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Markus Torkkeli of Aalto University has created this short video documenting the EUNIS SXJMworkshop

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Documented session of service design & user experience development in higher education context. Workshop was held in Eunis 2017 conference in Münster June 6th 2017. Facilitator Gill Ferrell.

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SXJM Persona Kristel's first two weeks at university (1)

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Kristel's journey 02

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Oliver's journey

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Lisa's journey

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SXJM Persona Oliver's first two weeks at university

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SXJM Persona Kristel's first two weeks at university (1)

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SXJM Persona Lisa's first two weeks at university

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Kristel's journey 1

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Once you move into developing solutions you may want to use a service design approach.

Using service design techniques to map the student journey by Jean Mutton
http://www.efficiencyexchange.ac.uk/8712/using-service-design-techniques-to-map-the-student-journey/

The difference between a journey map and a service blueprint by Megan Erin Miller and Erik Flowers
https://blog.practicalservicedesign.com/the-difference-between-a-journey-map-and-a-service-blueprint-31a6e24c4a6c

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Manchester Metropolitan University has undertaken its own SXJM project

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Manchester Metropolitan University has undertaken its own SXJM project

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Here is the initial project report.
Read more about the project approach here http://www.celt.mmu.ac.uk/retention_framework/framework_docs/Appendix%20I%20%20SAS_project_SJM_outline%20(4).pdf

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Oracle has produced some excellent guidance in their Customer Experience Journey Mapping Toolkit which is freely available to use.
The Customer Experience Journey Mapping Toolkit http://designingcx.com/cx-journey-mapping-toolkit

You can find the outputs of previous SXJM workshops run in the UK by UCISA here https://padlet.com/gillferrell/SocMedHE_Workshop_Outline_UCISA
and here
https://padlet.com/gillferrell/UCISA_DCG_SXJM

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We are using student 'personas' to understand what the journey is like for real students with lives and personalities as opposed to a 'particular demographic'.

Scroll to the bottom of the padlet to find out how some of these students fared in our scenario.

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We invited workshop participants to expand and amend the elements in the timeline.
But did the essay get handed in on time?

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This is a slightly abridged version of the SXJM technique to fit the time available at a particular workshop event.
You can read all about the approach in the attached powerpoint and the guides provided in the resources section.

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You might want to try creating your own personas

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You might want to try creating your own personas

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You might want to try creating your own personas

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In our session we used a range of personas to try out the journey approach. Here are some starting points. Try adding more about their interests, motivation and subject of study.

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In our session we used a range of personas to try out the journey approach. Here are some starting points. Try adding more about their interests, motivation and subject of study.

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Feedback from previous groups who have tried this exercise

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Feedback from previous groups who have tried this exercise

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All participants thought that SXJM could be useful to them.
We had some great ideas from participants:

1. If doing this with a large number of staff try creating a number of different personas so that each group takes a different person on the journey. This will help you establish early on if the key issues and possible solutions are the same for a wide range of students.

2. Try creating a behaviour line and invite students to add their perceptions of their emotional journey in real-time. This can either be done online e.g. in a padlet such as this or could take the form of a wall chart in a location that the students visit regularly.

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All of these resources are freely available for you to adapt to your own context.
You can use them as they stand or you can choose to 'remake' the Padlet which will give you an editable copy.

We ran this workshop in 1 hour as part of a conference.
Scroll to the bottom of the padlet to see outputs from EUNIS 2017.

We would recommend spending much longer on SXJM in your own setting.
Factor in the time to create personas and a behaviour line - will you do this in advance or will this be the first task for your group?
Perhaps you will need a half day workshop mapping the journey followed by another half day workshop to find a practical solution to address the key issues and develop a realistic action plan.

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Hopefully viewing the journey from a student perspective will help in finding out where digital can really make a difference.
You might still face  barriers in persuading colleagues to try doing things differently. Here we look at types of evidence that might help convince others. Case studies and hearing from peers and students seem to work well.

You will also need to make a business case for change. In the workshop and in the associated guidance we look at how to translate a better student experience into measurable performance indicators.

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How can journey mapping help with digital transformation?

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How can journey mapping help with digital transformation?

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There are many ways in which various types of digital tools (including social media) can transform what we do to make it better, faster, cheaper, more responsive etc (and fun) but we need to know we are actually solving real-world problems and delivering tangible benefits.

The Student Experience Journey Mapping (SXJM) approach can help you and your colleagues to develop a shared understanding of what the student experience is like now and how we might improve it.
Download the presentation below for a step-by-step guide.

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This padlet is designed to help you plan and deliver a workshop in a university setting.
It was developed for EUNIS and is intended mainly for people who have attended the accompanying workshop. You should however be able to follow the guide event if you have not already participated in a workshop.
By using these resources you should be able to:
- explore the potential of student experience journey mapping to help you solve real-world problems in an HE setting
- find ways to overcome the barriers (both practical and cultural) to making best use of digital tools
- plan a project that will deliver tangible benefits

Click on any of the tiles to expand or download the content.
You are free to copy and re-purpose all of the resources used in this padlet.

Original author: Dr Gill Ferrell on behalf of EUNIS

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By looking at the student experience in this way you will be able to identify the 'moments that matter'. These are pivotal moments that can change the experience for better or worse. Having identified them you will be able to look at how to build on the good experiences and address the problems.

Once you understand where an intervention needs to take place you can start to look at potential solutions. This is where digital media tools may provide you with some answers.

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Select the part of the student journey that interests you and map out your 'behaviour line'. This isn't how the process should work in theory; it's how your persona experiences things. Other things going on in their life might impact how they experience university life.
Here we are looking at the first couple of weeks at university. We ran our workshop with participants from 14 different countries so our scenario had to be quite generic. Yours will be much more realistic and tailored to your own university.
Scroll to the bottom of the padlet to see some examples of how our workshop participants viewed the journey.

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In our session we used a range of personas to try out the journey approach. Here are some starting points. Try adding more about their interests, motivation and subject of study.

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Our step-by-step guide.

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1. Understanding your students
2. Mapping the student experience
3. Finding out where an intervention (especially using digital tools) can really make a difference
4. Making the business case
5. Tailoring these resources