• What is Student Experience Management?

    Getting started with Student Experience Management at your education institution.

What is Student Experience Management?

Student experience management is the process of designing, delivering, and continuously improving the overall experience of students as they engage with an educational institution. This includes all aspects of the student journey, from recruitment and enrollment to graduation and beyond. It encompasses the physical, emotional, and intellectual well-being of students, as well as the academic and administrative services provided by the institution. The goal of student experience management is to create an environment that is personal, seamless, engaging, relevant, supportive, inclusive, authentic, empowering, measurable and continuous, which helps students to succeed academically and personally.

The Student Experience Management Process

Step 1: Identifying and understanding the needs and expectations of students

Identifying and understanding the needs and expectations of students

This step involves gathering data and feedback from students to understand their needs, preferences, and expectations. This can be done through surveys, focus groups, and other forms of research.

Step 2: Designing the Student Experience

Designing the student experience

Based on the information collected in step one, the institution can design the student experience to meet the identified needs and expectations. This includes creating a strategic plan for improving the student experience, and identifying specific initiatives to implement.

Step 3: Implementing the Student Experience

Implementing the student experience

The institution can then implement the initiatives identified in step two. This includes making changes to academic and administrative services, as well as creating new programs and activities.

Step 4: Measuring and evaluating the student experience

Measuring and evaluating the student experience

Once the initiatives have been implemented, the institution can measure and evaluate the effectiveness of the student experience by gathering data and feedback from students. This includes tracking student satisfaction and engagement, as well as academic performance.

Step 5: Continuously improving the student experience

Continuously improving the student experience

Using the data and feedback collected in step four, the institution can continuously improve and evolve the student experience by making changes and adjustments as needed. This includes identifying new areas for improvement and implementing new initiatives.

Step 6: Communicating and promoting the student experience

Communicating and promoting the student experience

Finally, the institution should communicate and promote the student experience to both current and prospective students, to help them understand and appreciate the value of the experience they will receive.

Facets of The Student Experience Management Project

Research and Analysis

This involves gathering data and insights about student behaviour, preferences, and feedback, to better understand their needs and expectations.

Student Journey Design

This involves visualising the steps and touch-points that a student goes through when interacting with an institution, from initial awareness to post-purchase support.

Experience Prototyping

This involves creating mockups and prototypes of the customer experience to test and refine design concepts.

Experience Design 

This involves designing and refining the customer experience, including the design of interfaces, interactions, and content, and making data-driven improvements based on customer feedback and analysis.


This involves putting the customer experience design into practice, including integrating it into systems and processes, and providing training and support to relevant teams.

Continuous Improvement

This involves ongoing monitoring and evaluation of the customer experience, and making data-driven improvements to enhance the experience over time.