How a Renowned University Onboards Its Students Faster

What will you learn from this case study

• How IU University streamlined student onboarding
• How in-app guidance reduced repetitive student queries
• How they collect more actionable student feedback

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Challenges

• Overloaded student office with repetitive student questions
• Low activity on the platform during the trial period
• Student drop-offs before launching their selected course
• Limited options for university staff to collect feedback
• Feedback collection was unstructured and messy

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Solution

Interactive onboarding process built within the MyCampus platform for trial students using:

• Tours
• Checklist
• Tooltips
• Feedback widget
• Surveys

Elisa Guttman

Customer Experience Manager

"With Product Fruits, our MyCampus platform now welcomes every student by name, supports remote learners 24/7 and delivers higher satisfaction with fewer repetitive questions."

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Use case #1

Getting Students to Start Studying Faster

To let prospective remote students explore the MyCampus learning platform, IU University offers a 30-day free trial. Before accessing their chosen learning modules, prospective students must complete several administrative steps , such as setting up their student profile, uploading documents, or confirming enrollment details for a specific course.

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However, many new users struggled to understand what to do first. The student office received numerous repetitive questions and the conversion time from trial users to enrolled students was longer than expected.

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To address this, IU’s customer success team implemented Product Fruits to build a personalized onboarding experience directly inside the platform, helping new users complete their first steps confidently within 24 hours of signing up.

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The team created an interactive onboarding flow that includes:

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‍Welcome tour - Immediately after sign-up, students see a personalized welcome card. The tour greets them by name, introduces the first important steps to complete, such as uploading documents, selecting a course, and setting up their profile, and ends by encouraging them to start.

Checklist with step-by-step tours -The checklist guides students through each administrative step with clear navigation. They can easily complete all required tasks, from confirming enrollment details to preparing for course access, without leaving the platform.

‍Hints -Used by IU as in-app announcement features, hints highlight and point students to important updates, news and information relevant to their distance studies. Ensuring that essential messages don’t get lost in email.

‍Feedback widget -The widget serves as an in-app help center, allowing students to send questions or comments directly from the platform. Their messages are automatically delivered to the student office’s email, enabling faster and more efficient responses.

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‍Segmentation - Product Fruits’ segmentation feature allows the IU University team to deliver tailored onboarding content to different audiences,  such as trial users, newly enrolled students or active learners.

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Localization - All onboarding content is localized into German and English, ensuring a consistent, native-language experience across markets.

Elisa Guttman

Customer Experience Manager

"Onboarding checklist helps our new students complete their first steps within minutes, not hours. It gives them a clear path to follow and the confidence to start using MyCampus platform right away."

Use case #2

Optimizing Onboarding with In-App Surveys

At IU University, data-driven improvements are part of the core values.

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The team regularly uses Product Fruits’ in-app surveys (NPS, Churn and Trial satisfaction) within MyCampus to collect structured feedback from students.

Surveys are used to ask students about:

• Their onboarding experience during the free trial
• Their interaction with the e-learning modules
• Overall satisfaction and study experience during their courses

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One of the key touchpoints is the end-of-trial survey, where students share their impressions of the onboarding checklist, tour flow and overall platform experience.

By replacing email surveys with in-app ones, the university team achieved a 50% increase in responses.

Elisa Guttman

Customer Experience Manager

"The in-app surveys provide us with instant insights into student needs, expectations, and challenges, helping us regularly refine our onboarding process and improve the MyCampus platform."

Conclusion

By leveraging Product Fruits’ in-app elements, IU University streamlined the onboarding journey for new students inside the MyCampus learning platform.

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Personalized tours and checklist now guide every new student step-by-step, reducing confusion and cutting repetitive questions to the student office.

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The addition of in-app surveys and a feedback widget created a continuous communication loop between IU and its students.

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Thanks to this data-driven approach, IU university achieved 50% higher survey response rate and significantly increased overall student satisfaction.