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EDUCATIONAL TECHNOLOGY: INTERVIEW | 63
How technology is boosting the
student experience
Philippa Bryant (right), Head of Market Research at lorensbergs, spoke to UB about how improving access to resources through online booking empowers students to get more from their institutions
Why has the 'student experience' become such a priority to education institutions? Students have their own ‘customer journey’ when at ending their chosen university and investing their time and money – in both cases now a substantial amount. There is raised awareness that alternative courses or career paths could be taken, so every aspect of their journey is under scrutiny. For 10 years now the National Student Survey
has provided a widely used benchmark. There is pressure for each faculty or department to continually improve any areas found wanting. It often isn’t a mat er of increasing resources. Institutions are working towards delivering a more coordinated and productive way for students to get the most out of their existing environment and the resources available to them. This is where technology and online services play a vital role.
How do you view the role of technology in improving the student experience? Eff ective technology supports students throughout their university journey. It helps them fi nd their feet during the early days on campus and then keeps them informed. It ensures they never miss out on what they’ve paid for or get penalised without having every chance to avoid it. For instance, our solution connect2 recognises who each student is and what resources are available to them, presenting services in a smart and organised way. The information and options presented are always relevant and helpful, and the student is fi ltered only relevant communications. Solutions can also off er up powerful information
for decision-making on resourcing and for directing more student support where needed. It can streamline
administration so that when staff interact directly with students it’s to add real value and build relationships, rather than being caught up with mundane, laborious details. In short, it gives staff more opportunity to be of help and show interest in each student’s needs which are understood to be important drivers in student satisfaction.
"When staff interact directly with students it's to add real value and build relationships"
What are the longer-term benefi ts of investing in student-facing technology? Online booking technology not only enables students to get more out of their courses, it supports their professional development which is a big part of their journey and the wider success of all universities. Simply put, it encourages students to be more organised and responsible. One of our customers, Falmouth University, has said of our solution connect2: “It presents our service in a more professional way and that in turn leads the students to operate in a more professional way… This obviously refl ects really well on the quality of graduate leaving us to join the industry.”
What future developments do you see for the education technology market? There is increasing demand for fl exible systems that can bring overarching benefi ts and have a rationalising eff ect on the need for diff erent systems. A consistent, high-quality experience for students as they interact with technology means they spend less time familiarising and accomplishing new systems and more time studying. If all they need is their student ID and a familiar interface to get all the information needed, then this will enhance their experience of what their institution has to off er.
With 10 years’ experience working with universities, lorensbergs develops booking solutions for a diverse range of student resources and services. UB
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