Context
 

IE University ranks among the top 10 global business universities, admitting an average of 8,000 new students annually. The expectations of students and their families are high, primarily centered around achieving well-compensated employment post-graduation.

However, IE University was experiencing some problems:

↓35%

Between 2016 and 2018, the candidate pool decreased by 35%.

~25%

Of students abandoned their career paths after the first year.

23%

Career turnover rate - during the initial two years was primarily attributed to a lack of guidance in choosing an academic path.

My role

I spearheaded the envisioning and ideation stage that shaped the entire Student Experience.

I designed and led strategic workshops. First, to establish experience principles and identify organizational capabilities. Second, to create a tangible vision guiding various execution teams in deploying the future-state student experience.

Challenges

Planning ahead for detected organizational barriers

I spearheaded the envisioning and ideation stage that shaped the entire Student Experience.

I designed and led strategic workshops. First, to establish experience principles and identify organizational capabilities. Second, to create a tangible vision guiding various execution teams in deploying the future-state student experience.

Identifying ownership to the end to end experience

Some departments, like marketing, have clear KPIs, while others lack metrics. With leadership, we helped teams define their metrics. For example, the IT department now tracks student help desk tickets.

Additionally, we formed a dedicated Student Experience team with individuals closely connected to students and invested in project success.

↓5%

Decrease student turnover by 5% and university abandonment by 6%.

↑7%

Increased graduation rates by 7% in 2 years (2017-2019)

Fostered the development
of a community of
service design practice

We trained university staff by instilling a collaborative and iterative approach to experimenting and reimagining their processes, systems, and spaces. This has led to the community's continued success, which thrives to this day.