Students at Harper College must use the student portal for all business-related transactions, such as registering, paying tuition and accepting financial aid awards. But most other information—academic programs, college catalog, calendar of events, advising—is on the external site.
Through user testing, we saw that students were confused about which site to go to, to accomplish particular tasks. They would search the external site for information that was only available on portal and vice-versa.
So we made purposeful changes to two key pages on our site.
Portal Login Page: Our user testing captured students' frustration with logging on to the portal when it wasn't necessary. The login page now emphasizes what's on portal and what's not, by organizing the information under two headings:
On the home page: Audience-focused links were pumped up and on mouse-over, photos and text clearly indicate what they will find. The image below shows the message you'll see when you select Current Student: Register pay, read email, view grades. Make it happen with MyHarper: Your student portal to all things Harper.
Results: We are running a 4Q Customer Survey again. To date, the Task Completion Rate has increased from 70% to 84% (out of 100).