Student Journey Transformation Programme Update

The Student Journey Transformation Programme will comprehensively transform the processes and technology deployed by the University in its engagement with students – from the first point of contact with them, going right through to them becoming an alumni of the University. It will:


  • Improve our ability to deliver and support non-standard provision (e.g. Continuing Professional Development, Transnational Education and apprenticeships)
  • Provide better information to support student retention and progression
  • Enhance student support and the way we provide services to students
  • Simplify processes and update systems across the student lifecycle
  • Provide a modern infrastructure from which to compete in the current and future market


A transformation of this scale is crucial if we are to take the University’s strategy forward in an effective and sustainable manner, putting students at the heart of our University and enabling greater agility and flexibility for the future.


Mapping out Current Processes

Colleagues from Student and Academic Services , Information Systems and Digital Services, Finance and Legal Services have been involved in mapping our current ‘As Is’ processes as part of the first phase of the programme. Over 820 process maps and several thousand activities have been identified and recorded across the following areas:


  • Marketing and Student Recruitment
  • Applications and Admissions
  • Funding
  • Get Ready, Induction and Enrolment
  • Fees and Finance
  • Course Engagement and Support
  • Assessment Support and Feedback
  • Progression and Award
  • Graduation
  • Alumni and Development
  • Curriculum Management
  • Timetabling
  • Examinations
  • Student Access and Support, including Hubs
  • Third Party Relations
  • Performance Management and External Reporting
  • IS Systems and Services


In addition, over 3,000 pieces of metadata have been identified. Examples of Metadata can include the resource, time, frequency, system touchpoints and customer touchpoints that each process contains. This is a very positive start that has been acknowledged by the Programme Sponsor, Professor Karen Moore.


The current processes and associated data have been validated by the Head or Director of each area to ensure they have been captured and recorded accurately.


Work will now commence to start mapping out future improved processes and operating models. Input into this work will be sought from students and academic and professional services staff from across the University. Each process will be checked against key principles, constraints and different student types to ensure it is robust.


Next Phase – March to June 2017

The next phase of the programme will see the completion and agreement of future processes, systems and operating methods. In parallel, we will also undertake a review of solutions in the marketplace that could operate, support and enhance the delivery of these new models. This phase of work will be completed towards the start of the summer.


Your Feedback

We look forward to keeping you updated on the programme through regular articles in ManMetLife. We welcome your feedback and input, so please email any questions or suggestions to