View in EDS

Enhancing Institutional Processes and Student Experience in Higher Education through Journey Mapping: A Systematic Review

Saved in:
Bibliographic Details
Title: Enhancing Institutional Processes and Student Experience in Higher Education through Journey Mapping: A Systematic Review
Language: English
Authors: Melanie de la Rosa (ORCID 0009-0009-9169-0273), Felix Michael Schmitz (ORCID 0000-0001-7755-4616), Ara Tekian (ORCID 0000-0002-9252-1588), Sissel Guttormsen (ORCID 0000-0001-9932-1872)
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
FullText Text:
  Availability: 0
Header DbId: eric
DbLabel: ERIC
An: EJ1491955
AccessLevel: 3
PubType: Academic Journal
PubTypeId: academicJournal
PreciseRelevancyScore: 0
IllustrationInfo
Items – Name: Title
  Label: Title
  Group: Ti
  Data: Enhancing Institutional Processes and Student Experience in Higher Education through Journey Mapping: A Systematic Review
– Name: Language
  Label: Language
  Group: Lang
  Data: English
– Name: Author
  Label: Authors
  Group: Au
  Data: <searchLink fieldCode="AR" term="%22Melanie+de+la+Rosa%22">Melanie de la Rosa</searchLink> (ORCID <externalLink term="https://orcid.org/0009-0009-9169-0273">0009-0009-9169-0273</externalLink>)<br /><searchLink fieldCode="AR" term="%22Felix+Michael+Schmitz%22">Felix Michael Schmitz</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0001-7755-4616">0000-0001-7755-4616</externalLink>)<br /><searchLink fieldCode="AR" term="%22Ara+Tekian%22">Ara Tekian</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0002-9252-1588">0000-0002-9252-1588</externalLink>)<br /><searchLink fieldCode="AR" term="%22Sissel+Guttormsen%22">Sissel Guttormsen</searchLink> (ORCID <externalLink term="https://orcid.org/0000-0001-9932-1872">0000-0001-9932-1872</externalLink>)
– Name: TitleSource
  Label: Source
  Group: Src
  Data: <searchLink fieldCode="SO" term="%22Review+of+Education%22"><i>Review of Education</i></searchLink>. 2025 13(3).
– Name: Avail
  Label: Availability
  Group: Avail
  Data: 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
– Name: PeerReviewed
  Label: Peer Reviewed
  Group: SrcInfo
  Data: Y
– Name: Pages
  Label: Page Count
  Group: Src
  Data: 31
– Name: DatePubCY
  Label: Publication Date
  Group: Date
  Data: 2025
– Name: TypeDocument
  Label: Document Type
  Group: TypDoc
  Data: Journal Articles<br />Information Analyses
– Name: Audience
  Label: Education Level
  Group: Audnce
  Data: <searchLink fieldCode="EL" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="EL" term="%22Postsecondary+Education%22">Postsecondary Education</searchLink>
– Name: Subject
  Label: Descriptors
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22Literature+Reviews%22">Literature Reviews</searchLink><br /><searchLink fieldCode="DE" term="%22Meta+Analysis%22">Meta Analysis</searchLink><br /><searchLink fieldCode="DE" term="%22Higher+Education%22">Higher Education</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Experience%22">Student Experience</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Needs%22">Student Needs</searchLink><br /><searchLink fieldCode="DE" term="%22Educational+Improvement%22">Educational Improvement</searchLink><br /><searchLink fieldCode="DE" term="%22Barriers%22">Barriers</searchLink><br /><searchLink fieldCode="DE" term="%22Student+Satisfaction%22">Student Satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Concept+Mapping%22">Concept Mapping</searchLink>
– Name: DOI
  Label: DOI
  Group: ID
  Data: 10.1002/rev3.70100
– Name: ISSN
  Label: ISSN
  Group: ISSN
  Data: 2049-6613
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: 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.
– Name: AbstractInfo
  Label: Abstractor
  Group: Ab
  Data: As Provided
– Name: DateEntry
  Label: Entry Date
  Group: Date
  Data: 2026
– Name: AN
  Label: Accession Number
  Group: ID
  Data: EJ1491955
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=eric&AN=EJ1491955
RecordInfo BibRecord:
  BibEntity:
    Identifiers:
      – Type: doi
        Value: 10.1002/rev3.70100
    Languages:
      – Text: English
    PhysicalDescription:
      Pagination:
        PageCount: 31
    Subjects:
      – SubjectFull: Literature Reviews
        Type: general
      – SubjectFull: Meta Analysis
        Type: general
      – SubjectFull: Higher Education
        Type: general
      – SubjectFull: Student Experience
        Type: general
      – SubjectFull: Student Needs
        Type: general
      – SubjectFull: Educational Improvement
        Type: general
      – SubjectFull: Barriers
        Type: general
      – SubjectFull: Student Satisfaction
        Type: general
      – SubjectFull: Concept Mapping
        Type: general
    Titles:
      – TitleFull: Enhancing Institutional Processes and Student Experience in Higher Education through Journey Mapping: A Systematic Review
        Type: main
  BibRelationships:
    HasContributorRelationships:
      – PersonEntity:
          Name:
            NameFull: Melanie de la Rosa
      – PersonEntity:
          Name:
            NameFull: Felix Michael Schmitz
      – PersonEntity:
          Name:
            NameFull: Ara Tekian
      – PersonEntity:
          Name:
            NameFull: Sissel Guttormsen
    IsPartOfRelationships:
      – BibEntity:
          Dates:
            – D: 01
              M: 12
              Type: published
              Y: 2025
          Identifiers:
            – Type: issn-electronic
              Value: 2049-6613
          Numbering:
            – Type: volume
              Value: 13
            – Type: issue
              Value: 3
          Titles:
            – TitleFull: Review of Education
              Type: main
ResultId 1