Investigating the Applicant Journey : A Case Study in the English Vocational Education and Training in Business Qualification
Murgan, Manimala (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024121134722
https://urn.fi/URN:NBN:fi:amk-2024121134722
Tiivistelmä
Given the increasing importance of the applicants’ experience, the student admissions department in Omnia wants to create an enjoyable and rewarding application journey that ultimately attracts a pool of highly qualified candidates and nurtures their academic achievements. The study was aimed at applicants in the English vocational qualification in Business studies at Omnia.
The purpose of this study is to find out the applicants' satisfaction levels, challenges, and pain points that they experienced during their application process. The goal is to improve the online application by gaining a good understanding from the experiences the applicants had during their application journey from their perspective. Addressing applicants' challenges and difficulties will positively contribute to the enhancement of the online application process through providing a smooth and user-friendly experience.
This study utilizes the Double Diamond design, where the data were collected using qualitative methods. The collected data were then interpreted using inductive thematic analysis. The findings were finalized, and actions for further improvement were identified and highlighted using the Fishbone Diagram and the 5 Whys technique. In the final stage, the author proposed solutions as a foundation for continuous improvement in the process of enhancing the online application in the coming years as a part of the development process in Omnia.
The study proposed two areas, usability quality and information quality which were identified in the root cause analysis, to be further researched to meet the evolving needs of the digital age. Addressing these areas will support the continuous improvement of Omnia's services and help the institution remain responsive and adaptable to the evolving expectations of applicants and stakeholders.
Keywords: qualitative research, fishbone diagram, 5 Whys technique, root-cause analysis.
The purpose of this study is to find out the applicants' satisfaction levels, challenges, and pain points that they experienced during their application process. The goal is to improve the online application by gaining a good understanding from the experiences the applicants had during their application journey from their perspective. Addressing applicants' challenges and difficulties will positively contribute to the enhancement of the online application process through providing a smooth and user-friendly experience.
This study utilizes the Double Diamond design, where the data were collected using qualitative methods. The collected data were then interpreted using inductive thematic analysis. The findings were finalized, and actions for further improvement were identified and highlighted using the Fishbone Diagram and the 5 Whys technique. In the final stage, the author proposed solutions as a foundation for continuous improvement in the process of enhancing the online application in the coming years as a part of the development process in Omnia.
The study proposed two areas, usability quality and information quality which were identified in the root cause analysis, to be further researched to meet the evolving needs of the digital age. Addressing these areas will support the continuous improvement of Omnia's services and help the institution remain responsive and adaptable to the evolving expectations of applicants and stakeholders.
Keywords: qualitative research, fishbone diagram, 5 Whys technique, root-cause analysis.