Assessing and Innovating Student Onboarding
As a regional university located in an area of tremendous population growth, Utah Valley University (UVU) has grown from 20,000 to 40,000 students in just over 10 years. UVU is an institution looking to implement SEM, but first we had to seriously evaluate our current processes and structures to ensure SEM could be built on a strong institutional foundation.
Three years ago, our institution brought together cross-divisional faculty and staff to develop an onboarding survey. This survey was sent to all newly enrolled students asking them to select points of frustration during the onboarding process or to identify steps they encountered that were more difficult than they expected. The results were enlightening.
With a 600+ students completing the survey (15% response rate) and over 20+ pages of open responses, the committee reviewed the results and develop action plans to address some of the top areas of concern. including, reducing multiple trips to campus, submitting FAFSA and financial aid verification requirements, meeting with advisors, signing up for orientation and finding classes. The open responses were particularly helpful because they represented students’ real-life experiences with our onboarding processes. We learned and identified different areas where duplicate processes and unnecessary steps required students to jump through hoops in order to attend. The survey has continued each semester for the past three years. Student response has grown to over 1,000 student (18% response rate). It has been encouraging to see improvement in many area where we have made changes to improve our onboarding.
One project resulting from the evaluation of our survey findings has been the development of our Student Enrollment Dashboard. Working with different areas across campus and our IT department, the dashboard has become the one stop shop for all onboarding steps required for students to onboard, including: registering for classes, signing up for and meeting with advisors, signing up for orientation, paying tuition, and completing other onboarding steps. This tool is helping eliminate multiple websites and places students must find in order to completely onboard at UVU.
Andrew Stone Utah Valley University
Eric Humphrey Utah Valley University
Kris Coles Utah Valley University
Wednesday, November 6, 2019
10:00 AM - 11:00 AM
Monet, Mezzanine Level
First Learning Outcome: How to work across divisions to develop an onboarding survey.
Second Learning Outcome: How to take the results of the survey and implement necessary changes to help students.
Third Learning Outcome: How to create an onboarding dashboard.
Core Competencies: Collaborative Decision-Making and Consensus-Building, Problem Solving
Proficiencies: Enrollment Management: SEM Leadership, Records & Acad. Svcs.: Operations and Business Process Management
Intended Audience: Some experience in the profession, General Audience