Samenvatting

The thesis project has been carried out for THUAS’ research group Change Management. The problem stated in an initial briefing was a lack of study success. As the client expected student information to play a key role in solving it, the following research objective has been defined: Develop a communication strategy to optimize THUAS’ information environment, making it more effective from the student perspective. Therefore, five research questions have been formulated: (1) What characterizes the current information environment? (2) What role does information play in the study experience? (3) What are the main problems? (4) Which consequences result from these problems? (5) What characterizes the relationship between information problems and study success?
Throughout an initial situation analysis, methods of qualitative research (e.g. customer journey mapping) and desk research (e.g. annual report) have been used. The subsequent literature review was determined by books and articles. In the in-depth research phase a case study has been carried out at one of THUAS’ faculties.
Based on the situation analysis, the core problem was redefined as ‘students avoiding THUAS’ formal information systems’. Referring to possible causal factors, the literature review helped define information quality, and identified stress as a possible consequence. It further discussed how information quality could be increased by taking a more user-centered approach. The subsequent case study at THUAS provided information about students’ every-day experiences with information. It showed that information quality left room for improvement, although most students did not feel a negative emotional impact. 30% however, felt frequently stressed because of information problems. Four different information types have been designed in terms of personas, whereas ‘inflexible’ and ‘passive’ information types appeared to be affected in their individual study success.
It was specified that THUAS’ current information environment served the needs of some information types only. Consequently, it was recommended to implement an internal communications campaign which would initiate a discussion amongst students and teachers, activating them to challenge status quo and collaboratively innovate student information at THUAS.