How the U of M delivers responsive student support with queue data and advising insights

Transcript

• Ali, please tell us a little bit about your role at the University of Manitoba. 

My name is Ali Wood-Warren, and I’m the director of the Student Transitions and Success Centre at the University of Manitoba. Within my portfolio, I support and represent University of Manitoba advising services. I also support the military support office and oversee all student transition programming, including orientation and first-year experience. Additionally, I am responsible for University One students, which is the administrative home for most new students starting at the University of Manitoba.

• How are your student services offered at your advising office? 

We use a drop-in model for students seeking to speak with an advisor. Students can call, walk in, or send us an email, and we add them to our drop-in queue. Our services are delivered both in-person and virtually, allowing students to either phone us and get in the queue for a virtual appointment or come to the office where we triage and ensure they need to see an advisor before adding them to the queue.

• What is one service delivery pain point that your office encounters? 

Throughout the year, our service demands fluctuate dramatically. During the summer, as new students prepare for fall registration, it was not uncommon for us to have to book a lecture hall to accommodate the number of students waiting to see our staff. Since implementing WaitWell, one of the biggest benefits is that students can now roam the campus and take care of important tasks while waiting to see an advisor. Managing the ebb and flow of traffic patterns was previously challenging, but now we have the ability to communicate with students waiting in our queue, regardless of where they are on campus.

• What do you look for when searching for digital tools?? 

The system is user-friendly, scalable, and can be used for more than one task. Another key benefit is the ability to customize the system. As I mentioned earlier when discussing our triage process, we adapted our practices and processes to improve service efficiency for both students and staff.

• How has implementing WaitWell improved the student experience at the University of Manitoba?

This ability to communicate is huge for us, but equally important is that students can communicate with us. On a university campus, a student may be in the queue when their class starts. Now, they can send us a quick message saying they’re in class and will return afterward, which prevents them from losing their spot in the queue. This communication happens even before students realize they’ve begun interacting with us, creating a positive introduction to our office and services. It perfectly aligns with our mandate of being as supportive and open with students as possible.

• Do you use WaitWell’s data and analytics to further improve service delivery? 

One of the most impactful benefits has been the tracking and reporting that WaitWell provides. By analyzing how much time an advisor spends with a student, I can assess whether advising interactions are efficient. If an advisor consistently meets with students for longer than our average, it’s a signal for me to review their practices. The tracking, reporting, and dashboard allow us to see exactly what’s happening throughout the day, giving us the flexibility to make changes to our scheduling.

• You mentioned modernizing the student experience, can you elaborate? 

Students expect modern tools, and this system demonstrates that we are keeping up with the times. Students today don’t want to stand in a line blindly, not knowing how long they’ll be waiting or what to ask. Providing a modern tool shows that we’re taking steps to be efficient and responsive, completing the picture of a modern student experience.

• Any final thoughts on using the WaitWell platform? 

Now that we have this tool, we can’t and won’t go back. It has made the lives of students at the University of Manitoba better, and I can say with 100% certainty that our processes are much smoother because of it. I know our students appreciate it, and I’m thrilled that we’ve built such a great relationship with WaitWell.