Bentley Undergraduate Onboarding Experience

Executive Summary

As part of a UX research team of four, I investigated the undergraduate onboarding experience at Bentley University to identify pain points in the process.

Through a mixed-methods approach using IT ticket analysis and interviews, we uncovered significant issues with task discovery, system navigation, and software familiarity.

Our recommendations led to the creation of a dedicated onboarding administrator position, the development of interactive resources to replace static guides, and the establishment of a parent portal to improve support systems.

This project demonstrated my ability to translate complex user experiences into actionable insights for organizational change.

Team-developed FigJam Affinity Map

The Challenge

The Bentley administration recognized that incoming freshmen were struggling with the onboarding process, but lacked specific insights into where and why students were experiencing difficulties. New students faced an overwhelming number of tasks to complete before starting their fall semester, with incomplete tasks potentially blocking their ability to begin their university education. The fragmented nature of these tasks across multiple systems created a confusing experience that was difficult for students to navigate.

Key challenges included:

  • Students had trouble identifying all necessary onboarding tasks

  • Multiple login systems created confusion and access issues

  • New students lacked knowledge of unfamiliar software tools

  • On-campus resources were difficult to locate

Methodology

Why We Chose These Methods

We selected a multi-method approach to triangulate findings and gain both breadth and depth of understanding. Stakeholder interviews provided context and system knowledge, while student interviews captured the lived experience. IT ticket analysis offered objective data on where students were actively struggling during the onboarding process.

Research Methods

  • Stakeholder Interviews

    • Met with IT department stakeholders and the Executive Director of Onboarding and Student Orientation

    • Created process flow diagram to visualize the current onboarding timeline and requirements

  • Guerrilla Interviews (Cafe Studies)

    • Two team members conducted brief 10-15 minute conversations with 23 students in the student center

    • Used insights to inform the script for in-depth interviews

  • In-depth Student Interviews

    • Held hour-long Zoom sessions with 13 students

    • Included screen sharing to better understand student interactions with systems

    • Asked students to describe standout experiences from summer onboarding

  • IT Ticket Analysis

    • Reviewed and coded 642 support tickets from the previous summer

    • Categorized tickets into 13 codes to identify common issue types

    • Analyzed ticket volume by month to identify timing of specific challenges

  • Qualitative Data Analysis

    • Used Dovetail for interview coding and analysis

    • Conducted affinity mapping in FigJam to identify key themes

    • Cross-referenced IT ticket data with interview findings to validate pain points

May

June

July

August

To briefly summarize the above diagram:

In May, students pay their deposit, and get access to a constantly updating checklist of tasks.


In June, they have a math placement test and an essay for writing placement, and must do tasks relating to housing and the health portal.


In July, they register for classes and submit a photo for their ID.



In August, they complete various self-paced onborading information modules, pay their bill for classes, handle health insurance, and move in on campus.

Analysis Results

Our analysis identified six major themes from the interview data:

  • Digital habits and tools

  • Devices

  • Process fragmentation

  • Bentley Connect Checklist

  • Workday

  • On-campus information resources

From the IT ticket analysis, we found that the most common issues were:

  • Account access and authentication (particularly early in the onboarding process)

  • Email account setup (critical as the single sign-on method)

  • BentleyConnect access issues (peaking in June when students were actively using the checklist)

  • Workday-related problems (spanning multiple categories including access, information accuracy, and task completion)

Number of tickets by category

Affinity mapping themes in FigJam

Top 5 ticket types by month

Key Findings

Our research revealed four primary challenges in the onboarding experience:

  1. Hidden or Unclear Onboarding Tasks

    • Students struggled to locate all required tasks

    • Some tasks (like athletic requirements) were communicated through separate channels not included in the main checklist

  2. Authentication and Login Confusion

    • Multiple systems required different credentials

    • Students had difficulty tracking which passwords worked with which systems

  3. Unfamiliar Software Tools

    • Students needed instruction on how to use essential tools like Excel, Outlook, Blackboard, College Scheduler, and Workday

    • Orientation did not include sufficient training on these platforms

  4. Difficulty Finding Campus Resources

    • Students struggled to discover instructional sessions for time management and other skills

    • Support was often provided by upperclassmen rather than through official university channels

Solutions and Recommendations

Based on our findings, we developed targeted recommendations to address each key pain point:

  1. Improve Task Discovery

    • Conduct an entry-point audit to identify gaps and repetition in the checklist

    • Work with content designers to clarify existing checklist items

  2. Streamline Authentication

    • Reduce the number of different logins required where possible

    • Clearly identify which portals require separate credentials

    • Suggest students bookmark portal links

    • Introduce password vault solutions for credential management

  3. Enhance Software Training

    • Create explicit instruction for student tools in collaboration with experienced upperclassmen

    • Develop video tutorials and in-person instruction options

    • Improve access to difficult-to-locate tools like Blackboard

  4. Increase Resource Visibility

    • Consult with upperclassmen to identify gaps in university offerings

    • Improve communication about available resources

    • Create centralized resource directory

Impact and Outcomes

Our work resulted in significant organizational changes:

  1. New Dedicated Position

    • Bentley approved a new position specifically to support student onboarding

  2. Content Strategy Improvements

    • Student Affairs planned to replace static information guides with interactive online resources

  3. Enhanced Support Systems

    • Development of a parent portal for onboarding tasks

    • More consistent communication to leverage family members as partners in the experience

The Executive Director of Onboarding and Student Orientation acknowledged the value of our research, stating:

I am really grateful for the insight your work has provided as we move forward.
— Executive Director of Onboarding and Student Orientation

Key Learnings and Transferable Insights

  1. System Integration Matters - Multiple logins and fragmented systems created significant friction; unified access points improve complex organizational experiences.

  2. Research Timing Impacts Results - In-the-moment research (like diary studies) captures immediate pain points that may be minimized in retrospective interviews.

  3. Data Triangulation Strengthens Findings - IT ticket analysis provided objective evidence that validated interview themes and helped prioritize issues.

  4. Evidence Drives Organizational Change - Well-documented user pain points led to a new position; data-driven recommendations result in meaningful structural improvements.

  5. Consider Support Networks - Expanding focus beyond primary users to include parents as partners revealed additional improvement opportunities.

Reflection

If conducting this research again, I would make two key adjustments:

  1. Time the study to coincide with active onboarding rather than during the fall semester

  2. Implement diary studies with targeted interviews to capture in-the-moment experiences

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