Protected: MyNEU – Transformation In The Works

This content is password protected. To view it please enter your password below:

Protected: University Events – Ticketing Gets a Second Act

This content is password protected. To view it please enter your password below:

myNEU Customer Experience Project

Northeastern University is embarking on a strategic cross-functional initiative to replace the current myNEU portal with an experience that provides an enhanced, more social, and up-to-date experience. This project is an opportunity for Northeastern to holistically approach the online experience for all community members, as it is the first, and longest lasting, ‘touchpoint’ during one’s time at the university. Additionally, replacing the myNEU portal is a chance for Northeastern to provide a platform that is flexible, agile, and more tailored to those that use it.

Vision

Replace the existing myNEU experience to provide a social, personalized, customizable, integrated, and cohesive action oriented experience for the user that guides them through their entire lifecycle at Northeastern.

Goals

  • An evolution from myNEU, which is a legacy platform, to a modern experience that provides a personalized customer journey.
  • An integrated and cohesive experience for the user that guides them through their entire lifecycle at Northeastern (Admitted students, Students, Staff, Faculty, Parents, Alumni, etc.).
  • An experience that can be delivered to “any device, any time, any where”.
  • A social experience that enables interaction between community members.

Background

The myNEU portal was launched in 2002 as a centralized location to provide one stop shopping for collaboration and transactions. Over time, it has become a secure and efficient center for transactional processing, and there is a need to evolve it to a center for collaboration and engagement with defined content strategy for the user experience.

The myNEU portal was initially created using technology built pre-Facebook, pre-social media revolution, pre-smartphone, pre-tablet and pre-online streaming video sites. There is an opportunity to have a new online destination that leverages the latest technology to provide a satisfactory experience to customers.

At the same time, customer expectations have changed; today, customers expect a mobile/responsive, dynamic user experience that is more visually engaging, and that is customizable and personalized. The existing portal will be enhanced to be more user-friendly, providing the customer direct, easy, and searchable access to the information they deem important.

Northeastern University today operates on a global scale with multiple graduate campuses in the United States and Canada, international coops, study abroad programs and global research opportunities. All of these areas encompass one Northeastern, and a new portal will support the experience and connections across the world.

Feedback

Students, faculty, staff, and all other stakeholders are encouraged to submit feedback to myNEUfeedback@neu.edu. Feedback will be compiled on a regular basis and presented to the various members of the project team involved with the development of a new customer experience platform.

Completed Milestones

March 2016 – Functional Team Kickoff
April 2016 – Discovery Phase
May 2016 – RFI sent to potential vendors

Updates

More updates coming soon.

How To Know If There is A Technology Outage

ITS has several ways of informing the Northeastern community of an outage, planned or otherwise. Here’s what you can do to stay in the know:

  • Follow the ITS Twitter account @NortheasternITS for the latest information concerning an outage.
    • NOTE: Do not tweet to notify ITS about issues. Please call ITS Service Desk at 617.373.4357 (xHELP), as it is staffed 24/7, and Twitter is not.
  • Visit the ITS System Status page, where you will find not only information from the status of different systems, but also posts and updates during outages.
  • Check out the ITS website – there is a widget in the top right of the home page.
  • Go to myNEU where major planned outages will be posted on the login page
  • Watch your email inbox for a message from ITS.

As always please report issues to the ITS Service Desk at 617.373.4357 (xHELP) or help@northeastern.edu. ITS cannot fix a problem that we are not aware of, so if you see something, say something. We are all focused on keeping everything running smoothly for the university and your assistance is critical.