User Experience

User Experience
for
Study Abroad Clients
Presented By,
Rashedul Islam
& Sorna Rani
COUNSELLING DIFFICULTIES AND SOLUTIONS (IN-PERSON)
Clients Difficulties & Solutions
They come with misconceptions.
Solution: Providing authentic

information.
12/18/2023 2
Our Difficulties & Solutions
Lack of information.
Solution: A proper training plan

for counsellors and follow-up.
12/18/2023 3
 Client can’t capture all information at once.
 Solution: Understanding the client first and

make it easier for clients to understand.
12/18/2023 4
 We can’t understand their

psychology.
 Solution: Try to understand the

clients psychology better.
12/18/2023 5
 They come without informing

their parents.
 Solution: Motivate parents of

potential clients.
12/18/2023 6
 Differentiating random and

potential clients.
 Solution: We have to increase

our supervision.
12/18/2023 7
 The client wants to go with only

full funded scholarship.
 Solution: Convince them of our

best efforts.
12/18/2023 8
 We can’t filter clients at the

front desk.
 Solution: Make the most of our

front desk service.
12/18/2023 9
COUNSELLING DIFFICULTIES AND SOLUTIONS (OVER PHONE)
 Clients don’t pick the phone or

switch off.
 Solution: Sent them a text or

call them later.
12/18/2023 10
 We don’t maintain and chase the

leads properly.
 Solution: Maintain the leads and

keep the track record.
12/18/2023 11
Clients Difficulties &

Solutions
 Client doesn’t know us properly.
 Solution: Promoting EduXpert

services to everywhere.
12/18/2023 12
 Brand awareness.
 Solution: Promoting EduXpert

services to everywhere.
12/18/2023 13
COUNSELLING DIFFICULTIES AND SOLUTIONS
 We only give information.
 Solution: We have to be persuasive.
12/18/2023 14
COUNSELLING DIFFICULTIES AND SOLUTIONS
 We always counsel the clients for higher studies though

most of clients main goal is settlement.
 Solution: Understanding the clients demand in a subtle

way.
12/18/2023 15
DOCUMENTATION DIFFICULTIES
Course List
 We spent a lot of time on making course list for individual client

for some common subject.
 Solution: Make a general course list for popular courses for each
country and cater to clients’ needs.
12/18/2023 16
Academic Documents
 Some students provide provisional documents.
 Solution: Push them to manage the original documents in time.
12/18/2023 17
Academic Documents
 Some students provide documents soft copies of lower quality.
 Solution: Ask them for professional scanned copies of the

documents.
12/18/2023 18
Academic Documents
 National University usually provides the mark sheet without

mentioning the course name.
 Solution: Ask the clients to apply for the official transcript.
12/18/2023 19
SOP
 Clients are afraid of writing or some think they have provided a

good SOP.
 We are not serious about AllWrite.
 Solution: Pursue them to take our AllWrite packages.
12/18/2023 20
IELTS
 We don’t check the clients ability to meet the IELTS requirement

nor we pursue them to take online or offline mock test.
 Clients have no idea about IELTS difficulties and have fear of
taking IELTS.
 Solution: Pursue our clients for taking mock test and encourage
them to join our online or offline batches.
12/18/2023 21
Passport, Recommendation, Experience
 Sometimes, clients can’t provide the required documents on time

or they provide unacceptable documents.
 Solution: Counsellors need to follow up for the documents

regularly and provide them with proper sample files.
12/18/2023 22
APPLICATION MAKING DIFFICULTIES & SOLUTIONS
Clients want to apply to the universities

they are not eligible.
Solution: Pursue them not to make

application to that universities.
12/18/2023 23
APPLICATION MAKING DIFFICULTIES & SOLUTIONS
1. Portal and partner issue.

2. Delayed application for missing document.
Solution: Better communication and follow

up.
12/18/2023 24
APPLICATION CHASING DIFFICULTIES & SOLUTIONS
Difficulties & Solutions
Some universities don’t give decision timely and they don’t

respond after turn-around time.
Solution: Try to avoid those universities or chase the

universities continuously.
12/18/2023 25
CONDITION MEETING DIFFICULTIES & SOLUTIONS
Academic, IELTS, Payment
Students can’t submit the required documents (academic, IELTS)

or pay before deadline.
Solution: Check the documents properly before application and

give them soft reminder about the deadline. And push them make
payment on time.
12/18/2023 26
CAS RECEIVING DIFFICULTIES & SOLUTIONS
Few universities don’t provide CAS even after meeting the

conditions and making the deposit.
Solution: Continuously chase the universities for issuing CAS and

also push our partners to chase the universities.
12/18/2023 27
VISA APPLICATION DIFFICULTIES & SOLUTIONS
TB Test
We don’t get appointment on time hence resulting delayed visa

application.
Solution: Pursue the students to book the TB Test right after

getting offer letter.
12/18/2023 28
Bank Statement
Student can’t provide the matured bank statement while making

visa application.
Solution: Pursue the students to maintain the bank statement

right after getting offer letter.
12/18/2023 29
IHS, Visa application fee
Obstacles in paying (card) the fees from Bangladesh.
Solution: Inform the student earlier about the issue and ask them
to contact the bank or arrange a foreign payer.
Pay the fees by taking assistance from Mr. Faysal.
12/18/2023 30
BARRIERS FOR BANGLADESHI, NIGERIAN AND SRI LANKAN STUDENTS
 Bangladeshi – Budget, IELTS, misconception.
 Sri Lankan – IELTS (GCE English).
 Nigerian – Academic result, course selection.
12/18/2023 31
UPGRADING OUR SERVICES & EFFICIENCY
 Increasing our persuasion ability.

 Making a strong marketing and administrative policy.
 Making our website more efficient.
 Increasing offline promotion.
 Regular follow up of our counsellor’s activities and tasks.
 Internal professional relation build up with everyone of us.
 Appreciate others efforts and motivate them.
 Focus on other services – IELTS, AllWrite, immigration.
12/18/2023 32
STATISTICS OF STUDENTS – SEPT 2022
Successfully % % (offer
Country Students Offers
Flied (conversion) to fly)
Bangladeshi 37 14 5 13.51 35.71
Nigerian 25 12 4 16.00 28.57
Sri Lankan 4 3 0 0 0
Total 66 29 9 13.63 31.03

12/18/2023 33
STATISTICS OF STUDENTS – JAN 2023
Bangladeshi 27 8 2 7.41 25
Nigerian 28 7 2 7.14 28.57
Total 55 15 4 7.27 26.66

12/18/2023 34
STATISTICS OF STUDENTS – SEP22 & JAN 23
Bangladeshi 64 22 7 10.93 31.81
Nigerian 53 19 6 11.32 31.57
Total 121 44 13 10.74 29.54

12/18/2023 35
OUR OVERALL CONVERSION RATE
10.74%
12/18/2023 36
WHY OFFER HOLDERS DO NOT FLY
 Budget issue.
 English proficiency.
 Change of mindset.
 Family don’t allow them to pay.
 They get the opportunity to apply free of cost.
12/18/2023 37
REASON FOR REJECTION
 Don’t meet the entry requirement. (maximum)

 University and course selection.
 Lack of job experience for some courses.
 We don’t check the course page and entry criteria properly.
 Rejected by TCL and SIUK.
12/18/2023 38
WHAT CAN WE DO
1. Identify more potential and qualified clients.

2. Focus on other popular countries.
3. Pursue the student’s to pay the deposit.
4. Make sure the student can fulfil the English proficiency.
5. Make sure the student have enough fund.
6. Successfully onboard the offer holders.
12/18/2023 39
12/18/2023 40
THANK YOU!
12/18/2023 41

User Experience - Rashed and Sorna

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

User Experience - Rashed and Sorna

Uploaded by

Copyright:

Available Formats

Clients Difficulties & Solutions

They come with misconceptions.

Solution: Providing authentic

Our Difficulties & Solutions

Solution: A proper training plan

Clients Difficulties & Solutions

 Client can’t capture all information at once.

 Solution: Understanding the client first and

Our Difficulties & Solutions

 We can’t understand their

 Solution: Try to understand the

Clients Difficulties & Solutions

 They come without informing

 Solution: Motivate parents of

Our Difficulties & Solutions

 Differentiating random and

 Solution: We have to increase

Clients Difficulties & Solutions

 The client wants to go with only

 Solution: Convince them of our

Our Difficulties & Solutions

 We can’t filter clients at the

 Solution: Make the most of our

Clients Difficulties & Solutions

 Clients don’t pick the phone or

 Solution: Sent them a text or

Our Difficulties & Solutions

 We don’t maintain and chase the

 Solution: Maintain the leads and

Clients Difficulties &

 Client doesn’t know us properly.

 Solution: Promoting EduXpert

Our Difficulties & Solutions

 Solution: Promoting EduXpert

Our Difficulties & Solutions

 We only give information.

 Solution: We have to be persuasive.

Our Difficulties & Solutions

 We always counsel the clients for higher studies though

 Solution: Understanding the clients demand in a subtle

 We spent a lot of time on making course list for individual client

 Some students provide provisional documents.

 Solution: Push them to manage the original documents in time.

 Some students provide documents soft copies of lower quality.

 Solution: Ask them for professional scanned copies of the

 National University usually provides the mark sheet without

 Solution: Ask the clients to apply for the official transcript.

 Clients are afraid of writing or some think they have provided a

 Solution: Pursue them to take our AllWrite packages.

 We don’t check the clients ability to meet the IELTS requirement

Passport, Recommendation, Experience

 Sometimes, clients can’t provide the required documents on time

 Solution: Counsellors need to follow up for the documents

Clients Difficulties & Solutions

Clients want to apply to the universities

Solution: Pursue them not to make

Our Difficulties & Solutions

1. Portal and partner issue.

Solution: Better communication and follow

Difficulties & Solutions

Some universities don’t give decision timely and they don’t

Solution: Try to avoid those universities or chase the