brightspot worked with Ohio University to answer these questions and helped them better understand and improve their student experience. Our holistic approach considered courses, student services, technology, facilities, community, and campus culture through an engaging and inclusive process. In our session, Digital Transformation to Create a Coordinated, Compelling Student Experience, Maggie Walsh and Elliot Felix (brightspot) and Chris Ament and Brian Bowe (Ohio University) discuss our work together and share lessons learned that can be applied at your institution.

1. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience

2. Digital Transformation to
Create a Coordinated,
Compelling Student
Experience
EDUCAUSE Annual Conference 2021
Chris Ament
Chief Information Officer
Ohio University
Brian Bowe
Assistant CIO
Ohio University
Maggie Walsh
Senior Strategist
brightspot strategy
Elliot Felix
Founder
brightspot strategy

3. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Objectives and Agenda
How can you understand the first-year student journey from
application to decision to enrollment to orientation?
What digital transformation is needed to create a unified
approach to technology that improves the student experience?
What technology investments in platforms, processes, places,
and people should be made in the short, medium, and long-
term to achieve this?
To answer these questions Ohio University's work
with brightspot strategy to understand and improve their
student experience. Our holistic approach considered courses,
student services, technology, facilities, community, and campus
culture through an engaging and inclusive process.
1. Introductions, Project Goals and Process (5 m)
2. What were the findings from the OHIO Student
Experience Assessment? (8 m)
3. Poll + Discussion: Thinking about your institution,
which of the findings presented most resonates with
you? (7 m)
4. How is OHIO University using the Playbook and
implementing recommendations to improved the
Student experience? (10 m)
5. Poll + Discussion: Thinking about your institution,
which of the recommendations presented might you
apply at your college or university? (7 m)
6. Lessons Learned & Q & A (8 m)

4. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
About OHIO
28k+ Student Enrollment
10+ Campuses and Centers
#1 in Ohio for online education
Our Priorities
• Continue Improvement of Student Experience
and Success
• Emphasize Focus on Enrollment Goals
University Wide
• Ensuring Academic Quality
• Serving Our Communities
• Ensuring Long Term Financial Sustainability

5. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
About brightspot
We are a higher ed strategy firm on a
mission to create more engaging and
equitable student experiences by
transforming college and university spaces,
services, staffing, and systems.
Together with our clients, we increase
student success, improve research support,
and enable staff productivity while making
institutions more efficient and effective.

6. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Project Goals
brightspot and Ohio University collaborated in the
spring of 2021 to assess the OHIO student
experience and develop strategies to answer How
Might We...?
The work is being used to:
1. Develop a comprehensive understand
ing of the first-
year student experience at OHIO.
2. Recognize that certain types of
students will face bigger
challenges and roadblocks due
to their identities, backgrounds,
and circumstances.
3. Implement the Digital
Transformation Roadmap strategies for
enhancing the student experience
at OHIO.
How might we better co-locate information and services
so that students aren’t going “window to window to window”?​
How might we better coordinate and deliver communications so tha
t students aren’t overwhelmed by email?
How might we better foster community and a sense of belonging
so that students aren’t isolated or unsupported?
How might we better enable students
to make financially responsible choices so they
aren’t wondering about what’s available at what cost?

7. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Project Process: Participatory Engagement
“Double Diamond” Design Thinking Approach
Our work relied on a participatory
engagement which incorporated the
Double Diamond Design Thinking
approach. Engagements included:
• Leadership, student, faculty and staff
interviews
• Student, faculty and staff workshops
and Focus Groups
• Student Snapshot Survey
• Faculty and staff Snapshot Survey
• Student, faculty and staff
Feedback Fairs

8. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Project Process: Framing the First-Year Experience
Ohio University recognizes that
a Bobcat’s first-year experience
has a major impact on the rest of
the student journey and is one
determinant
of whether they remain enrolled.
We structured research around a
first-year student framework,
primarily focused on the Athens
campus student lifecycle and
consisting of five phases, this
framework seeks to reflect broad
commonalities within the first-
year experience.

9. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Findings (8 m)
Findings from research engagements and background data analysis revealed five key insights impacting OHIO
students:
Students Want
Financial Tools
& Transparency
Students often
Have Contrasting
Experiences
Students Receive
Dispersed and
Inconsistent
Communications
Students are
Constantly in
Search of
Belonging
Technology Lacks
Student Friendly
Design
1 2 3 4 5

10. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Students Want Financial Tools & Transparency
Students are choosing OHIO
because it makes sense for them
financially, but is still a considerable
investment which
causes stress and intense focus on
career-centered outcomes.

11. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Dispersed and Inconsistent Communication Experience
An abundance of technologies and
communication styles and channels, coupled
with an over reliance on email
make necessary information inconsistent and
difficult to find.
“I find it frustrating that there are so many places
one has to go to do things at Ohio U. Housing has
their own portal, student center, bill payment.
There are so many places you have to go and they
can get confusing.“

12. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Students Often Have Contrasting Experiences
Many students come to OHIO because
of family tradition, finding a very community
centered environment.
Students of color, first-generation,
and LGBTQIA+ students
Struggle to find a support network of friends.
“Both of my parents went here, and my
dad grew up in Athens, so it already felt
like home to me.” - Student

13. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Constantly in Search of Belonging
Some students are lacking community, both
digitally and physically.
As the pandemic progressed, some students
felt isolated and lonely which
amplified mental health issues and
impacted academic performance.
“Once you establish a sense of belonging and
connection you are likely to continue on for the
next semester.” - OU Student

14. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Technology Lacks Student Friendly Design
Tech enhancements intended to make
experiences better, when developed in
isolation, can lead to redundant, opaque, and
time-consuming processes.
Flagging students manually can highlight opportunities
for intervention, but requires significant time
investment faculty, and a surplus of data that is seldom
acted upon in a timely manner.
In 2020, a group of students from the Honors Engagement
Lab researched and prototyped a digital one stop solution
for students at OHIO.

15. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Using Poll Everywhere
Option 1: Text BRIGHTSPOT
To 22333
Option 2: Visit pollev.com/brightspot in
Browser

16. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience

17. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Recommendations to Improve Student Experience
Set a Foundation for Digital Initiative Success
1. Pursue OrganizationalTransparency
2. Adopt a Student-Centric ServiceModel
Support the Digital Student Experience
3. Create a Digital OneStop
4. Develop a Student Communication Strategy
Provide Tools and Resources for Students’ Biggest Uncertainties.
5. Provide Digital Tools for Student Financial Empowerment
6. Create a Central Help Desk and Information Repository
Move Beyond the “Traditional Student” to Foster Inclusion and Belonging
7. Create Personas and User ExperienceMaps
8. Meet Students Where They Are
9. Create a Network of Accessible and Inclusive Spaces
Click to add text

18. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
OHIO IT Operating
Model Transformation
Approach to addressing the recommendations
Set a Foundation for Digital Initiative Success
1. Pursue OrganizationalTransparency
2. Adopt a Student-Centric ServiceModel
Support the Digital Student Experience
3. Create a Digital OneStop
4. Develop a Student Communication Strategy
Provide Tools and Resources for Students’ Biggest Uncertainties.
5. Provide Digital Tools for Student Financial Empowerment
6. Create a Central Help Desk and Information Repository
Move Beyond the “Traditional Student” to Foster Inclusion and Belonging
7. Create Personas and User ExperienceMaps
8. Meet Students Where They Are
9. Create a Network of Accessible and Inclusive Spaces
OHIO Digital
One Stop Product

19. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
OHIO IT Operating Model Transformation
Transform OHIO’s IT operating model
FROM delivering IT services for the business (service optimized)
TO jointly delivering outcomes with the business (value optimized)
 Business Architecture Practice
 Business Capability Model
 Business Outcomes
 Value Steams, Journey Maps
 Project to Agile Product delivery
 Stable, cross-functional teams
 Measured by outcomes (NOT project scope, schedule & budget)
 Externally marketed digital products
 Phases of the Student Journey (Admit, Confirm, Orient, Adjust, Advance)
 Internal Business Capabilities (Student Recruitment, Student Retention, Finance Management)
Source: Business Architecture Guild ®

20. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
OHIO Digital One Stop Product
 Pilot delivery model transformation components
 Business Architecture
 Product Management
 Envision, Design, Build the Digital One Stop product
 Align clarity, accountability & resources
 Rationalize & continuously improve the digital journey in its' own right
 Empower product teams to adapt, respond, and continuously deliver
experiences students expect & deserve

21. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Using Poll Everywhere
Option 1: Text BRIGHTSPOT
To 22333
Option 2: Visit pollev.com/brightspot in
Browser

22. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience

23. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Lessons Learned (1 m)
• Focus is good (1st year)
• Hard to be holistic about student experience while “staying in our lane”.
• Soliciting input, especially from students during a pandemic, takes incredible
planning and communication.
• Recognize your Political Structure. Digital Experience crosses organization,
service, application and project boundaries.
• “We’re already doing that…. We tried that before…”
• You have to start. Don't be paralyzed by the political or technical complexity. Find a
direction that's good enough, and start running towards it.

24. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
Q&A (8 m)
How are you moving forward with digital
transformation at your institution?
What questions do you have for us?

25. EDUCAUSE Annual Conference 2021 Digital Transformation to Create a Coordinated, Compelling Student Experience
End