The University of Otago developed a Learner Success Plan to create a more equitable, learner-centred university experience. The university already performed strongly across national education measures, and this plan aimed to build on that by ensuring there were no persistent achievement gaps amongst various student cohorts. The strategy set a long-term vision to support students holistically, strengthen cultural belonging, and align teaching, systems and technology around student success.
Despite robust support services and high overall performance, University systems can be complex to navigate. A vast array of course options can cause confusion amongst students. A one-size-fits-all approach was unlikely to be fully effective for an increasingly diverse student population.
To understand the current student experience, we ran in-depth research interviews with stakeholders and subject-matter experts, alongside co-design workshops with diverse student groups such as Māori, Pasifika and international students.
We used the insights gathered to develop a high-fidelity end-to-end journey map. The work identified critical experience gaps, risks, and opportunities across the learner journey. The resulting insights and recommendations report informed executive prioritisation of strategic investment in support services, culturally responsive design approaches, teaching and learning technology, and clearer academic pathways, helping create a more inclusive environment aimed at improving learner retention, completion, and overall student success.
