Case Study

Strategic Roadmap to Guide Junior College Transition to 4-year College

As Pensacola Junior College transitioned from a two-to a four-year college, Story+Structure and Pensacola State College developed a strategic roadmap resulting in a "student-first" approach.

pensacola.jpg

Solution

  • Developed a strategic roadmap to guide resulting in a "student-first" approach to new business processes, marketing communication, recruitment efforts, and workflow automation

Challenges

  • Institutional “inertia”

  • Scaling a new identity across a campus, a city, and a region

  • Recent Gulf Oil spill effect on local economy


Project Details

Defining the Starting Point: The College Website

Established in 1948, Pensacola State College (formerly Pensacola Junior College) has a long and storied history as the region’s first institution of higher education. The college is made up of three very distinctive campuses: traditional undergraduate, graduate, and adult education; medical education; and agricultural education. Affectionately known as the “PJC,” the college undertook a rebranding effort to better reflect the four-year degree programs it offers.

PSC sought to reinforce its new identity to positively affect external perception, enrollment, and the overall student experience. It looked to its website, the most visible and powerful communication platform, as a key place to start. PSC selected Story+Structure to lead a strategy engagement to guide the College's Marketing and IT teams, who would implement the recommendations.

To begin, Story+Structure and PSC Marketing and Communications department teamed up to better understand the opportunities and challenges from three perspectives:

  • The College — How do the existing strategies, people, workflow, technology, and campus culture support the rebranding effort?

  • The Students — What are the wants, needs, and challenges faced by students?

  • The Marketplace — What competitive position does the College occupy and how is it perceived relative to its goals?

The team worked closely with all the various departments of the college from all three campuses. This encompassed the college president, administrative and academic leadership, academic departments, institutional development, public safety, and key staff and faculty. We also conducted a stem-to-stern analysis of the current online experience, including an audit of technical infrastructure and workflow.

Casting a Wide Net

To better understand the wants, needs, and challenges of PSC's students, we surveyed current and prospective students, interviewed students in groups and one-on-one, and toured all three campuses — each campus varied tremendously in culture and academic offering.

The team especially wanted to focus on adult learners and military veterans, who, despite past marketing promises, felt underserved. For example, in a group interview, it was revealed that there was an informal veterans group that met regularly on campus since there was no formal veterans group. Furthermore, the group felt that PSC should be more mindful of its military students and should undertake the construction of a memorial that was very important to this group.

Looking at the marketplace and region, we paid close attention to the changing climate of the Pensacola area. The Gulf Oil disaster and the changing military presence affected the region's tourism and workforce needs. The growth of nearby for-profit colleges and the establishment of the University of West Florida also impacted PSC.

Surveying the Results

The team's thorough and immersive discovery process empowered the college to:

  • Better understand the cultural and political climate on all three campuses among the academic departments, information technology, and senior leadership;

  • Identify "best practices," and ground our recommendations in students and staff real-world needs; and

  • Understand the impact from local regional factors.

From this, the college could start building a framework for a more collaborative culture, starting with the adoption of a "students-first," human-centered approach for designing the new website and vetting future and new solutions.


PSC-2.jpg

Solution: A Framework for Change

Redesigning a website experience for a college or university can be a very exciting but daunting task. For a successful outcome, it is imperative to determine a realistic scope to mitigate risk and successfully manage budgets, resources, expectations and timelines. 

The team decided that a phased approach would be most optimal, with the first being to tackle the most critical needs affecting the college’s target audiences as they relate to brand perception, recruitment, marketing and communications, student services, and institutional development/alumni relations. We grouped the design recommendations into four key categories: (1) Organization, (2) Communication, (3) Content and (4) Usability.

Key Recommendations included:

  • Become more student-centric - Students are the most important group using the website. A human-centered approach to design – including a Student Advisory Team – ensures that the new website and other future projects will resonate with students’ needs, wants, and behavior and increase the college's value proposition.

  • Transform the website into a strategic communication platform - The website is the most public-facing, communication platform for Pensacola State College. The success of the new website depends on a variety of departments working collaboratively. We recommended that Marketing and Communication lead the process. This helped better align branding, positioning, and better support recruitment, student services, alumni relations, and institutional development.

  • Develop comprehensive user personas - Given the breadth of the college's courses and programs, developing user personas of all the various students (prospective, current, recent graduates, alumni) reflects a human-centered organization. The team also recommended developing personas representing the various staff who use the website in their daily duties. Based on this deeper understanding and empathy for the various users, the college will be able to design a better experience for everyone.

  • Design by storytelling - The website is more than a set of files, forms, and functions—it is a human experience. By utilizing user personas to tell relevant stories, we aimed to ensure that the website connects with, and solves real issues for, real people. "By centering around a specific theme or character, the uncoordinated elements of an experience all have a clear goal and purpose. With storytelling, a diverse team creating a website or application can collectively link together the tangible elements and create something that is a meaningful experience and is more than just bits and bytes."

  • Establish a collaborative approach to content - Leveraging technology and staff expertise, communication is better managed on a larger scale and bottlenecks eliminated through a new a content management system and distributing publishing process. Newly established groups, e.g., Senior Advisory Team and a Student Advisory Team can ensure that strategic goals are being met while maintaining a student-centric culture.

Initial Outcomes

With a strategy mapped out, Marketing, Communication, and IT redesigned the website so that:

  • The information design is more human-centered with simpler, more intuitive navigation and a clear focus on marketing and recruitment;

  • The overall look, brand, and feel is much more inviting;

  • Key audiences can easily self-identify, calls-to-actions are clear, and the value proposition of the College is front and center.


Client Feedback

In some higher ed environments the student’s experience is ignored, or forgotten. Not with Story+Structure. Their approach was professional, detailed and thoughtful. The end result was an analysis that was comprehensive. I appreciate working with such knowledgeable individuals.
— MaryEllen Roy, Director of Marketing