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:
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
Authentication and Login Confusion
Multiple systems required different credentials
Students had difficulty tracking which passwords worked with which systems
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
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:
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
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
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
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:
New Dedicated Position
Bentley approved a new position specifically to support student onboarding
Content Strategy Improvements
Student Affairs planned to replace static information guides with interactive online resources
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.”
Key Learnings and Transferable Insights
System Integration Matters - Multiple logins and fragmented systems created significant friction; unified access points improve complex organizational experiences.
Research Timing Impacts Results - In-the-moment research (like diary studies) captures immediate pain points that may be minimized in retrospective interviews.
Data Triangulation Strengthens Findings - IT ticket analysis provided objective evidence that validated interview themes and helped prioritize issues.
Evidence Drives Organizational Change - Well-documented user pain points led to a new position; data-driven recommendations result in meaningful structural improvements.
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:
Time the study to coincide with active onboarding rather than during the fall semester
Implement diary studies with targeted interviews to capture in-the-moment experiences