The RMIT Student Experience
CX RESEARCHER AND VISUAL DESIGNER
Problem
To provide students with a personalised experience that meets their needs and expectations.
Opportunity
To establish foundational work for a new Customer Experience (CX) Division—Design Centre of Student Experience—by creating essential artifacts such as journey maps, moments that matter, and student personas.
Outcomes
The following visual narratives represent key project outcomes. They were circulated among key stakeholders and utilised as foundational research on student experience throughout the university ecosystem.
Additionally, these documents served as internal resources to support the development of other CX projects within the team.
PROJECT OUTCOMES
Several artefacts were developed and circulated as part of Student Experience foundational work.
Journey Map
I developed a high-level user journey that visually represents "The RMIT Student Experience" across three main chapters: prospective students, current students, and alumni. This journey highlights key moments, including signature moments, moments to master, and brilliant basics. Additionally, the visual aligns various initiatives with the organization’s KPIs.
For a high-resolution copy of the artifact, please click here
Personas
created a series of posters representing "The RMIT Personas Set" as part of key project deliverables.
A total of 8 final visual posters were designed, each depicting a different student type and detailing their needs, behaviours, and values.
For a printable copy of the artifact, please click here
Signature Moments, Moments to master and Brilliant basics.
I developed this visual artifact to represent the key moments at every stage of the student journey, illustrating how different student personas interact and interconnect throughout the experience.
For a high-resolution copy of the artifact, please click here
Student Mindsets
This artifact synthesizes research findings and categorizes students’ mindsets at various stages of their journey. It was distributed to internal stakeholders to facilitate discussions and identify opportunities.
For a printable copy of the artifact, please click here
A team of designers from diverse backgrounds, including visual design, marketing, psychology, and academic research, was assembled to conduct this project.