Online Customer Experience Design

Enhancing the Online Student Experience

Westwood College Online (WOL) is a rapidly growing for profit provider of educational services. Based in Denver, the company operates both online and campus based educational facilities across the country. Management engaged The Customer Group to assess and design method for more rapidly scaling while maintaining only the highest quality customer (student) experience. TCG partnered with WOL in evaluating current and designing new practices and tools for student interaction.

TCG also designed a measurement capability to use in assessing on-going customer interaction performance. TCG created both the “blueprint” and an implementation plan or “roadmap” used to guide the improvement efforts. Results ranged from increases in efficiency, reduction in cost and improvement in student retention.

Client: Westwood College Online
Industry: Education
Geography: National
Components: Vision, strategy, current state, future state, blueprint, roadmap