Increased reliance on mobile applications that are optimized for usability (intuitive, self-guided, etc.) has significantly impacted students’ expectations as they perform tasks digitally. These expectations can be misaligned with administrators who leverage applications that have not undergone modern usability testing.
Campus Solutions pages are text-heavy, which can have a negative impact on the usability of certain transactions. This can be exacerbated when accessing pages on various form-factors – thus resulting in a confusing experience that can lead to abandonment of important academic transactions.
Students abandoning self-service transactions can result in the need for additional registrar, academic counseling, financial aid, etc. resources to support more in-person appointments and support calls to administration offices.
While campus administrators leverage email and physical mail as their primary mode of communication, students have gravitated more towards instant messaging mediums. The gap between what students prefer, and how campus administrators are trying to reach them results in important information being overlooked. Missing critical academic notifications can cause students to fall behind on administrative obligations, thus negatively effecting outcomes.