Info

Audience: New Students and Staff

Tools used: Animaker

KPI: Reduce the number of student complaints around policies by 50%. Reduce the number of inquiries from staff for clarification of policies by 20%.

The Problem

Inconsistencies arose within the staff’s communication of policies to students, resulting in student bewilderment and grievances due to the ambiguity and irregularity of information dissemination. Furthermore, certain staff members opted to omit more stringent policies, apprehensive that their enforcement might deter prospective students.

The Solution

Following a comprehensive survey and in-depth discussions with key stakeholders, including admissions counselors, student services, the financial aid department, senior management, and the president of the online division, it became evident that a more approachable and light-hearted approach was necessary when addressing our stringent policies.

My proposed solution entailed producing an animated video using Animaker, focusing on the most crucial policies. Collaborating closely with subject matter experts from Admissions, Student Services, and Financial Aid, I meticulously identified and mapped out the most pressing questions and concerns voiced by students.

Subsequently, I developed a prototype, solicited feedback from various departments, engaged in iterative refinement processes until achieving satisfaction, and brought the project to life.