This traditional online university was opening brick-and-mortar student centers to change up its experience and its image as it entered new markets in Mexico and the United Kingdom. The client team had already completed more than 85% of the operations work and it needed a consistent and coherent student experience on the front end so that it could complete training in time for launch.
The Storyminers team immersed itself in the business and operations plans, conducted interviews with the team leads, and shopped the business online and on-campus. Together, we developed a high-level view of the current and ideal future state student experiences, then prioritized and mapped out the experience with the best clues.
Both centers opened on time with a well-trained staff. The detailed student and faculty experience designs let experienced and brand new employees get—and stay—on the same page quickly.
“Storyminers delivered remarkable value to help us define and deploy a detailed customer experience map that was on-strategy, differentiating, compelling, and scalable across geographies and languages. They delivered on an accelerated time frame and within the budget guidelines permitted. Their work became the foundation for the operations guidelines for our new launch.”
Dave Schneider, Head of Global Marketing atApollo Global, a subsidiary of University of Phoenix