To start off with, it should be understood that the Student Experience Management model separates factors typically related to student support into two broad categories: “Academic” and “Non-academic.”

Academic support typically looks at ways of drawing data relating to the students experience of the teaching and learning an institution offers, which spans a wide variety of services, activities, and resources, and then determines through a consultation process suitable short- and long-term interventions to address “flags” raised through the analysis of academic data streams.

Non-academic student support recognizes that factors outside of the realm of teaching and learning could equally impact on a student’s level of engagement with his/her studies. Here we seek to identify and analyze data about the social, economic, administrative, financial, and demographic-specific factors, amongst many others, which could cause a student to engage in academically “risky” behavior.

The model draws data about these┬ádivergent categories together to provide an overall picture, as well as an individualized view, of the students’ experience of your institution. Through further consultations, suitable interventions, for short- and long-term application, are then identified to address “flags” representing various levels of risk for the student and ultimately the institution.

While each institution is unique in the sense that they have different data channels available, as well as different technologies, services and amenities on offer to students, the application of the model would progress through the following basic phases:

The Student Experience Management Process