06 Aug 2021

Helping new students get off to the best possible start

With this year’s A-level results announcement comes a new wave of students embarking upon their university careers. Whilst this is unquestionably a time of excitement and possibility, it can also be pretty daunting. For many, it will be their first time living away from home, and could well mean a move to a new city, or even country. It was this consideration that underpinned a recent brief from a client of ours, a Student Accommodation provider who was looking to fully streamline their new resident onboarding program, in order to make the lead up to move-in-day as simple and supportive as possible.


The Brief

Taking the period of time between booking and arrival, there was a need to tackle the information overload faced by their new customers. During this crucial introduction to life at their new student home, bookers were receiving an overwhelming array of communications across different channels before they arrived at their residence. We worked with our client to devise a digital pre-arrivals program that would:

  • Support residents in the completion of follow-up admin tasks relating to their booking
  • Encourage new-bookers to download the free residents’ app so that they can start benefiting from it’s features immediately
  • Provide clear communication in the lead up to arrival day
  • Reduce the number of pre-arrival enquiries
  • Make arrival day check-in as quick and seamless as possible
  • Ultimately, make each new resident feel part of the family, even before they physically arrive on site

Our Approach

Our first task was to deconstruct the pre-arrivals journey, clearly mapping all tasks that need to be completed and all of the information that ‘must’, ‘should’ and ‘could’ be communicated to new recruits. To do this, we brought together key team members’ across the business’s marketing, digital and resident liaison teams and worked together to build a clear picture of the current process and our shared ambition for the new, improved experience.

From here we were able to embark upon the solution design phase. Simplicity was key to our approach which looked to streamline the wealth of onboarding communications into a single source via the resident app and distributing only when relevant. The ultimate solution we were able to deliver included:

  • A program of timely push notifications direct to a users, prompting them to complete tasks or discover helpful information
  • The addition of a progress gate within the app that provides users with a visual representation of how close they are to completing their onboarding
  • A digital Tenancy Agreement with downloadable mobile copy
  • An interface that houses the full suite of Read and Sign steps in one handy place
  • Access to a QR code via the app that enables residents who have completed all onboarding steps to check-in by simply scanning their code upon arrival at their residence

Using clever tech, and well-timed comms, we were able to support students in getting off to the best possible start

Our ultimate ambition over the course of this project was to give residents the best start to their year as possible. At the heart of this lies student well-being, and ensuring that each new booker feels supported from the moment they confirm their purchase. We hope that this digital pre-arrivals program reduces confusion and creates a more manageable onboarding experience for every new booker this year!

Making our experience work for you

We have a huge range of experience in the PBSA + Education sector through our work with IQ Students, GSA, Scape, University of Salford and more. We're experienced in designing and building platforms that can make life better for your customers.

If you're interested in working with us to devise smart strategies that will improve your connection with your audience, don't hesitate to get in touch.

18 Mar 2018

Women in digital

Happy International Women’s Day! We took some time out to discuss what it means to be #WomenInDigital with some of the amazing women from each of our teams:

  • Helen, Delivery Director - Client Services
  • Ligia, Strategist - Creative 
  • Gabriela, Front End Developer - Tech Development 
  • Michelle, Finance Manager - Operations

Check out our article written by Delivery Director, Helen Aquinol-Tobin - originally posted on LinkedIn "Stand with us - Women in Digital" 

Stand With Us - Women in Digital

I’m lucky enough - not to mention ridiculously proud - to work at an agency that does a pretty good job of empowering people, giving them a voice and ownership of their work without leaving anyone out in the cold. 

Women were granted the same voting rights as men in 1928, meaning this measure of equality has only been granted to 51% of the UK population for less than 2% of civilised history. It took a long time getting there.

The fight for equality at work is picking up speed - but it’s still not fast enough, particularly in the traditionally male-dominated agency world. Change is slower here, hampered by our deification of ‘ad men’ and our enshrinement of the idea that only men are technical, only men are logical.

Pushing past the pay gap issue, which has been illuminated and dissected by far better minds than mine, how do you build an atmosphere of equality in digital agencies - an industry that is still largely masculine by nature?

I’m lucky enough - not to mention ridiculously proud - to work at an agency that does a pretty good job of empowering people

Helen Aquinol-Tobin, Delivery Director

Representation matters. In my first agency there were three women, unilaterally referred to as girls (or even gals, depending on who was talking). No matter what our actual jobs were, we were expected to make the tea and take the minutes of every meeting. I remember occasions where I'd be presenting the P&L and I'd have to stop because one of the gentlemen wanted a biscuit. There were no women to look up to, only ones you could share sisterly side-eye with.

At Catch, there are women in every department. Opinionated, smart, vocal women, empowered to express their opinions and - more crucially - to act. As a member of the senior management team, I’m aware of the high level of visibility of my role. As Delivery Director I’m across all projects, present in meetings and vocal (sometimes too vocal).

I have a voice and I use it to make sure everyone else does too.

I learned just how important this was from a woman I worked for many years ago. It’s no good being granted a voice if you don’t use it to help others discover theirs. She didn't lend me her voice or her support because I was a woman, but because I deserved to be heard. I try to do the same, my sheer visibility and ability to effect change show others like me that it can be done.

Always outnumbered, never outgunned

We ensure that everyone has the appropriate facts at their disposal and the requisite tools in their arsenal to deal with any circumstance. I’ve written elsewhere about building a modular process that allows people to be flexible in their work, this is vital to ensuring everyone is on even footing.

Giving everyone the same tools and empowering them to use them as necessary mean increased levels of ownership and ensure we have an army of people willing to take the initiative, regardless of job role, level of technical knowledge, gender or anything else.

For the most part, women are still in the minority at digital agencies, meaning we have to have that much more to bring to the table when we do get the opportunity to speak. Putting our flat structure to good use, we keep everyone on equal footing and share as much information as possible, ensuring not only that everyone gets a seat at the table, but they get to eat the full meal and leave a review afterwards.

It’s ok to be smart

We don’t expect the women of Catch to be ‘good girls’. Good girls don’t express differing opinions. Good girls don’t make a lasting impression. Good girls are silent.

A smart mouth is actively encouraged - as long as it’s used judiciously and under the right circumstances. Having been hampered by my own smart mouth for the first five years of my career, I’m overcome with glee when a Catch newbie opens hers for the first time.

Everyone speaks

By promoting a democratic approach to agency life, we ensure that everyone gets their chance to be heard. This applies to everything we do, from discussing what we’re pitching for (and how and why) to how we’re going to tackle a technical challenge. We assume that everyone has something of value to add - and badger them incessantly until they realise it too! Makes for a noisy working environment, but how can you be creative without making a little noise? By not pigeonholing people based on preconceived notions of who or what they are and instead, giving them the freedom to express their opinions - regardless of role or gender - we build a better team and get to do more interesting, complex and fun work. Who wouldn't want that?

Everyone listens

Letting people know they’ve been heard is - on the face of it - the easiest thing to do and yet its the thing most people don’t bother with.

Here’s the thing: you can’t expect people to speak up or think for themselves if you don’t listen. And people who don’t get to speak for themselves don’t get to advance. Providing a safe environment where people feel heard makes for a more inclusive atmosphere, and ultimately allows people to produce better work.

Since I’m neither naive nor stupid I know that these things can be difficult to do at large agencies. The bigger you are, the harder it is to change things, particularly if you don’t already have female representation in the upper echelons of your business.

The point I’m making is that this is something that everyone is responsible for. Appointing diversity officers and token hires won’t cut it. Making people feel included, empowered and heard is everyone’s responsibility, all the time.

We’ve come a long way baby, let’s not stop.

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0207 494 3554
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newbiz@catchdigital.com