American Public University System 

Personalizing the student experience

Challenge

American Public University System (APUS) is one of the country’s first and most prestigious online degree-granting institutions. Faced with both tough competition and a changing set of student expectations, APUS launched an effort to design the next generation student experience.

Thank you for all you did for APUS on this project. You brought great value to the Student Experience Redesign project. The student journey mapping and lively workshops helped us develop an innovative and student-focused lifecycle that allows us to provide personalized support and encourage community connections.

Gwendolyn M. Hall, Ph.D. | Chief of Staff, Office of the President (Lt Col, USAF, ret.)

Solution

CX Workout partnered with APUS to create a map of the current journey using our CX Workout journey mapping tool. This visualization of the current student experience would identify both chronic problems and opportunities to delight, thereby creating a competitive advantage.

After conducting our second of two CXW Design Sessions, the APUS design team went from generating a new student experience theme to a validated set of improvement ideas, then to a powerful storyboard, and ultimately to a defined and approved set of action plans—all in the space of a few weeks.

Results

The APUS executive team has used this initiative as an opportunity to create even greater alignment in the organization for delivering a world class student experience, combining immediate early wins with longer term digital transformation enhancements that will drive a whole new level of personalization and student recognition for achievement.

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