CX Strategy
Student Experience
Client
Somaiya University
Scope
CX Audit, Strategy & Design
Start
03 Jan 2020
Delivery
15 Feb 2020
01.-
Context
Challenge
Somaiya Vidyavihar recently gained the status of University. This triggered a rebranding exercise and a re-evaluation of the student experience being delivered given the changing landscape of education at large. We were engaged to conduct a through CX audit to re-imagine the Student & Staff Expereince under the Connected Student Expereince (CSX) program and to streamline operations and resources management.
02.-
What we did
Our Approach
To create distinctive experiences and offerings for Somaiya University students for years to come we spoke to 60 different stakeholders from various departments of Somaiya to understand the context and their POV on Somaiya’s current situation, the University status what it means and vision for the future student experience. Gathering all the insights we finally arrived at a holistic problem statement to solve for.
Problem Statement
"How might we become the most trusted brand for students, parents & faculty, delivering quality learning, freedom & unparalleled opportunities. When students are increasingly expecting more from their education, ways of learning are evolving and brand Somaiya appears dated across the student journey."
03.-
Result
Solution
The true Connected Student Experience was possible only when there is an entire Eco-system supporting it.
We delivered a completely re-imagined Student Journey right from Discovery, Application, Admissions upto being an Alumni. This meant creating an entire eco-system that would span across various channels, digital and physical assets, orgs, institutes and people. We redesigned some of their digital touchpoints based on the student needs and aspirations and proposed a revolutionary student assitant called Sia.
