Wageningen University & Research wants to improve the information and services for and the communication with students. We are trying to centralize 'our customer' the student and listen to our students. To realise this, we use student journeys to listen to students' needs. The outcome of this should be a list of improvements where the university should focus on.
In the summer of 2018 the student experience team started on behalf of the Education & Student Affairs department with the mapping of wishes and needs of students.
During the sessions students and employees will map a specific journey with use of a persona. These persona all represent a part of our target group. From the perspective and needs of each persona a journey will be developed. We are currently working on the journeys:
These sessions are developed using the customer journey method. This method is used quite often in the professional environment. We made some adjustments to the method, to serve our students, who are complexer than normal clients. Besides the customer journey method, we used the methods of Stanford for our Design Thinking sessions.