The Student Experience Assessment project sought to map and redesign a personalized and consistent onboarding experience for students across all populations and campuses.
Leveraging self-service and mobile, the project endeavors to design a transparent and guided process for students through recruitment, admissions, orientation and registration, matriculation and housing, rather than asking students to make their own way among the silos of the University.
In conjunction with our consulting partner, a strategic roadmap was delivered to help align initiatives to modernize and enhance the student experience. The roadmap is the foundation for the Student Experience Enhancement workstream within the Modernization Program.
By modernizing and aligning current student technology systems and associated onboarding processes, WVU can realize a more coordinated and dynamic student experience. Key objectives identified include:
- Reduce constituent confusion created by competing systems and communication pipelines.
- Improve consistency in policies and processes across campus to create a unified experience.
- Strengthen collaboration by enhancing system access, data controls and user experience for the full WVU community.
Expansion of the University’s current use of the Salesforce platform was recommended to help mitigate technical debt and create a more streamlined CRM experience.
Institutional Priorities - Consider the institutional priorities and the best fit for supporting those priorities, whether that can be sufficiently supported out of existing organizations or whether the business use case is differentiated enough to benefit from a new organization.
Business Process Improvements - A review of current state business processes across the enterprise, particularly shared processes with the potential for standardization across units, will aid in setting a foundation for a successful CRM implementation.
CRM Governance - Establish a CRM governance committee to consider and make decisions regarding any additional organizations throughout the enterprise utilizing established guidelines. Leverage current Center of Excellence (COE) as a starting point and build upon the current governance structure.
Data-Sharing Culture Shift - Data is an institutional asset. Begin to shift from a culture of data restriction to one of sharing and collective ownership with appropriate protections in place.