Student Services for Mobile Natives: Apps and the Future of

“One Stop” Student Services

2

Our Position

Colleges and universities need to deploy a mobile app strategy to improve the quality and delivery of student services for a new generation of mobile natives. Mobile apps are the next horizon for how students access everyday services any time of day and from any context, quickly, easily, and seamlessly.

Institutions need to embrace mobile apps not just to keep up with a frenetic pace of change but to enhance commitment to access and student success.

Mobile Strategy Starts with a Student-Centered (One Stop Shop) Model

Mobile Touchpoint

1. Virtual (self-service)– Web and Mobile Devices (find it, do it, get it)– Automated SMS communications– Apps can offer hybrid (offline and online) content

2. Physical (“One-Stop” student services center)– Student contact (cross-trained staff = generalists)– Walk-in, email, telephone, SMS– Specialists (particularly in financial aid)

3. Back office (technology, process, people)– State-of-the-art processing (technology-driven)– Cross-functional connections– Paperless

What Is a “One-Stop”?(Three Components)

Find It

• Students are able to look up important information (FAQs) on their mobile devices anywhere and anytime. Apps use an effective blend of offline and online content, so are still useful without internet access.

• Apps are searchable and use common vernacular, e.g. rather than “financial aid” students ask “where is my money?”

• Information is clearly and intuitively presented.

How Mobile Apps Improve Student Services

Do It

• Students are able to register for courses, electronically sign documents, and make payments from their mobile devices (and to easily contact services staff, if needed).

• Apps are powerfully linked to institutions’ student information system (SIS) and are updated regularly.

• App design is crisp and intuitive, and processes are made up of simple steps (e.g. 3 step course registration).

How Mobile Apps Improve Student Services

How Can Mobile Apps Improve Student Services

Get It

• Students are able to access and print course schedules, promissory notes, transcripts, etc, from their mobile devices. These documents are also available in PDF or another published format.

• Apps offer impressive delivery of a variety of documentation requests and connect with a device's phone, email and SMS capabilities for quick and easy access to university staff.

• Documentation is configured for mobile platforms.

• Technology use is changing rapidly. The web (think browsers) is dying and mobile apps are projected to become the digital communication platform of choice for a new generation of mobile natives.

• Mobile offers quick and easy access to services that are otherwise place-based, confusing, and difficult to navigate .

• Mobile maximizes investment in integrated student services systems, many of which are moving into app solutions, and offers a more effective digital architecture.

• Apps offer creative access to information, tools, and solutions.• Apps are convenient, creative, innovative, and engaging.

Why Mobile Apps? Why Now?

• Had weak web presence and non-existent web self-service

• Had mobile strategy with some mobile presence, but ineffective and un-engaging overall

• Major player in access to adult learners and non-traditional students

• Moved into one stop model with high focus on virtual and mobile access

• Developed mobile features ranging from course registration and payments, and an interactive real time bus map and schedule

Case Study: Mobile Strategy at a Public Research University

• Students want (and need) better mobile solutions

• Mobile positively affects student achievement (better access to services frees students up to focus on being students)

• Mobile may even improve retention and learning outcomes

• Apps especially increase student satisfaction and an institution’s brand and reputation

• Apps create a more sustainable architecture for long-term digital services strategy

Drives of Value:Mobile Apps and Institutions Effectiveness

About Eduventures: The Work We Do

Brand and Market Strategy

Operations

Strategy

Innovation and Change

Thank You!

Brian FlemingAnalyst

bfleming@eduventures.com