Student eXperience in Times of Crisis: A Chilean Case Study

摘要

Customer experience (CX) includes all physical and emotional responses during the interactions with the products, systems and services that a company or an organization offers. We can consider a student as a particular case of customer, and Student experience (SX) as a particular case of CX. Higher education students are using not only the educational service, but they are interacting with a wide range of products, systems and services that a university offers. Chile was affected by crises since October 2019: a social outbreak crisis first, then the COVID-19 pandemic crisis. They have influenced the way in which students and universities interact, and consequently the SX. We carried out an exploratory study in order to identify how these crises have impacted the SX in the particular case of Escuela de Ingenieria Informatica (School of Informatics Engineering) of the Pontificia Universidad Catolica de Valparaiso (PUCV), in Chile. The paper presents our preliminary findings.