Mapping the Students’ Journey to Develop Student-Centered Tools

摘要

The life cycle of a student begins even before the official enrollment at a university. Before candidates decide to study, they try to find out which university is most suitable for them. A student's life cycle can end when the student has completed his/her studies. However, there are models in which the cycle continues through to the alumni phase or entry into working life. Processes are described and implemented in campus management systems to administer students’ data. The process descriptions are done from the point of view of the universities’ administration. The aim of this project is to define students’ processes from the point of view of the students. The method customer journey mapping is used for this purpose. With these results, processes can be improved to assist students on their academic paths.