In 2020 we worked with external partners to develop the UCL Student Journey map in order to better understand students' journeys on UCL undergraduate and master鈥檚 programmes.听
We invited students to take part in a series of interactive 'Student Journey Mapping' workshop to exploring what they felt worked well, and where we might improve the UCL student experience, covering everything from induction right through to examinations.听
The UCL Student Journey map highlights the key steps in a student鈥檚 journey through UCL. We used this to identify the critical touchpoints and activities to which students attach the most value and expect the highest possible standards of service from UCL, and to inform the five key challenges the Student Experience Transformer aims to address.
UCL Student Journey Map
Laying the groundwork
Aim
During this stage students connect with their cohort and fellow students ahead of classes
Steps in the journey
- I accept my offer and start to plan
- International students 鈥� I arrange my visa
Getting sorted
Aim
Students receive clear and consistent messaging from all parts of the University
Steps in the journey
- On campus students 鈥� I prepare to travel to London
- I complete essential admin
- On campus students 鈥� I plan my life in London
- I set up UCL systems and apps
- I prepare for my commencement at UCL
Ready to start
Aim
Students are communicated with regularly and encounter minimal last minute changes to modules, programmes or timetables
Steps in the journey
- I set up my new student life
- I prepare for my course
- I get a sense of student life
- I complete role admin
Getting involved
Steps in the journey
- On campus students 鈥� I set up my accommodation
- I get to know UCL
- On campus students 鈥� I attend a 宅男视频 campus tour and online welcome events
- Remote students 鈥� I attend online welcome events, including virtual site visits
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Aim
Students feel part of a 宅男视频 community and have access to a variety of socialising opportunities to meet their needs
Students receive tailored support from academic staff and their Personal Tutor, giving them confidence they are on the right track
Steps in the journey
- On campus students 鈥� I meet other students on campus and connect with those studying remotely
- Remote students 鈥� I connect with other students and sign up to online clubs and societies
- I engage with UCL academic staff
- I engage with student reps
- I engage with student life
- I learn how to be a student
- I get set up for term
Core term
Aim
Students have a comprehensive knowledge of all the support services and resources that UCL offers
Feedback on assessments is timely and delivered in a constructive and sufficiently detailed manner to enable students to learn and improve
Communications are consistent and students know exactly where to go to access information
Steps in the journey
- I start to access available support services
- I complete ongoing coursework
- I engage academically outside my coursework
- I complete in term assessment
- I get support if I need it
- On campus students 鈥� I use the library and study spaces
- Remote students 鈥� I use the remove library services and create my own study space
- On campus students 鈥� I use other campus facilities
- Remote students 鈥� I use remote-student facilities
- My student life extends beyond UCL听
- I am kept informed by UCL
- I make the most of extra opportunities at UCL
- I plan for my career
- I sit in-term exams
End of year
Aim
Students have timely access to exam support and a suitable space to complete their exams that does not inhibit concentration
Steps in the journey
- I plan for the next academic year
- I sit end of year exams
Completion
Steps in the journey
- I plan for a life after UCL
- I find out my results
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