Project Description

Australian Catholic University – Customer Experience

The Challenge

The Australian Catholic University engaged Komosion to map the journeys of its a students in an effort to enhance the student experience delivered across the nine campuses nationally and to improve the quality and efficiency of communications via the better utilisation of digital channels.

The Solution

We undertook research into best practice student experience design in the tertiary sector. The strategy team conducted a series of stakeholder workshops to map the journeys across the student lifecycle from enrolment to alumni. The student experience of international and online students were also investigated.

Focus groups with the various student segments were undertaken to test the student journey hypothesis that were constructed from the stakeholder workshops.

The Result

We identified opportunities for some rationalisation of channels, better and more targeted use of email including the standardisation of templates targeting specific audiences, careful attention to language and images to facilitate the communication, a well-planned digital content strategy and collaboration between the university and student communication partners to enhance students’ engagement with the messages conveyed.

In addition, we led the redevelopment of various software platforms and designed and implemented a ‘student hub’ with personalisation capabilities to enhance the student experience.

We also created a strategy to market the student services value proposition. Komosion created a twelve month marketing calendar and developed a brand identity and associated digital and print collateral for the DiscoverU student services.