Date: 8/29 ; 8:30 PM
We had a great first meeting! First, we reviewed initial feedback from our 8:00-8:30pm meeting with Amy and Rebecca. They asked some good clarifying questions and pointed us in the right direction with things to follow up on (financial model, SFF’s as a reference, mapping out the current process, etc.) Amy will send us some email contacts so we can find out more about the current SFF process.
As a group, we then reviewed the class assignment due September 11th (Situational Analysis) and worked through it together. Afterwards, we talked through the full list of deliverables for the Capstone and assigned responsibilities! We each know what to work on before we touch base again. Next meeting is scheduled for Sunday, September 11th.
- Feedback from Amy/Rebecca:
- DEI initiatives are changing everyday
- That’s a huge burden for a school when you’re trying to educate students
- Let us take this off your hands and handle the process for you.
- Front end and back end administration
- Subscription – what’s it based on (number of students pricing model)
- Implementation free and subscription fee
- Change management system – need buy in from people (process and people change)
- How do you push for the cultural change that’s needed to get people on board with the tech change – adoption and mindset issues – inform marketing surrounding the product.
- KPIS – # of student inquiries, # of resolutions
- Joe diset – sffs person at temple & jeana – key that unlocks encrypted data
- Current process – pain points
- Heres out processes changes that
- How do we approach this – Build this for temple –
- Tuportal? Vs 3rd party? – build on
- Security vs maintenance – DEI initiatives are changing everyday – we are finding new and better ways to make people safe – which is a huge burden – let us take that – give us some way to validate.
- Think about the backend administration – how easy is it for DEI folks (the actual ombuds person) Make it easy for the other side.
- Financial model – subscription base or CRM – users – subscription based on number of students. What is the model – how to effectively charge for this.
- Technology and change management support for places that onboard – new and improved tech process SaaS product that does a better job of moving in a meaningful way – People have to know how to use the technology and there should be education around it that is useful in marketing – DEI modules that are part of the change management system. Tech is only as useful as people who have bought into it.
- Culture and process change – education in addition to tech process. Building out – how do you push for culture change that will be needed for people to use tech. Broader culture informs the tech.
- How do we push this to the administration – who are the customers –
- Universities are buyer – to integrate into system – change in measurable KPIs – successful inquiries – solved complaints – how do you help them be successful.
- Joe duesette – Gina Calavazeri – Dean of students – Amy Powell – Andrea Caparelli- Title 9.
- Map current process – sad student
- Here’s how we make it better
- Map current process – for legal side
- Here’s how we make it better
- Better rough draft – in a meaningful way is helpful.
- Feedback – ask questions – different deliverables but the projects are the same – feedback from folks that are conflicting? Take in feedback and figure out best path –
- Think thoughtfully through feedback – reach out with questions.
- Mentors –
- Repository of documents in Capstone site – Brand the capstone site or use as repository. Might make a deeper connection to project.
- 2 group meetings per month – high level notes –
- Action items and following up.
- Jody Vicky
Date: 9/11 ; 7:00pm
- Getting on the same page for September 16th deliverables
- Interview with Doug Wager (Recap with Jason!)
- Backend needs streamlining, we’re on the right track!
- More people/potential users to interview
- Some feedback from current system:
- “You’re biased, you’re part of the university!”
- Ombuds is a third party – it’s not biased. Complaints will be carefully tracked + handled.
- Reviewed Project Plan as a group – website? Powerpoint?
- What’s the motivation for universities to pay for this?
- Goal is creating a seamless experience for users that creates effective action.
- We’re meeting with our student advisor tomorrow evening (9/12) at 6:30pm.
Date: 9/18 ; 7:00pm
Attendance: All team members.
Talking through some preliminary dashboard options for the app design
- Let’s start with the customer journey!
- Map out the awareness, consideration, and purchase decision (thought, action, experience)
- 2 journeys: one for schools and one for student users
- KPI’s to keep in mind: logged complaints, “average days to resolution” based on complaint type, content/site engagement, etc.
- Another competitor to consider – current systems!
- What are the pain points?
[Working together on the Objectives & Measurement Strategy Assignment]
Thinking about marketing channels
- Email marketing to students from the university
- Make it part of student orientation
Thinking about customer service – chatbots, forum,
- Live chat for administrative customer service, etc.
- Live chat for end users : always anonymous
- Ticketing options
- Discount amount cohort? Sister schools.
- Discounted referral
Date: 9/19 ; 7:00pm
Attendance: Amy, Becca, Demi, Olivia, J, Hilary, Kate
Notes: We talked more about marketing to our buyer – university stakeholders & also about competitive analysis and the survey.
Date: 10/2 ; 7:00pm
Attendance: Demi, J, Kate, Janice, Kirsten
Notes: Discussed upcoming deliverables and split our digital analysis between the User, Ombuds, and the University. Worked on the technology/actions each party would potentially do on the app. Discussed research and datasets to use for our data model. Will reach out to Rosa for potential information on Temple University’s DEI data. Planned next meeting for 10/9.
Date: 10/10 ; 7:30pm (meeting with Amy + Becca at 8:00pm)
Attendance: Jason, Demi, Kirsten, Olivia, Kate, Hilary
Notes: Reviewing feedback from Kim/Greg and discussing the KPI’s to focus on. Talking through customer touchpoints and a potential financial model. Exploring “customer loyalty” as students finding value and trusting their university to take action.
Reviewing deliverables for Sunday, October 16th.
Feedback from Amy/Becca –
Digital Analysis – Process Flow Diagram/Swimlane (3?)
- User submits a ticket
- User wants to update submitted ticket
- University handles the ticket and moves process along
Competitive Analysis – Pro/Cons Checklist Box Comparison
Visualize outcomes – For storytelling purposes, include some more data visualizations to highlight information
Show the chaos in your competitive comparison – ties into the process map. What are the other options? Besides buying your product?
Other Apps, Paper manual systems, doing nothing, visualize the competitive analysis. What is lacking?
- What are the negative effects on the university if they do nothing? What do they get out of it if they invest in our system? In talking to the universities, what do you think is the opportunity? Are you helping them avoid pains or achieve gains?
- What’s the actual negative outcome for the university to do nothing? It increases risk. Escalating situations, litigation, PR nightmares, etc. Our platform helps reduce your risk of those outcomes because we do X, Y, and Z. What language does your buyer speak? Tell them how you’re going to address the things they worry about. Saving money. Streamlining.
Date: 10/11 ; 7:30pm
Attendance: Jason, Olivia, Kate, Demi, Hilary
Demi made a beautiful figjam process map for each of the processes we’re examining. Jason helped explain details. Distinguishing between formal and informal submissions. Informal can be either anonymous or not but formal cannot be anonymous. If they’re filing as anonymous, the user would need to understand that they’re opting OUT of a formal investigation.
- Deliverable for 10/16
- Brand persona
- Survey to send out
Next meeting: 10/16 at 7:00pm (meeting with Kim scheduled for 7:30pm)
Date: 10/16 ; 7:00pm (7:30 meeting with G&K, 8:00pm meeting with Collie)
Attendance: Jason, Olivia, Kate, Kirsten, Janice, Hilary
Ethics and Compliance Hotline – Navex is a confidential third party company that Temple is currently using. No one has mentioned it to us yet (!), so how many people are even aware of it? We can leverage this: “Apparently, the university already has something like this, but no one even knows about it.” Is there data on students using it in the past? Has it ever been successful?
Talking through feedback with Kim & Greg
- End-user experience
- Focus on what Navex is struggling with and where we can improve on the service.
- Ultimately, having all of that data centralized, is a huge amount of power.
- It feels solutions-focused
- Having the system work smoothly is the advocacy side
- Striving for social change and accountability
- Value proposition and messaging strategy
Discussion with Collie
Talking about room to grow nationally
Date: 10/25 ; 7:00pm
Attendance: Demi, Kirsten, Jason, Kate, Hilary, Olivia
Working on our next assignment: Activation + Resource Plan
Editorial calendar, social media posts – brand awareness campaign
Special event: “Take Back The Night” – promotion period for awareness, leading up to event
1st campaign: focus on sexual harassment awareness – B2B2C
2nd campaign: include KPI’s/metrics (evergreen campaign) – B2B
- Case studies, infographics, reports, trends, white papers
Email marketing campaign