Creating a student experience framework for a student at an RTO involves detailing the journey from the point of initial interest or contact through to graduation and beyond. This framework, presented in a journey map format, encapsulates key touchpoints, emotions, expectations, and experiences students encounter.

A journey map, often referred to as a customer journey map, is a visual representation or diagram that illustrates the steps your customers go through in engaging with your company, in our scenario we want to create a student journey. The goal of a journey map is to gain a deeper insight into the customer’s needs, perceptions, and pain points as they interact with your business. Here are the key components and purposes of a journey map:

Here’s an outline of such a journey map: 

Awareness and Interest 

– Touchpoints: Social media, RTO website, word of mouth, education fairs. 

– Emotions: Curiosity, excitement, uncertainty. 

– Actions: Browsing course options, attending information sessions, speaking with current students or alumni. 

– Expectations: Clear information on courses, career outcomes, and entry requirements. 

Application and Enrolment 

– Touchpoints: Online application portal, email communication, enrolment forms. 

– Emotions: Anxiety, anticipation. 

– Actions: Completing application forms, submitting necessary documentation, receiving confirmation of enrolment. 

– Expectations: Transparent application process, timely communication, clear instructions for next steps. 

Orientation and Induction 

– Touchpoints: Orientation day, online learning management systems, student handbooks. 

– Emotions: Overwhelm, eagerness, belonging. 

– Actions: Attending orientation sessions, accessing course materials, meeting instructors and peers. 

– Expectations: Comprehensive orientation, support services overview, engagement opportunities. 

Engagement and Learning 

– Touchpoints: Classroom sessions, online modules, group projects, practical placements. 

– Emotions: Challenge, satisfaction, frustration, accomplishment. 

– Actions: Attending lectures, completing assignments, participating in group work, applying learning in real-world settings. 

– Expectations: Engaging content, supportive teaching staff, practical experience, feedback on progress. 

Support and Services 

– Touchpoints: Student services, career counseling, tutoring, technical support. 

– Emotions: Relief, gratitude, confidence. 

– Actions: Seeking academic support, accessing career services, utilizing health and wellbeing resources. 

– Expectations: Accessible support services, helpful staff, resources for personal and professional development. 

Assessment and Feedback 

– Touchpoints: Exams, project submissions, performance reviews, feedback sessions. 

– Emotions: Nervousness, determination, reflection. 

– Actions: Preparing for assessments, submitting work, receiving and reflecting on feedback. 

– Expectations: Fair and transparent assessment processes, constructive feedback, opportunities to improve. 

Completion and Graduation 

– Touchpoints: Graduation ceremony, completion certificates, alumni network. 

– Emotions: Pride, joy, nostalgia. 

– Actions: Celebrating achievements, receiving qualifications, joining alumni network. 

– Expectations: Recognition of achievement, transition support, ongoing engagement opportunities. 

Post-Graduation 

– Touchpoints: Alumni events, further study options, employment services. 

– Emotions: Optimism, ambition, connection. 

– Actions: Engaging with alumni network, pursuing further education or employment, contributing back to the RTO community. 

– Expectations: Continued support, networking opportunities, career advancement resources. 

This journey map highlights the multifaceted nature of the student experience at an RTO, encompassing the emotional, procedural, and developmental aspects of the educational journey. It underscores the importance of each phase in contributing to a holistic and positive student experience.