WGU Military Support

Overview

Military-affiliated students made up 15% of WGU’s population, yet their support system was fragmented and inconsistent. Staff were overburdened with manual processes, and students often struggled to access funding, academic resources, or veteran-specific services.

User Research

I interviewed Military Support staff who described delays, unclear instructions, and unsustainable workflows. Data confirmed that military students had higher drop-off rates and frequently called support for help.

Process

Mapping the journey revealed pain points at nearly every step: unclear instructions, poor feedback loops, and scattered resources. We prioritized fixing defects first, then built a centralized hub. Working with Financial Services and Military Support staff, I designed step-by-step funding guidance, document upload tools, and dedicated resource pages.

Solution

The Veteran & Military Education Resource Center (VMERC) became a digital hub within the student portal. It provided clear funding steps, streamlined access to transcripts and document uploads, and direct links to disability support, career counseling, and mentoring opportunities.

Impact

Call volume should drop by 15%, and military student drop-offs decreased by an estimated 10%. VMERC also gave WGU the capacity to support 30% projected growth in military learners while improving the student experience..

Takeaways

Service design means considering both students and staff. Centralizing resources and streamlining workflows reduced stress and ensured military learners felt supported.