University of York
Connecting students to campus
Uni daze
The University of York (UoY) is navigating higher education in a post-lockdown world. At the height of COVID-19, the institution introduced digital services to support distanced learning. Born out of necessity, this was the new normal.
But, post-lockdown, the picture looked a little different. With deadlines and growing social lives to focus on, student engagement in the university’s digital services began to decline – amplified by poor user feedback. To revitalise the digital customer experience, a team of Great State consultants immersed themselves at the University of York to support efforts in bridging the digital expectation gap.
A connected campus
Interviews with students, staff, and executive leadership revealed attitudes on digital transformation, the student experience, and the role of the core digital product: the MyUoY student app. Unproven technologies and gridlock on product optimisation had created a disconnect. What users needed and what the app delivered were now very different. Determined to find a way forward, the University of York and Great State worked closely together to revitalise MyUoY, adding value back to daily student life and aligning organisational strategies.
Building a product culture
What began as a goal to improve the core digital product has since become a transformative roadmap for continuous development. Now the ultimate student companion, the MyUoY app boasts targeted features, like enhanced wayfinding and user personalisation for timetables, events, and assessments. Driven by user research, new processes empower the MyUoY team to take a rolling, product-first approach. These include guidance on product vision and roadmap authorship; agile sprint development; and data-led optimisation.
App metrics, leveraged to break the gridlock on product optimisation, create a consensus for ongoing development, led by the client Product Owner and regularly validated by a student user panel. Now equipped to evolve for the next generation of students, the University of York’s digital student experience is creating a truly connected campus – for students past, present, and future.
