Category Archives: Student First

International Enrolment in Person sessions begin Thursday 7 February

We’re welcoming all new and returning international students to campus this week, with International Enrolment in Person sessions running from Thursday 7 – Friday 15 February.

Following a successful pilot led by our Student First Programme in 2018, international students now have the ability to choose from a selection of dates and times for their enrolment in person session.

Bookings have been available since early December 2018, allowing our international students the convenience in knowing they can simply turn up at the date and time of their choosing.

Staff from all around the University have volunteered to help welcome our new students to campus.

In each enrolment session, staff will take a copies of the student’s passport and visa, check their visa application (if required) and check their insurance details.

While waiting for their documentation to be processed, our new-to-UC students will attend a 45 minute information session where they will be taken on a tour through the Undercroft and Library, while also allowing them to connect with other students.

If you see our international students out and about over the coming weeks, please stop and say hello!

For more on International Enrolment in Person, click here>

Student First Programme and Contact Centre working together for better staff and student experience

The Student First Programme and Contact Centre teams have worked closely this year as part of the continued enhancements to our myUC online enrolment system.

The Contact Centre receives up to 6150 contacts per month by phone, email and web chat, rising to up to 15400 over the enrolment period from November to March. On average, questions about the enrolment process make up about 45% of queries.

Since the Contact Centre is usually the first point for contact for prospective students wanting more information about enrolling or help with their application, it’s been vital to ensure the team has the latest information on hand for a positive customer experience.

With the enhancements to myUC there are increased self-service options for students, and the application and enrolment process is much faster and more user-friendly.

This has meant a significant decrease in calls to the Contact Centre asking for help with enrolment or problems with the system – calls about help with enrolment are down 20% compared to the same period last year, even though the total number of applications is higher.

“The Student First Programme is great for us…it’s made our lives easier and simpler. We look forward to every release – we don’t know how we got through without the ourUC staff portal!” – Acting Contact Centre Team Leader, Jane Pearce

With less time taken up on basic queries or system issues, the Contact Centre team have more time to spend on high value tasks and assisting customers with more complex enquiries. Student First Programme team members have supported them with training and by sitting with the team to understand their needs. This means releases have gone smoothly and the team can focus on what they do best, providing excellent customer service.

The latest exciting development is the ourUC staff portal, which allows UC staff to apply on behalf of a student and perform admin tasks in myUC. The Contact Centre were the first to get access to this new feature, which has made an enormous difference to their work and ability to efficiently help students. Their feedback will help inform future developments.

If you’d like to know more, contact the Student First Programme anytime. We are always happy to provide demos or training for your team so we can help you get the maximum benefit from the new tools we’re developing.

New enrolment experience gets thumbs up

Student feedback on new Course Selector

The Student First Programme is helping prepare UC for the future, and putting students at the heart of our business. It’s focused on transforming the student administration experience so that UC can continue to deliver world-class education.

In 2018 one of our key focus areas has been improving the online enrolment process so that it’s faster, simpler and more certain. Recently we released a new Course Selector tool to help do just that. We asked some students what they thought of it, and you can see their reactions in this video with a comparison to the old UC Student Web experience.

The new Course Selector in myUC will be available for returning students from 27 November 2018, in time for the release of exam results. This means that all students can now complete their enrolment using the new system.

We’re actively seeking more student feedback on the new enrolment experience from students, and we encourage you to pass on any feedback to us at studentfirstfeedback@canterbury.ac.nz.

Celebrating success

Recently the Student First Programme team held a morning tea to celebrate the successful launch of the Course Selector and acknowledge the input of the staff who have made it possible. This has included extensive work on the Academic Regulations and input from subject matter experts across the University.

Deputy Vice-Chancellor | Tumu Tuarua, Professor Ian Wright and Assistant Vice-Chancellor | Amokapua Akoranga, Professor Catherine Moran both spoke how the new enrolment experience has benefited UC students and staff, and acknowledged the hard work that UC staff and the Student First Programme team have put in to make this possible.

The improved enrolment experience is reflected in the positive trends and year-on-year growth in Applications to Enrol so far for 2019 enrolment. Students are moving through the process quickly and smoothly, with minimal issues. We’re looking forward to seeing this continue over the next few weeks as we progress through the enrolment period.

Thank you again to everyone who has supported this important work. We welcome your feedback – contact us anytime at studentfirstprogramme@canterbury.ac.nz

 

Student First Programme: User Community Updates

The Student First Programme is helping prepare UC for the future, and putting students at the heart of our business. It’s focused on improving the student administration experience so that UC can continue to deliver world-class education.

In 2018 our focus has been on improving systems and processes to support conversion and retention of students, delivering 8 projects across the year. We host monthly User Community Updates where our team shares updates on all these projects.

The videos for August and September sessions are now available below. Highlights over the past couple of months have included:

You can also view all our videos  from these sessions on the Student First Programme Intranet page.

We welcome feedback and questions any time and we’re happy to arrange training, demos or information sessions for your team. Get in touch with us at studentfirstprogramme@canterbury.ac.nz

 

Student First Programme: How User Acceptance Testing creates better solutions

User Acceptance Testing explained

Recently the Student First Programme team held a User Acceptance Testing (UAT) session for our new Course Selector, which will be launched in October for Enrolment 2019.

What is UAT and why is it important?

User Acceptance Testing is a critical part of the technical delivery process when we’re building software and other systems.

It’s really important to have people outside the Student First Programme team see what we’re building and give us feedback before it goes live. At UC our participants are often testing on behalf of both staff members and students, so the feedback they provide helps ensure what’s being delivered actually helps to improve the student administration experience.

What happens in a session?

Users simulate real life scenarios, such as selecting courses for a Bachelor of Arts, so they can see how the system will look and perform when students use it once it’s live. We use a test or non-production system for UAT sessions, which means people can safely ‘play’ in the knowledge they can break things and its ok!

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What happens to feedback?

All feedback is collated and reviewed by members of the delivery team to discuss and prioritise feedback, taking into consideration possible benefits, technical constraints and delivery resource.

All feedback is considered, and outside of the sessions you can also provide this by emailing studentfirstprogramme@canterbury.ac.nz

How does this help us build better tools?

Conducting UAT with UC staff means we have confidence that what we’re building is aligned to business requirements and makes the student experience more streamlined and efficient. As a result of feedback gathered during UAT, we’re making 6 additional changes to the Course Selector tool in time for the release.

Thanks to all our participants for their insights!


The Course Selector: Coming Soon

The Course Selector is a new feature in myUC which helps students select their courses with an easy to use ‘shopping cart’ interface, similar to many online services. Through search and filter capability it will help students select courses quicker and with confidence – giving them a faster and more certain enrolment experience, which is one of the key benefits of the Student First Programme.
Read more here.

In July we launched the Course Selector for Certificate for University Preparation students as a pilot, and the feedback so far has been positive.

The Course Selector will be launched in myUC for all new students in late September, in time for Enrolments 2019. Watch this space for more updates!