How might we transform UBC's student communication strategy and service delivery model in the face of increasing student diversity and limited student media attention?
 

We were confronted with a fragmented communications ecosystem where students received information from a wide range of sources that weren't always alined. Our challenge: to redesign student-facing communications to reduce redundant inquiries, increase service adoption, and create a more equitable resource allocation across departments. 

Streamlined communication processes across departments

Enhanced student access to services and reduced communication barriers

Improved resource allocation efficiency

Created a scalable framework for future cross-departamental initiatives

Framework to foster a collaborative institutional culture

Established clear metrics for communication effectiveness

Students struggled to navigate UBC's complex web of services and communications. Multiple departments sent information through various channels without coordination, leading to confusion and missed opportunities for student support. The wide range of students needed individually different information. The institution needed to shift from department-centred to student-centred communication.

Comprehensive ecosystem map

Student personas and journey maps

Communication principles framework

Communication planning matrix

Validated landing page prototype

Implementation roadmap