DESIGN THINKING TO IMPROVE CUSTOMER EXPERIENCE 

This project was aimed at re-thinking the Foundation Education Programme for Unitec, and focused on mapping the entire student journey to uncover insights about where and how the programme and in particular the student (or customer) experience might be improved. 

It involved developing and facilitating several workshops with both foundation education students and staff. The outcome was a successful re-brand of the programme.

Mark was instrumental in re-thinking our Foundation Education programme offering. Through facilitated discussions with department staff, current and prospective students he was able to map out the actual student journey and highlighted to us the importance of milestones for this challenging student group. As a result we rebranded the programme to Bridgepoint. Staff came on board quickly and students embraced their new look programme.

Mark seeks to challenge the norm in your thinking, and facililates diverse groups sensitively yet forcefully to ensure you get the maximum benefit out of his time and yours.
— Jeanette Paine - Executive Director of Marketing & Communications, Unitec
Foundation Education staff working through a journey mapping exercise to define the ideal customer experience for Foundation Education students.

Foundation Education staff working through a journey mapping exercise to define the ideal customer experience for Foundation Education students.

Foundation Education students working through an exercise to uncover key sources of influence on their decision-making during the enrolment process.

Foundation Education students working through an exercise to uncover key sources of influence on their decision-making during the enrolment process.