SNHU New Student Journey
Prophet, a branding consulting agency, was pitching SNHU for new business. I was hired to as a Sr. Product Designer to help win the business.
Dimensions
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Background
SNHU was trying to build a new online experience for prospective students.
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Problem Statement
There was a high drop off rate amongst prospective students which was impacting SNHU’s underying business.
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Root-Cause Analysis
By observing and listening to SNHU prospective students I was able to learn that they wanted a tool that would make their onboarding easier and more interactive.
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Customer Impact
The impact to SNHU was less students enrolling in programs and for SNHU customers the impact was frustration.
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Solution
Build out a journey map showing the various touch points then dig into the actual prospective flows.
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Deliverables
I arrived at (5) distinct product features that resonated with our users: “Fit”, “Calculator”, “Dashboard”, “Exchange”, and “Empowerment”.
Prospect Journey Map
Dashboard: Transcript for High School
This particular user flow shows how the application process can be organized via Dashboards. In this particular instance the William, the prospective student, is at his Application Dashboard which contains various cards that help contextualize and sort through tasks and information. This particular task is to solicit his high school for transcripts. The Dashboard feature was a huge win amongst prospective students
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William arrives at dashboard for the first time. He has the ability to customize his dashboard as he sees fit.
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William clicks into the Financial Aid dropdown and sees tasks sorted by due date.
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William commits to the transcripts ticket and can see that he can communicate with his SNHU advisor and upload his transcripts.
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William can communicate in the ticket.
Dashboard: Tuition Payment
This particular user flow shows how the application process can be organized via Dashboards. In this particular instance the William, the prospective student, is at his Application Dashboard which contains various cards that help contextualize and sort through tasks and information. This particular task is to make a payment towards his tuition.
Empowerment
This particular user flow is all about Empowerment and showing the prospective student how easy it is to complete the program. User research showed that prospective students yearned to see all the steps for their entire school career in one simple place.
Concept Fit
This particular user flow shows how the a prospective student could find their potential major by providing some basic information. Upon providing that information, the user is able to see the basic materials around the course. Our research showed that prospective students wanted transparency.
Calculator
This particular user flow shows how the a prospective student could understand the financial implications for enrolling in SNHU.
Email Call to Action
This deliverable was an extra visualization for our stakeholders to understand how might we communicate with students who just successfully enrolled in a program.
