The Client
Western Sydney University, formerly the University of Western Sydney, is a multi-campus university in the Greater Western region of Sydney.
The Challenge
Facing a downturn in enrolments and an increasingly competitive market for students, WSU were looking to revolutionise their student experience, becoming a more attractive choice for potential students. To achieve this, they sought to gain an in-depth understanding of the student experience and determine opportunities for innovation.
The Approach
Strativity Group conducted large-scale qualitative research involving over 150 students, career counsellors, teachers and university staff. This huge undertaking provided deep motivational and attitudinal insights, enabling the development of a segmentation framework, a ’Voice of the Student’ program and the design of the optimal student experience. We then considered capabilities, business alignment, prioritisation and sequencing to develop the optimal pathway. Strativity’s eleven step Strategic Innovation model was also crucial in developing, refining and selecting breakthrough innovation ideas that not only aligned with strategic, commercial and brand objectives, but also put students at the centre of the operating environment. These concepts have now been refined and woven into an overarching transformation plan.
The Results
WSU implemented many of Strativity’s recommended enhancements and innovations, and a comprehensive and transformative strategy to drive university-wide change is underway. National SES
results show a 2.3% improvement YoY. There has been a 1 0% uplift in domestic student retention, 24% increase in a student’s sense of belonging to the university and 54% increase in NPS.
“Strativity helped WSU to understand our segments and the current experience through a comprehensive research program. They then guided the development of our target experience aligned with our brand and strategic objectives and developed our listening program, so we have visibility on both performance and progress. Would have no hesitation in recommending them.”
Michael Burgess,Chief Student Experience Officer
