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.
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.
The first 25 users who experienced the SOB process were tracked for:
Feedback data from support staff and onboarding logs were analyzed. Where needed, follow-ups were made for clarification.
STATUS | USERS | PERCENTAGE |
---|---|---|
19 completed SOB (61%) | 19 | 61% |
6 explicitly mentioned they were planning to complete it soon (19%) | 6 | 19% |
6 opted out or faced difficulties (20%) | 6 | 20% |
● 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
METRIC | VALUE |
---|---|
Manual OB duration: Avg 1 hour per student | 1 hour |
For 25 students: 25 hours saved | 25 hours |
Coordinators can now redirect 25+ hours monthly to resolving more complex queries or proactive support | 25+ hours |
● 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.
● 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.
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.
Prepared by: Bushra Nabi
Student Support Team – LISRC
Date: June 2025