Building a Customer Journey
Collective Intelligence Conference
Interactive Online: February 2021
This conference brought together a variety of stakeholders and practitioners from different European Institutions to exchange and discuss the welcoming and onboarding processes for international master’s and doctoral students.
What is the Collective Intelligence Conference?
During the Collective Intelligence Conference we drafted the ideal customer journey for masters and PhD’s. We used the input of all participants, thus calling it “collective intelligence”. During the event, our moderators, supported by a team of students, collected ideas, best practices and presented them to the entire group. We divided each section of the customer journey by 3 phases: Attractiveness, Selection & Application, Formalities – First Days, and Onboarding – First 100 Days.
We therefore developed two Customer Journeys:
- Master’s Track: The Ideal Welcome Process for Master’s Students
- PhD Track: The Ideal Welcome Process for PhD’s
Expert Meeting Results
During the conference, an expert meeting was held on each of the following topics: Admissions, Intro Programs, the International Classroom, and Onboarding. Below you will find illustrated minutes from what was discussed in each of these meetings, as well as the text outlines of these illustrated minutes.
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Customer Journey Results
After a week of conferring with the conference participants virtually, the following draft Customer Journeys were created from the discussions held in each expert meeting and collected in Jamboard form. Below you can find the results that came out of each of these meetings for each phase.
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Customer Journey_Admissions Phase Results
Customer Journey_Introduction Programs Phase Results
Customer Journey_Onboarding Phase Results
Customer Journey_Recap Results
Event Program
To read more details about how we set up and organized this event, please see our event program.