Non-degree applications decreased by 50% in 3 years

The Old Experience

No list of available options + the application takes 2 hours to complete

The old non-degree student experience was scattered across Illinois Tech’s website, with inconsistent terminology, broken links, and outdated information. The application process also included atypical requirements for this student category, like essays, SAT scores, and recommendation letters.

Solution

Condensed information portal + 30 minutes application form

The new experience includes two steps: a streamlined information portal with up-to-date details and a 30-minute application form based on standard non-degree application practices.

Research and Discovery

Non-degree students pathways are varied

Non-degree students are a diverse group with varied educational backgrounds and influences. These three personas aim to reflect the nuances in their prior experiences and the external stakeholders, like parents or employers, shaping their academic decisions.

Moving between touchpoints creates frustration

User observations revealed frustration during transitions between digital and analog touchpoints. Key issues included inconsistent terminology and navigation, as well as technical problems with registration on the application portal.

Competitors offer 1-step applications and centralized information portals

Illinois Tech’s non-degree application process is overly complex, sharing the same requirements and portal as degree-seeking students. Competitors provide streamlined, tailored application flows, leaving Illinois Tech less competitive in serving non-degree applicants efficiently.

Data Visualization & Stakeholder Engagement

Resources and accountability chains affect actionability

Speaking with more than 20 members of the staff, admissions counselors and college Deans, highlighted a difficulty in gathering resources, advocating for change, and creating an accountability chain to highlight the non-degree experience criticalities to the administration. The following issues were continually brought up verbally, and emerged during cognitive walkthroughs conducted with stakeholders.

Stakeholder engagement and data-driven decision-making enable change

After visualizing the downward trend in non-degree admissions data and creating a triage table with the identified issues, I was able to hold a stakeholder meeting, where the parties involved could discuss the available data and evaluate proposed recommendations.