Case Study: Navitas achieves a world-class digital student experience with Deepend

Navitas engages Deepend to uncover 19 student journey improvements

Navitas, a global tertiary education provider, faced the challenge of improving its digital customer experience for students across its international pathway programs. The company engaged Deepend as its digital customer experience (DCX) partner to undertake a comprehensive design research initiative aimed at transforming the student journey.

Deepend implemented a solution driven by deep customer research, including ethnographic studies and one-on-one interviews, which uncovered 19 distinct problem areas. The vendor then facilitated co-design workshops with stakeholders and students to ideate solutions, leading to the creation of five live prototypes. This process resulted in several "quick win" implementations and broader engagements, including full-scale pilots. The project's impact was significant, involving over 70 stakeholders and successfully balancing competing agendas within the multi-billion dollar organization to drive the change initiative.

Navitas