In the academic field, students are at the heart of all initiatives and actions, which is why it’s not surprising that methodologies have been developed to ensure their satisfaction. Let’s explore the Stanford student journey map.
One of the most popular and effective methodologies is undoubtedly the implementation of a Student Journey Map. This tool allows institutions to visualize and analyze every point of interaction between students and the educational institution.
Let’s delve into this popular methodology and take an example from one of the most prestigious educational institutions in the United States: the Stanford Student Journey.
What is a Student Journey Map?
A Student Journey Map is a visual representation or diagram that outlines the various stages, touchpoints, interactions, and experiences that a student goes through during their educational journey. It provides a comprehensive overview of the entire student lifecycle, from the initial awareness of an educational institution or program to post-graduation activities.
A Student Journey Map aims to better understand a student’s perspective and emotions at each stage of their educational journey. It helps educational institutions, administrators, and educators identify pain points, opportunities for improvement, and areas where they can enhance the overall student experience. By mapping out the student journey, institutions can design and implement strategies to provide students with better support, guidance, and resources, ultimately leading to increased student satisfaction, retention, and success.
By creating and analyzing a Student Journey Map, educational institutions can gain insights into students’ emotions, pain points, and successes at each stage. This enables them to make informed decisions to enhance the overall student experience, improve retention rates, and foster a more supportive and conducive learning environment.
Stanford Student Journey Map Example
To better understand this concept, we’ve created a simplified version of what a Stanford Student Journey might look like. In this example, we’ve included some of the common touchpoints found in universities and highlighted a few initiatives announced through Stanford’s website and other media.
Stage 01: AWARENESS
| Touchpoint | Activity | Pain Point | Solution |
| Search Online (SEO) | Prospective students discover Stanford University through online searches. | Limited visibility in search results. | Optimize SEO strategies to improve search engine rankings. |
| Content Marketing (Blog) | Prospective students find Stanford’s blog content. | Lack of engaging and informative content. | Produce high-quality blog posts about campus life and academics. |
| University Rankings | Prospective students consider Stanford based on its rankings. | Uncertainty about the reliability of rankings. | Highlight Stanford’s consistent top rankings and achievements. |
| Social Media Advertising | Prospective students come across Stanford ads on social media platforms. | Limited knowledge about Stanford’s programs. | Showcase impactful visuals and key information in social media ads. |
| College Fairs | Prospective students interact with Stanford representatives at college fairs. | Lack of personal connection and information. | Train representatives to provide insightful and accurate information at fairs. |
| Student Ambassadors | Prospective students connect with Stanford student ambassadors. | Limited access to student perspectives. | Facilitate student ambassador interactions for authentic insights. |
Stage 02: CONSIDERATION
| Touchpoint | Activity | Pain Point | Solution |
| University Website | Prospective students explore Stanford’s official website. | Difficulty finding specific program information. | Design a user-friendly website with intuitive navigation and comprehensive program details. |
| Program Brochures | Prospective students review Stanford’s program brochures. | Lack of detailed insights into programs. | Create comprehensive and visually appealing program brochures. |
| Campus Tours | Prospective students visit Stanford’s campus for tours. | Inability to visit campus due to distance. | Offer virtual campus tours for remote prospective students. |
| Alumni Success Stories | Prospective students read about Stanford alumni successes. | Uncertainty about post-graduation prospects. | Share inspiring alumni stories showcasing successful career paths. |
Stage 03: APPLICATION
| Touchpoint | Activity | Pain Point | Solution |
| Online Application | Prospective students complete Stanford’s online application. | Complexity and time-consuming application process. | Streamline and simplify the online application process. |
| Application Support | Prospective students seek assistance with their applications. | Confusion or difficulties with application requirements. | Provide accessible and responsive support for application inquiries. |
| Letters of Recommendation | Prospective students gather letters of recommendation. | Challenges in obtaining strong recommendation letters. | Offer guidance and resources for obtaining effective recommendation letters. |
Stage 04: ACCEPTANCE
| Touchpoint | Activity | Pain Point | Solution |
| Acceptance Letter | Accepted students receive official acceptance letters. | Anxiety and anticipation about admission results. | Deliver clear and personalized acceptance letters to ease anxieties. |
| Financial Aid | Accepted students review financial aid and scholarship options. | Financial concerns about tuition and fees. | Provide comprehensive financial aid information and options. |
| Orientation Programs | Accepted students participate in Stanford’s orientation programs. | Nervousness about transitioning to college life. | Offer comprehensive orientation programs to ease the transition. |
Stage 05: ENROLLMENT
| Touchpoint | Activity | Pain Point | Solution |
| Course Registration | Enrolled students register for courses. | Challenges in navigating course options and requirements. | Provide user-friendly course registration tools and guidance. |
| Housing Selection | Enrolled students select housing options. | Uncertainty about housing availability and preferences. | Offer transparent and organized housing selection processes. |
| Student Services | Enrolled students access various student services. | Difficulty in finding and accessing support services. | Streamline access to student services through a centralized platform. |
Stage 06: ACADEMICS
| Touchpoint | Activity | Pain Point | Solution |
| Class Experience | Students engage in Stanford’s academic programs. | Challenging coursework and academic pressure. | Offer comprehensive academic support and resources. |
| Faculty Interaction | Students interact with professors and academic advisors. | Lack of personalized guidance and support. | Facilitate regular faculty-student interactions and mentorship. |
| Research Opportunities | Students explore research opportunities at Stanford. | Uncertainty about accessing research opportunities. | Promote available research programs and facilitate student involvement. |
Stage 07: GRADUATION
| Touchpoint | Activity | Pain Point | Solution |
| Graduation Ceremony | Graduating students participate in Stanford’s commencement ceremony. | Emotional and logistical challenges during graduation. | Provide clear information and resources for a smooth graduation experience. |
| Career Services | Graduating students utilize career services. | Uncertainty about post-graduation career prospects. | Offer comprehensive career development resources and support. |
| Alumni Engagement | Graduating students connect with Stanford’s alumni network. | Challenges in staying connected after graduation. | Facilitate alumni engagement through events and networking opportunities. |
Stage 08: ADVOCACY
| Touchpoint | Activity | Pain Point | Solution |
| Alumni Networks | Alumni engage with Stanford’s alumni networks. | Lack of engagement and value in alumni networks. | Enhance alumni network activities and offerings. |
| Incentivize Online Reviews | Students and alumni leave positive reviews about Stanford. | Low participation in leaving reviews. | Encourage students and alumni to share positive experiences through incentives. |
Stanford’s Initiatives for Ensuring Student Satisfaction
The journey of a student is often complex and filled with ups and downs. To address this, Stanford University has implemented various programs to provide their students with more and better options to complete their studies with minimal stress and in the most optimal way possible. Here are some of their key and noteworthy initiatives that can serve as inspiration for your company or educational institution:
Time Away from Stanford: This program allows students to take time away from their studies at the university. They have implemented various levels of leave, as well as the option to withdraw from a Stanford degree program or request reinstatement. This enables students to take a break and complete their program optimally.
Online Documentation: Stanford students have the option to access all documentation related to their academic journey at any time through the university portal. Resources include the academic calendar, schedule of classes, academic forms and processes, academic support, and university policies (Student Policies, GAP). This ensures that students have access to relevant information whenever they need it.
Tuition & Fees Transparency: Stanford believes it’s important for students to understand the tuition and fees associated with their academic journey. The student financial account aggregates charges from various campus services, including tuition, academic fees, housing and dining, health insurance and services, student activities, and more. This provides students with access to critical financial information.
Start Building and Enhancing Your Student Journey!
At QuestionPro, we have developed a range of features to meet any educational need, both internal and external. Some of our standout tools include:
Powerful Survey Software: With our survey software, you can create surveys in just a few clicks to assess critical points in the student journey. Moreover, students can gain free access using their institutional email and utilize our hundreds of templates and advanced features to execute their educational projects with professionalism and excellence.
Customer Journey Tool: If you’re looking to create your first student journey map, QuestionPro SuiteCX makes it easy with its robust platform and diverse templates. SuiteCX allows you to visualize the most important touchpoints in your student journey and enrich them with specific information to clearly understand what’s happening at each stage of their education.
Want to learn more? Contact us, and we’d be delighted to support you in your next major project.
