Speakers: Reza Mosavian, student experience product owner, Tribal Ken Barrett, student experience product manager, Tribal Students want more choice and flexibility, but technology moves so quickly. What can institutions do to offer the best possible student experience through technology whilst remaining relevant and cost-effective? Rather than investing in ‘the latest innovation’, a student engagement platform that continuously updates with the latest technology (such as voice activation digital assistants or AI) means you don’t have to back a single tool that could become outdated within a couple of years. This interactive workshop discusses the links between students’ digital expectations vs reality and what universities and colleges are doing about it. There will be contributions from student experience directors, sharing their experience of creating the conditions necessary to enrich the digital lives of students through open, integrated and future-proof technologies. Most importantly, please share your experiences and the strategies you’re employing or looking to employ to ensure you remain in touch with your current students and those thinking of studying with you.

1. Staying relevant in a technology-driven
world:
Building an engaged student community
Ken Barrett / Reza Mosavian
Tribal Student Experience Team
Hall 9, 11:30 - 12:30
Wednesday 13th March 2019
Ken
What students want!
Love, Wifi and Netflix

2. 2Ken
Putting together the jigsaw puzzle

3. 3Ken
30 second guide to implement EdTech
Vision
Goals
Features
Initiatives

4. Ken
A digital native generation

5. 5
*Source - https://www.timetoast.com/timelines/technology-in-the-2000s
Reza
Key Digital Developments

6. 6Reza

7. So what are our
students telling
us?
Paul

8. Findings from the 2018 Tribal Group survey
Survey sample size – over 1000​ students in UK and APAC
Reza

9. Findings from the 2018 JISC Digital Experience Insight Survey Surveysample size – 38k
Source- http://repository.jisc.ac.uk/6967/1/Digital_experience_insights_survey_2018.pdfReza

10. 10Reza
Nescot Case Study – Student Engage App

11. Tribal Vision - Collaborate, Engage, Support and Mentor
• Allocates interaction to
support team
• Assigns Service Level
Agreement (SLA)
• SLA based alerts
• Monitor Interaction
progress
Student Support Case
& Query Management
• Connect staff and
students
• Create a secure private
social network
• Increase student
engagement
• Communicate 1-to-1 or
in groups in real time
• Support & Mentor
Student
Student Engage
mobile app
• Identify student at risk
• Log intervention with
support team
• Assess intervention
effectiveness
Student Intelligence
Learning Analytics
11Ken

12. Building the Model
12Ken

13. • Personal and intelligent profiles
• Build communities
• Improve communication
• Personalised experience
• Have 24/7 access to
information, guidance and
support
13Reza
What students need from an app

14. A Holistic View of Student Wellbeing - Source: PWC – Students’ Voice - What would you want from the University of
https://www.pwc.co.uk/government-public-sector/education/documents/pwc-sudents-voice-summer-2017.pdf
Informing Product Development
Ken

15. Partnering with external support
Ken

16. Typical Student Support Problems
• Tracking Student Support:
• Institutions have no way of managing student interaction effectively or efficiently and no
audit trail of contacts between staff and students.
• Information and Communications
• Staff give inconsistent and out of date information to students. No common standards exist
between different support teams and departments. Students need to contact different
offices and can only get information 9 -5.
• Student Case Management
• There is no overview of the welfare of the student. Teams have their own systems with no
integration with the student information system
• Appointments
• Teams manage their own appointment systems in several 3rd party solutions even though
they often share rooms with other services.
• Queue Management
• Students queue for all sorts of interactions – and while queuing tweet (etc.) of their poor
experience.
Ken

17. Tribal Student Support - Solutions
Student Query Management
Edge Student Support automatically allocates and tracks all Customer enquiries for any
number of customer roles such as Course Enquirer, Applicant, Student, Alumni, Academic or
Staff Administrator across multiple departments.
Frequently Asked Questions
An online searchable knowledgebase of FAQs can be used as both a self-service facility by
students to get the quickest responses to the queries, or by front-line staff dealing directly
with student enquiries via phone, email or face-to-face.
Support Appointment Management
Customers can be booked on to service appointments with Advisors or Counsellors in any
number of specialists teams.
Private Case Notes
These teams can build private Case Notes concerning the welfare of each student.
Queue Management
A Queue Management System ensures students are dealt with effectively and efficiently and
allows students to go for a coffee and receive a text when they are near the top of the
queue
Ken

18. Support Workload Tracking
Ken

19. Holistic View of all Student Support Interactions
If a student has an issue, a member of staff will treat them completely differently if they can see
the other issues the student has raised rather than dealing with this one issue
Ken

20. Student Support Connector
App Integration with Student Support
Product
Ken

21. Engage Demo

22. Suppor
t
Questions for the panel:
Recruitment
Panel Debate
Employability
Lifelong Learning
Onboarding
Time Saving
Safe Guarding
1. How do you see the comms element of the Engage app being different from VLE
comms tools
2. What is your vision for a NGDLE?
3. How do you encourage students to download and use the app?
4. How do you get ongoing successful adoption?
5. How do you break down barriers from different functional areas of an institution?
Staff
Training
Suggested question themes

23. Any Questions Contact:
reza.mosavian@tribalgroup.com
max.scales@tribalgroup.com
ken.barrett@tribalgroup.com
@tribalgroup
Thank you!
What students want!
Love, Wifi and Netflix