The challenge

To communicate with their huge student body in an effective and timely manner, creating engaging content that will support service users during their time with the university, from before starting their studies through to graduation.

It was important to think strategically about which demographic of students are affected by each message, how it would affect them and how best to communicate with either a specific group or the entire student population.

The demographic groups range from domestic students, for example aspiring lawyers, with a high level of English competency, to international students who may require more empathy and our message needs to be clear and concise.

Our task

• Promotion of self-service

• Reduce contact with our service centre

• Visually enhance the student on-boarding processes

• Tailor messaging strategy to specific target audiences

• Consider message accessibility e.g., hearing impairment

• Convey clear guidance on university policies and procedures 

The solution

BPP had a large amount of written comms sent to their student body, especially new students, which included processes for using their portal, registration, visa requirements for international students and other complex procedural, technical information.

Our solution was to change these text heavy instructions into a series of succinct, on-brand, easy to follow videos, featuring subtitles and visual guidance that could be watched multiple times, empowering the students to self-serve where possible.  

Additional benefits of the videos include reducing call volumes and assisting students with a smoother start with the university.