LUMOSTake your pulse
UNSW

Transforming Student Engagement

UNSW prospective-student experience shown on a laptop
01/The Challenge

UNSW set out to become Australia’s leading global university, which meant transforming how it engages prospective students, from first interest through to enrolment.

The university wanted to recruit the right number and quality of students and lift the share of applicants who convert and enrol, by improving the student experience and delivering personalised, timely messages on the right channels, at lower cost.

We helped translate that ambition into a clear, prioritised plan, understanding the end-to-end student journey and defining the conditions needed to deliver a better experience.

Student Experience
Journey Mapping
Prioritisation
Transformation Planning
02/Our Approach

Shaping the student journey and the path to deliver it

Working alongside UNSW's subject-matter experts, we defined the requirements for the university's short- and medium-term vision to improve the student experience. We mapped the end-to-end journey from application to enrolment, analysed business goals, and prioritised the features that mattered most, sequencing an MVP and future releases so the team had a clear, deliverable path.

Student journey map from application through to enrolment

From ambition to a prioritised, deliverable plan

  • Mapped the end-to-end student journey, from application through to enrolment
  • Prioritised features and scoped an MVP with clear sequencing for future releases
  • Defined the conditions to personalise the experience and lift conversion
  • Set up the recruitment team to run future targeted, data-informed campaigns
  • Designed for inclusive access, with accessibility (WCAG) built into requirements
UNSW campus and student experience, full-width
03/Outcomes

A student experience built to recruit, convert and engage

The redesigned student experience shown on a tablet

Recruitment team enabled to set up future targeted campaigns

Personalised landing pages designed to improve conversion

Data insights used to more effectively reach prospective students

A redesigned online application experience to lift quality and quantity of enrolments

Foundations for the Front Door and Future Students experiences

Productivity gains for the UNSW recruitment team

04/Results
Improved Conversion
Personalised Experience
Recruitment Efficiency
The way Lumos pulled up their sleeves, truly embedded with UNSW to align teams, drive the change required and just got on with it is a testament to their professionalism and flexibility.
Phil WebsterProgram Lead, UNSW Digital Experience Unit
A redesigned student experience, converting more applications into enrolled, engaged students.
05/Related Work
AICD business value acceleration shown on a laptop
AICD

Business Value Acceleration

Align · Activate