Join us as our peers at Columbia University take you through a step-by-step process of improving the end-to-end international students and scholars' experience by using customer research and ideation workshops to identify user pain points across their journey.
Attendees will learn about:
- The students’ goals, motivations, challenges, frustrations, pain points, needs, and opportunities when interacting with the services at the University.
- Document the student journey when interacting with the international office and University through the different channels and touchpoints, and capture their thoughts, emotions, and insights.
- Coordinate with the service providers to identify the process, challenges, pain points, and opportunities to improve the process.
Bernard Boey is the former Associate Director of User Experience (UX) at Columbia University’s Center of Excellence for Usability and Experience Design. While at Columbia, Bernard was responsible for all aspects of UX. He was a co-founder of the UX Community of Practice and the co-owner of the design system. He is currently working for Fitch Ratings, a financial rating company that provides financial insights. In his new role, he is responsible for designing applications and tools that provide insights to the socially responsible ESG (Environmental, Social and Government) financial community.
Ben Canning-Pereira is the Assistant Director for Communications at Columbia University’s International Students and Scholars Office (ISSO). His role includes the implementation of user experience techniques across all platforms (website, email, interactive forms) and managing social media engagement for over 14,000 international students, faculty, researchers and visiting scholars from over 150 countries.