Monash University
Optimising various initiatives at Monash University, through user experience design to customer strategy through a CX lens.
Apr 24, 2022
CLIENT
Monash University
CLIENT
Monash University
CLIENT
Monash University
Role
CX Designer
Role
CX Designer
Role
CX Designer
Service
UX / UI Design, Service Design
Service
UX / UI Design, Service Design
Service
UX / UI Design, Service Design
Project Details
Project Details
Project Details
Problem
Working for the Strategic Marketing and Communications Department, we were a newly created UX team within a legacy framework. I undertook many initiatives at Monash University. My role began as an Experience Designer, which then evolved into a CX Specialist, through the mentorship of Ian Stokol, CXPA.
My Projects
Open Day for a Digital World
Over the years, I worked on the Open Day Digital and Physical experiences. Working closely with the marketing team and faculty, we designed better ways for students to plan their Open Day experience.
My role consisted of research and design of the new Open Day website and its systems. We ran a 1:1 research with students on Open Day. We acquired 140 qualitative insights and 2000+ quantitative surveys that enabled us to shape student archetypes and allow for better marketing and design strategies.
Orientation
As part of our shift from the Product Design team to CX Design, we began working with stakeholders outside of Marketing and assisting them in their business initiatives and goals. Part of this program of work was to uncover how we could set up a framework for the Orientation team to gather feedback and make decisions on the data.
I helped set up the initial success framework of how and when to measure for student feedback and how to set up the various listening posts to capture voice of the customer.
A wider goal by the University during COVID was to understand a 'sense of belonging' and it was listed as one of the primary metrics the University wanted to capture.
Using Qualtrics we ran surveys for Orientation and through our analysis we created a statement by the most used words that our students responded in our questionnare.
Problem
Working for the Strategic Marketing and Communications Department, we were a newly created UX team within a legacy framework. I undertook many initiatives at Monash University. My role began as an Experience Designer, which then evolved into a CX Specialist, through the mentorship of Ian Stokol, CXPA.
My Projects
Open Day for a Digital World
Over the years, I worked on the Open Day Digital and Physical experiences. Working closely with the marketing team and faculty, we designed better ways for students to plan their Open Day experience.
My role consisted of research and design of the new Open Day website and its systems. We ran a 1:1 research with students on Open Day. We acquired 140 qualitative insights and 2000+ quantitative surveys that enabled us to shape student archetypes and allow for better marketing and design strategies.
Orientation
As part of our shift from the Product Design team to CX Design, we began working with stakeholders outside of Marketing and assisting them in their business initiatives and goals. Part of this program of work was to uncover how we could set up a framework for the Orientation team to gather feedback and make decisions on the data.
I helped set up the initial success framework of how and when to measure for student feedback and how to set up the various listening posts to capture voice of the customer.
A wider goal by the University during COVID was to understand a 'sense of belonging' and it was listed as one of the primary metrics the University wanted to capture.
Using Qualtrics we ran surveys for Orientation and through our analysis we created a statement by the most used words that our students responded in our questionnare.
Problem
Working for the Strategic Marketing and Communications Department, we were a newly created UX team within a legacy framework. I undertook many initiatives at Monash University. My role began as an Experience Designer, which then evolved into a CX Specialist, through the mentorship of Ian Stokol, CXPA.
My Projects
Open Day for a Digital World
Over the years, I worked on the Open Day Digital and Physical experiences. Working closely with the marketing team and faculty, we designed better ways for students to plan their Open Day experience.
My role consisted of research and design of the new Open Day website and its systems. We ran a 1:1 research with students on Open Day. We acquired 140 qualitative insights and 2000+ quantitative surveys that enabled us to shape student archetypes and allow for better marketing and design strategies.
Orientation
As part of our shift from the Product Design team to CX Design, we began working with stakeholders outside of Marketing and assisting them in their business initiatives and goals. Part of this program of work was to uncover how we could set up a framework for the Orientation team to gather feedback and make decisions on the data.
I helped set up the initial success framework of how and when to measure for student feedback and how to set up the various listening posts to capture voice of the customer.
A wider goal by the University during COVID was to understand a 'sense of belonging' and it was listed as one of the primary metrics the University wanted to capture.
Using Qualtrics we ran surveys for Orientation and through our analysis we created a statement by the most used words that our students responded in our questionnare.
Thinking outside the box
Thinking outside the box
Thinking outside the box
As part of our remit at Monash University, the CX team also ran various initiatives and concept work for various stakeholders. I was the solo designer to work with Monash College to capture their end-to-end experiences of international students wanting to come to Australia to study.
I also worked on various concepts or theoritical ideas for how the University could track, measure and adopt personalisation. I created various artefacts for these initiative. The Connected Content map was a workaround solution if a user opted in for personalisation.
As part of our remit at Monash University, the CX team also ran various initiatives and concept work for various stakeholders. I was the solo designer to work with Monash College to capture their end-to-end experiences of international students wanting to come to Australia to study.
I also worked on various concepts or theoritical ideas for how the University could track, measure and adopt personalisation. I created various artefacts for these initiative. The Connected Content map was a workaround solution if a user opted in for personalisation.
As part of our remit at Monash University, the CX team also ran various initiatives and concept work for various stakeholders. I was the solo designer to work with Monash College to capture their end-to-end experiences of international students wanting to come to Australia to study.
I also worked on various concepts or theoritical ideas for how the University could track, measure and adopt personalisation. I created various artefacts for these initiative. The Connected Content map was a workaround solution if a user opted in for personalisation.