New Students Experience – Leading Australian University
How might we deliver a seamless experience for our prospect students to make an informed and timely decision?
By creating an overarching new student experience that is supported by a clear vision, processes and tools
WHAT & WHY
The Admissions team in any University is expected to provide prospective students with a “seamless experience.” However, this team began experiencing significant issues with the admissions process and the experience, so they decided to call Three6 for help.
How might we reduce rework across our project implementation and increase collaboration and engagement to ensure we successfully deliver a cross country initiative?
HOW WE HELPED
During this project, Three6 was responsible for analysing and providing recommendations about the changes and transformation required to improve the admissions process looking at four key areas. In order to create sustainable change, including tools for ongoing delivery. Using a Human Centred Design approach, we looked at the different experiences of the student, the student officer who processes the applications and the executive who made the decisions on the balance of the course from budgeting, to student course work, learning and culture.
Human-Centred Approach
Engaging with stakeholders at different levels and taking a human-centred design approach is essential to really understand who we are designing for and developing personas that depict the people impacted by the process.
Simplified Architecture
Deeply reviewing the current system usage and architecture design to develop a future state and prioritising key features considering budget.
Reviewed Technology
The technology systems were reviewed, and a future state roadmap was developed with short, medium and long-term goals.
Change Management
Developing a deep understanding of the people involved and their motivations to develop change strategies and build them into the roadmap.
THE OUTCOMES
Customer Journey and Process design
Customer Journey were developed for each of the unique personas to ensure that the roadmap met all expectations. And all the processes were linked to these journeys to facilitate the change.
Detailed insights report
A detailed report with key staff, customer, process, technology and data insights was delivered to empower the team to keep delivering.
Priorities opportunities and roadmap
A prioritised roadmap was delivered detailing next steps for 3, 6 and 12 months.
Ongoing tools and support
Three6 knows that for a service design to be successful it needs to be embedded in the organisation, so we continued to provide support and tools to ensure this happens.