COVID has accelerated the capacity of institutions to deliver an high-quality student experience

The COVID-19 pandemic has had a profound impact on the capacity of institutions to deliver an excellent student experience. National student experience data reveals a decline in student satisfaction during the pandemic. While there was some decline in student satisfaction, the result has been accelerated solutions to the challenges faced by institutions in providing a high-quality experience.

In our recent conversation with Professor Mahsood Shah, several key themes emerged that contribute to a high-quality student experience. These include flexibility, personalized student support, just-in-time learning resources, engaging teaching methods, innovative use of teaching resources and technologies, and effective assessment design and feedback.

Remarkably, almost all of these indicators have been positively affected by the impacts of the pandemic. As institutions have undergone transformation to meet new requirements and differentiate themselves, the pace of change has accelerated, leading to an improved student experience.

Teaching methods have undergone significant changes, with institutions moving away from traditional face-to-face lectures and exams. Increasingly, priority is given to incorporating innovative technologies into teaching and learning processes. Moreover, institutions are developing learning resources that cater to both face-to-face and online delivery. This shift represents positive progress, as the lessons learned during the pandemic are driving the implementation of innovative ideas and technologies.

Flexibility, a crucial aspect of the student experience, has reached an all-time high. This includes not only the delivery of courses but also assessment methods, which students consider important. Furthermore, student support has become more personalised than ever, as institutions have turned to digital platforms that can track student experience and sentiment, identify at-risk students, and provide individualised responses to issues. These platforms offer both individual support and high-level data to inform transformation strategies.

Professor Shah emphasises that a significant and positive shift is underway. The pandemic has provided valuable insights, prompting institutions to implement innovative ideas and technologies in the right direction.

However, these changes come with challenges. Professor Shah highlights staff resourcing as a notable concern. As student enrolment recovers, it is crucial to align growth with adequate resources. Failing to do so will significantly compromise the student experience.

Additionally, relying solely on lagging indicators like national experience surveys puts institutions at a disadvantage. In such a rapidly changing landscape, it is essential to gather regular student feedback to devise effective strategies and interventions, and monitor impact of change. This inclusive approach involving key university stakeholders is particularly crucial.

By embracing technology, providing personalised support, and creating a strong sense of community, institutions can create a student experience that is both effective and engaging. These goals haven't significantly shifted, rather the ability to achieve them has simply accelerated.