Evaluating the Effectiveness of Self-Onboarding at LISRC: A Case Study Based on Initial 25 Users

London International Studies Resource Centre

This case study evaluates the impact of the newly implemented self-onboarding (SOB) process at London International Studies Resource Centre (LISRC), based on the first 25 users. It aims to measure the adaptability rate, time saved, reduction in internal effort, user satisfaction, and common challenges. The goal is to determine the effectiveness of the SOB system and guide decisions on future automation.

1. Introduction

Prior to June 2025, LISRC conducted all onboarding manually through 45–90 minute sessions per student. This process was time-consuming and led to high dependency on support staff. With the introduction of the self-onboarding module, the goal was to automate and streamline the onboarding flow, reduce human intervention, and improve the student experience.

2. Methodology

The first 25 users who experienced the SOB process were tracked for:

• ● Adaptability (completion and engagement)
• ● Time saved vs. manual OB
• ● Reduction in coordinator effort
• ● User queries or issues post-SOB
• ● User satisfaction and feedback

Feedback data from support staff and onboarding logs were analyzed. Where needed, follow-ups were made for clarification.

3. Results & Analysis

3.1 Adaptability Rate

• Out of 31 students evaluated:
•     19 completed SOB (61%)
•     6 explicitly mentioned they were planning to complete it soon (19%)
•     6 opted out or faced difficulties (20%)

3.2 Time Efficiency

● Manual OB duration: Avg 1 hour per student
● For 25 students: 25 hours saved
● Coordinators can now redirect 25+ hours monthly to resolving more complex queries or proactive support

3.3 Internal Effort Reduction

● FAQs that were repeated during manual onboarding (e.g., “Can I attend both weekday and weekend batches?” or “Can I skip the LOFT session?”) have significantly dropped.
● From an average of 3–5 repetitive questions per student during manual OB, coordinators now receive only 0–1 per SOB student.

3.4 Query/Drop-off Analysis

• ● 10 users had zero post-onboarding queries, indicating high content clarity.
• ● 4 had basic queries about class sequence or schedules.
• ● 3 users had technical issues with login or portal usage.
• ● 3 users still preferred manual OB (1 due to confusion between portals, 1 due to too many queries, and 1 due to limited digital literacy)

3.5 Satisfaction Rate

● Students who completed SOB and began classes reported fewer support touchpoints and appeared more self-sufficient.
● Coordinators noted a 30–40% reduction in daily repetitive support requests.
● Time freed up has increased quality of support and allowed for faster responses, improving satisfaction.

3.6 User Feedback Examples

• ● "I had only one question after watching the SOB. Everything else was clearly covered."
• ● "The portal was a bit confusing at first, but once I understood the flow, it worked well."

4. Challenges Observed

• ● Some students delayed SOB due to busy schedules
• ● A few did not understand the importance of completing SOB and required nudging
• ● Some portal usability concerns (confusion between cloud.lisrc.co.uk and learn.lisrc.co.uk)

5. Recommendations

• ● Simplify instructions on portal navigation further
• ● Implement automated reminders for incomplete onboarding

6. Conclusion

The new SOB process at LISRC has demonstrated clear benefits:
● 61% adaptability rate within the first cohort
● Over 25 hours saved monthly in manual OB time
● 70% reduction in repeated FAQs
● Higher coordinator efficiency and better client servicing

With minor optimizations in usability and nudging, SOB can be made even more effective. The insights from this case study support expanding automation in other areas like batch allocation and certification tracking.

Next Steps:

• ● Automate course allocation post-SOB
• ● Integrate AI-based response system for common FAQs
• ● Pilot automated certification triggers post-module completion

Prepared by: Bushra Nabi
Student Support Team – LISRC
Date: June 2025