Enhancing Institutional Processes and Student Experience in Higher Education through Journey Mapping: A Systematic Review
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| Title: | Enhancing Institutional Processes and Student Experience in Higher Education through Journey Mapping: A Systematic Review |
|---|---|
| Language: | English |
| Authors: | Melanie de la Rosa (ORCID |
| Source: | Review of Education. 2025 13(3). |
| Availability: | Wiley. Available from: John Wiley & Sons, Inc. 111 River Street, Hoboken, NJ 07030. Tel: 800-835-6770; e-mail: cs-journals@wiley.com; Web site: https://www.wiley.com/en-us |
| Peer Reviewed: | Y |
| Page Count: | 31 |
| Publication Date: | 2025 |
| Document Type: | Journal Articles Information Analyses |
| Education Level: | Higher Education Postsecondary Education |
| Descriptors: | Literature Reviews, Meta Analysis, Higher Education, Student Experience, Student Needs, Educational Improvement, Barriers, Student Satisfaction, Concept Mapping |
| DOI: | 10.1002/rev3.70100 |
| ISSN: | 2049-6613 |
| Abstract: | Higher education institutions (HEIs) navigate dynamic environments shaped by technological advancements and evolving labour market demands. To maintain competitiveness and high-quality offerings, HEIs require appropriate instruments. This study examines the application of the Student Journey Mapping (JM) approach within the higher education context. Originally from the business context, JM enables identification, visualisation and improvement of all student interactions with HEIs. We conducted a systematic review in accordance with the PRISMA protocol by retrieving international peer-reviewed studies in English and German, published between 2000 and 2024, from eight databases. The review focused on three primary JM frameworks applied in higher education: Customer Journey Mapping, Service Blueprinting, and the Brand Touchpoints Wheel. Initially, 15,615 studies were identified; after rigorous screening, 21 remained. Benefits encompass service improvement, innovation and raising faculty awareness of staff and student needs. However, challenges remain, primarily gaps in implementation knowledge and issues surrounding the sustainability and implementation of results. JM is a promising tool for HEIs to maintain attractive student offerings. Our findings align with factors critical to student success and suggest that JM provides valuable insights for enhancing HEIs' competitiveness and the quality of their educational offerings. |
| Abstractor: | As Provided |
| Entry Date: | 2026 |
| Accession Number: | EJ1491955 |
| Database: | ERIC |
| Abstract: | Higher education institutions (HEIs) navigate dynamic environments shaped by technological advancements and evolving labour market demands. To maintain competitiveness and high-quality offerings, HEIs require appropriate instruments. This study examines the application of the Student Journey Mapping (JM) approach within the higher education context. Originally from the business context, JM enables identification, visualisation and improvement of all student interactions with HEIs. We conducted a systematic review in accordance with the PRISMA protocol by retrieving international peer-reviewed studies in English and German, published between 2000 and 2024, from eight databases. The review focused on three primary JM frameworks applied in higher education: Customer Journey Mapping, Service Blueprinting, and the Brand Touchpoints Wheel. Initially, 15,615 studies were identified; after rigorous screening, 21 remained. Benefits encompass service improvement, innovation and raising faculty awareness of staff and student needs. However, challenges remain, primarily gaps in implementation knowledge and issues surrounding the sustainability and implementation of results. JM is a promising tool for HEIs to maintain attractive student offerings. Our findings align with factors critical to student success and suggest that JM provides valuable insights for enhancing HEIs' competitiveness and the quality of their educational offerings. |
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| ISSN: | 2049-6613 |
| DOI: | 10.1002/rev3.70100 |
