I am an introvert. Apparently that means that I recharge by being alone, and I would prefer to not have to interact with people when engaging in commercial, administrative, and secretarial work. Rather, I would prefer that websites provide self-help features that are intuitive and powerful enough to address my requirements without the need to engage in discourse.
Other types of people would prefer to interact with a salesperson and experience more of a “white glove” type of service.
Michael Chui at Gartner refers to this concept as one of “delight vs. ease-of-use”. On the one hand, you have the idea of high-touch service; the type where not only do you talk with the salespeople, but they offer you donuts and champagne while you shop. Some people enjoy this type of experience very much.
The alternative is “ease-of-use” and speed to completion. This is the idea that I don’t need anyone’s help to get through whatever process is in front of me. The customer experience has been orchestrated so well as to empower me with all of the tools necessary to complete the transaction myself with little to no interaction with customer support.
Historically, it was difficult to bring these two concepts together in higher education admissions software. After all, higher education can be complicated, with nuances that depend on infinite criteria such as program, level of education, or citizenship just to name a few. The applicant experience, therefore, was either overly simplified to an almost one-size-fits-all application, or the process was very laborious and required much hand-holding and human intervention.
But what if we could have a higher education admissions software that could support infinite complexity while requiring minimal IT support? Imagine a world where the operational teams were empowered to make changes to the front end system whenever necessary to accommodate new admission requirements without rewriting software code.
With Digital Experience Platforms (DXP), colleges and universities can take advantage of clicks-not-code configurability of their higher education admissions software to create amazing constituent experiences. And in the process, they will delight all introverted applicants by delivering a highly intuitive and personalized experience that significantly reduces the need for laborious and unnecessary tasks.
Contact us to schedule a demo of our higher education admissions software solution.
