Fragmented journeys, inconsistent information and high support volumes are symptoms of systems and processes that weren't designed around the student. We help Directors of Student Experience design and build the environment students actually need.
These are the challenges Directors of Student Experience face when trying to improve student journeys in a complex institutional environment.
Fragmented student journeys — students moving between disconnected systems and services with no coherent experience
Inconsistent information across platforms — what the portal says differs from what the app says differs from what the email says
High support costs driven by queries, complaints and exceptions that should have been prevented by better information
Difficulty identifying where investment will have the greatest positive impact on the student experience
Growing expectations for personalised, digital, real-time experiences that legacy systems cannot deliver
Timetabling and scheduling issues — late changes, clashes and poor information — generating disproportionate volumes of student distress
We work with Directors of Student Experience to design the future student journey, build the investment case, and support the service transformation needed to deliver it.
Investment cases that connect student experience improvement to institutional outcomes — retention, satisfaction, reputation and cost — in language that Finance Committees and VCs will approve.
Read more →Mapping the actual student journey — not the intended one — to identify where experience breaks down, where information fails and where the biggest improvement opportunities lie.
Designing the target student experience — from enrolment through timetabling, support services and graduation — that the institution is committing to deliver.
Ensuring that the information students need is consistent, accurate and accessible across every channel they use — app, portal, email and in-person.
Removing the complexity and friction from student-facing processes — replacing multi-step, manually-managed workflows with streamlined, system-supported experiences.
Identifying and delivering targeted improvements that can be achieved quickly — building momentum, demonstrating value and funding further investment from early wins.
What Directors of Student Experience gain when the student journey is properly designed and supported.
01
Clear vision of the future student experience
A designed, well-articulated picture of the experience the institution is committing to — that students, staff and executives can all understand and work towards.
02
Strong business justification for investment
Investment cases that connect student experience improvement to retention, satisfaction scores, cost reduction and institutional reputation.
03
Improved student satisfaction and engagement
Students who receive accurate, timely information and consistent service — and who are less likely to disengage when things go wrong.
04
Reduced support volumes
Fewer queries, complaints and escalations — because the information was right, the timetable was stable and the process was simple enough to navigate without help.
05
Better coordination across services
Student-facing teams working from the same information and the same process frameworks — rather than operating in parallel with inconsistent outcomes.
06
Faster delivery of meaningful improvements
Prioritised improvement roadmaps that identify the high-impact, achievable changes first — rather than waiting for a multi-year transformation to deliver any visible benefit.
Engagements where we helped institutions design and deliver a better student journey.
A major metropolitan Victorian university
Drove major improvements to the university's student experience by redesigning key processes, unifying student calendars, uplifting enrolment and loan workflows, and strengthening governance — ensuring alignment with the block teaching model and improving the experience of a complex, non-traditional student cohort.
A dual-sector Victorian university
Improved student and research administration at the university by automating manual processes, consolidating systems and enhancing compliance workflows — reducing the friction and inconsistency that generates student queries and support volumes.
A major Victorian university
Enhanced StudentOne configuration and student administration processes at the university — improving the consistency of student information and the responsiveness of student-facing services.
Student experience improvement is often underfunded because the connection between investment and institutional outcomes — retention, revenue, reputation — is not clearly made. We build business cases that establish that connection, giving executives and Finance Committees the evidence they need to invest with confidence.
Whether you're designing the future student journey, building the investment case or trying to reduce support volumes quickly — we'd like to hear what you're working on.