Helping students feel connected and in control of their learning
In partnership with the University of Newcastle
Yesterday
University of Newcastle students must navigate over 10 different administrative systems throughout their educational journey. For equity students who are often first-in-family to attend university or face barriers like relocation from regional areas, these systems can become overwhelming barriers rather than enablers.
Our challenge was to understand this digital experience specifically through the lens of equity students, capturing how administrative systems potentially compound existing challenges in their lives, and determine whether these systems were actively hindering retention and success.
The University of Newcastle needed compelling evidence to influence university-wide changes to better support its equity student populations.
Today
We used a mixed-methods approach with over 350 students through surveys, intercepts, diary studies, and interviews, many conducted in real time on the University of Newcastle (UoN) campus. From libraries to student help centres, we captured honest, in-the-moment accounts of stress, confusion, and system failures. These insights highlighted how overwhelming the transition to university can be, especially for students already facing barriers.
The research culminated in Digital Daze, a microsite featuring 20 unique student stories alongside eight key insights. Our final report included strategic recommendations prioritised by their potential to improve student retention and success.
Tomorrow
This research helped shift UoN’s approach to digital services from tech-led to student-centred. By combining empathetic storytelling with clear evidence of system failures, it exposed the real impact of broken admin processes on student success. It inspired change, empowering the client team to advocate for better systems at executive levels with impossible-to-ignore evidence.
It’s been presented at tertiary education conferences, where it sparked interest from other universities and a student system vendor requesting the research to inform product development. It’s earned recognition through university and industry awards, including “Celebrating Excellence in Higher Education”, demonstrating impact well beyond the original scope.
