The Learner Journey – Insight, Ideas, Impact

We design. We create the right journeys and experiences for you using insight from the UK’s best. We create learner, schools & employer marketing. We evaluate. We help you, help your learners by understanding what works for them and the impact of your operational activity on their learning. We create stories. We help you create a brand and marketing strategy stitched to the real journey so tight, it’s seamless.

Why is the Learner Journey important? Closer to the real experience Identify strengths & weaknesses, before you implement LMS, you need to know what works Identify reasons to believe & ideas (attract, engage, retain) Demonstrate learning impact Give learners a real voice Keeps you fresh, stops you from going stale! Foundation of insight you can build on and review Attraction, engagement, retention, Engagement Retention Progression Completions Operational understanding – staff behaviors, processes in action, learner behaviour, compliance,

What is the Learner Journey? Attraction, engagement, retention, Engagement Retention Progression Completions Operational understanding – staff behaviors, processes in action, learner behaviour, compliance,

Learner Journey Mapping Brand promise & Marketing messages Expectation setting Imagery & Photography Course content promise The promise The stages Feelings & experiences Actions & consequences Org reaction & management Marketing & Recruitment Induction & Onboarding Delivery Assessment & Review Recognition & Reward Progression & Development Case study development Learning Awards Media PR activity Learner Journey Mapping Stories they tell Attendance record Referrals Willingness to get involved Evidence-based insight Greens & Reds

THE PROMISE EXPERIENCES Learner shortlisted for “Student of the Year” Team told inspirational stories, guest speakers Quick response to a tweet for info EXPERIENCES PROGRESSION & DEVELOPMENT ON PROGRAMME DELIVERY ASSESSMENT & REVIEWS RECOGNITION & REWARD INDUCTION / ONBOARDING MARKETING & RECRUITMENT “ When I called the team, they sent me to the gov.uk website ” Assessor cancelled review on the day Exit interview paperwork not completed

How can the journey increase retention and engagement? Better understanding of your product and service in action Identify and create reasons to believe in your organisation Unearth learner stories that can be used in marketing & comms Engage and motivate staff by showing them the reality

Common Mistakes Believing that learners tell you what they really think Only doing one type of research and trusting it entirely Believing that students tell the ‘completion rate’ story

Learner Journey advice Use qualitative & quantitative research Be as ‘independent’ as possible Unearth stories – ask for examples, dig really deep Build themes from specific insight Finish with idea generation turning insight into impact Feed back themes to staff, not specifics

STITCH Stories Understanding learner experiences and real journey from Yr 10 - 13 Staff engagement – staff perceptions Parent engagement - perceptions Scoping session to understand priorities, learner experiences and operational concerns Created research plan for execution 2016/2017 How to you understand your learner journey What insight do you get from this? Learner Journey & Learner Experience mapping Staff engagement – Assessors, Head Office, Operations Idea generation & implementation for improvements

STITCH Stories Re-designing the employee induction Want to look at what’s happening now nationally – experience, effectiveness of induction, ideas to improve Patient experiences and opinions of services See services in action Insight to inform re-commissioning and service re-design How to you understand your learner journey What insight do you get from this? Define the customer experience Re-design the customer journey and processes Staff engagement

@Chief_stitch Kate@stitchdigdeep.Co.Uk Stitchdigdeep.Co.Uk 07717 203 763