Prospective students received 300-page printed brochures by post, got lost on campus, and couldn't find relevant courses among hundreds of options. The university wanted to completely transform the student experience.

Here’s how we revolutionized higher education through customer research and digital innovation.

The Challenge

A leading UK university recognized that their student experience was outdated and inefficient. Prospective students faced multiple pain points in their journey from initial interest to enrollment, and the university had no systematic way to understand or address these issues.

The Discovery Process:
We started with extensive customer research, including focus groups with prospective students at open days, to understand real pain points rather than assuming what needed fixing.

The Core Issues Identified:

• Massive Physical Brochures:
  300+ page prospectuses mailed to all prospects, regardless of interest
  
  
• Campus Navigation:
  Students getting lost, unable to find rooms or sessions
  
  
• Course Discovery:
  Too many options with no personalized recommendation system
  
  

The Solution

Our Approach:
Customer-driven digital transformation based on actual student needs and behaviors.

The Innovation:
Personalized digital prospectus system with GPS-enabled campus navigation and intelligent course recommendations — pioneering for higher education in 2010–2012.

Key Components Delivered

• Selective Digital Prospectus
  Students choose specific courses and receive only relevant information
  
  
• Campus GPS System
  Individual room-level navigation with Google Maps integration
  
  
• Course Recommendation Engine
  Rules-based system suggesting relevant programs based on student preferences
  
  
• Retail-Style Suggestions
  "Students interested in this course also looked at..." functionality
  
  

The Results That Mattered

Quantified Business Impact:

• Environmental Impact:
  Massive reduction in paper waste and printing costs
  
  
• Student Satisfaction:
  Significantly improved prospective student experience
  
  
• Operational Efficiency:
  Reduced administrative burden and postage costs
  
  
• Competitive Advantage:
  Industry-leading digital experience for prospective students
  
  

The Long-term Impact

Created a scalable digital platform that served as a model for other universities and supported growth in student applications and satisfaction.