ Explore WMU - Campus Virtual Tour, Events Scheduler Portal Undergrad/Graduate Recruiting Portal
- 22. Over 50 applications - customized for specific levels, programs, student populations. Application Dashboard ❖ Track Application progress and status ❖ Checklist items both pre-admit and post admit View Decision letter on your smartphone! Portal Pre-College Undergrad/Grad Applications
- 27. My Costs and Financial Aid Portal
- 28. Explore WMU - Videos Portal My Costs & Financial Aid
- 29. Different Tab set ❖ My Dashboard - for applications ➢ ATYPical Students - Middle Schoolers ➢ Dual Enrollment Students ❖ My Academics ❖ Parent Information and Consent ❖ Campus Information Portal Pre-college Programs Portal
- 30. An Event Portal Different Tab set. Build you agenda Portal Fall Welcome Portal
- 33. Portal Current Student Portal Logon using WMU account info Only showing information relevant to the student. Customizing the experience based on: ❖ Enrolled Student ❖ College ❖ Major
- 36. In the pipeline at WMU • Internal Social platform for students • Live Agent Chat • Chat Bots • Financial Aid Integration • Integration with Development Office ORG • Non-student contacts for Government Affairs and Extended University Programs
- 37. Where to start?
- 38. Are you an optimist or a realist?
- 39. Product Management basics Three things to consider when designing for students: ❖ Know the job to be done ❖ Know your students ❖ Partnerships are not optional
- 40. Jobs Theory
- 41. Student success is a journey Every solution needs context Be mindful of the full process when designing for a step ❖ Pre-Application ❖ Application ❖ Admitted, Not Yet Enrolled ❖ Currently Enrolled ❖ Graduate
- 42. Next steps: Talk to your students User Interview tips ❖ Start with a specific question “How can we make the application process easier for students?” “What is the best way to communicate with students about support services?” ❖ Solicit real stories over idealized answers “Tell me about the last time you..” ❖ Note taking as a listening tool; Recording for retention ❖ Be mindful of confirmation bias
- 43. Your Guide to Student Journey Mapping: >> targetx.com/tambellini19
- 44. Next steps: Cross Campus Partnerships Tips for winning rollouts ❖ Agree on objectives and a lexicon ❖ Set metrics for success ❖ Measure zealously ❖ Plan to make adjustments
- 45. Q&A
- 46. Thank You!