La Trobe University

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La Trobe University - Customer Experience




The Solution



Komosion has proven expertise in helping its university clients work out where they can have the biggest impact on student satisfaction, ultimately with the aim of reducing churn and increasing advocacy.

Looking objectively at the domestic, undergraduate student experience from Application to Enrolment. We employed a range of techniques including primary research and student journey mapping. Our objective was to work out where we can have the biggest impact on student satisfaction through discovering insights into the emotional wants and needs of students, and ways to meet them to improve conversion and retention.

We reviewed the Student Experience across all channels, including digital and physical, to determine needs against the performance of information and service channels in meeting those needs.



The Result



The complex university student journey was revealed. We developed an understanding of the “hearts and minds” of potential and existing students through mapping student journeys and analysing the student experience (from the student point of view).

Through our process, we identified the phases a student goes through in selecting a university to enrol in. Each phase articulated the key steps, moments of truth and all the different channel touch-points.

We developed Master Student Journeys which identified Needs, Gaps, “Moments of Truth” and teased out new ways to segment and engage the student audience - via digital and physical channels. This took the form of a Draft Action Plan incorporating a raft of actionable insights and recommendations.