Improving the student journey every day
The Student Journey Cockpit
How to prioritize what the greatest impact has on the student experience
On Friday January 20, Hogeschool Utrecht, PvKO and Underlined organized a Round Table for peers in education who are committed to improving the student journey every day.
Warsha Hanoeman & Marc Dijksterhuis inspired us by the Student Journey Cockpit of Hogeschool Utrecht and we got an exclusive look at how you can monitor the student experience to get an integrated student picture. They took us through the different phases of the student journey, touchpoints and impactful episodes.
Hogeschool Utrecht impressed us with how far they are already with operationalizing journey thinking. And yet there are (recognizable) challenges for the near future, for example about;
- How to help employees use data as a natural source of information,
- How to make student-centric the guiding principle throughout the organization,
- How to use the right KPIs at the right time.
To help the participants on their way with their own ‘CX-driven student journey’, the group worked together with Theo van der Steen on a canvas ‘The roadmap for happy students’.. a valuable addition on the CX approach of Hogeschool Utrecht.
Couldn’t make it to the Round Table or do you want to go through the presentation again? Download the presentation here and the canvas below.
“With the use of The Insights Framework, various data sources, feedback & analysis, data science techniques and through workshops, we developed dashboards for Hogeschool Utrecht that provide insight into the student experience”. Theo van der Steen – Director Underlined
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