UCAS Track, used by approx. 700,000 students, needed to be updated in order to provide the best possible user experience in what is a nerve-wracking process for applicants to higher education.
The main objectives were to:
- Design and optimise the service across desktop, mobile and tablet (native apps and web), optimising the experience for all users
- Make the service as usable as possible for what is a very difficult (and typically stressful) process for applicants
- Reduce the number of people ringing the call centre
- Understand the requirements of students tracking and managing their university applications