2020 Case Study Compendium

FOUR-YEARFOUR-YEARUNIVERSITYIntegrating Navigate into Campus-Wide Policies andPractices for Quick Wins and Long-Term ChangeUniversity of South Alabama, Public Research University, Mobile, Alabama About: The University of South Alabama (USA) is a public researchuniversity with a total enrollment of 16,211 and a six-year graduation rateof 36%.Impact Highlights12% Challenge: Since 2005, USA had experienced declining retention in themidst of enrollment growth. With six- and four-year graduation ratesplateauing at 36% and 17%, respectively, USA sought to help studentsgraduate on time and improve overall student performance.Increase in institutionalretention across four years Solution: USA developed a four-pronged strategy to help more studentsgraduate in a timely manner with the right major. They used Navigate datato identify areas of focus. USA then launched two campaigns in 2016, oneto encourage high credit-hours students to graduate and the second toenroll students in need of additional support in intensive academic coaching. Impact: Through its partnership with EAB, USA was able to increaseretention by 12% across four years and graduate an additional 126 studentsin 2016.126More students who graduatedin 2016 due to NavigateHigh-Hours CampaignCapturing Quick Wins by Helping High-Hours Students GraduateUsing Navigate Datato identify enrolled students with: 120 credits 2.0 GPA Not yet pending graduationShared list of 340identified students126 more studentsAdvising center staff and collegedeans sent out notices to studentsto select or change majors andapply for graduation 2021 by EAB. All Rights Reserved.graduated in 2016 becauseof the high-hours campaign9eab.com

Identifying Students with Greatest Need for Intensive Academic CoachingPiloting an Academic Success Coach Campaign for High Need Students1Using the following factors, USA found 200 studentsto target (later expanded program to 400)Assigned each student to a designatedfaculty member who serves as a highquality academic coach. Academic coaches:2In one of four majors withlow faculty-to-student ratioAccess Navigate alertsand mid-term gradesSophomore or juniorProvide support acrossacademic struggle, financialdistress, and personal problemsGPA 3.0Navigate indicator:medium or high needQualitative input from facultyResults: High Need Cohort Making Positive ProgressIncrease in Cumulative GPAIncrease in Credit Completion4.9%0.114.2%Retention Rate81%80%82%CampaignNon-campaignOf students said coachinghelped them a g-Term Strategy Combined Quick Wins Moving the Dial on RetentionFour-Pronged Strategy for TransformingStudent Success at USAConvening academicsuccess committeeStructureGrowth in Institutional RetentionUsing institutionalreports for internalperformance metrics12%Performanceincrease infour years73%2015PracticeTargeting high-needmajors with academiccoaching 2021 by EAB. All Rights Reserved.Campaigns65%2011Encouraging highhours students tograduate10eab.com

FOUR-YEAR UNIVERSITYCollaborating to Support and Reenroll VulnerableStudents Leads to 5M in Additional RevenueUniversity at Albany, Midsize Public Research University in Albany, NY About: The University at Albany, part of the SUNY system, has 13,500undergraduate students, a 65% six-year graduation rate, and an 83%retention rate. Challenge: In recent years, Albany has experienced enrollment growth, anew president, and a new strategic plan emphasizing student success.More than half of Albany students receive financial aid through the NewYork State Grant Programs and 45% are Pell recipients. Albany hadachieved some success enacting a variety of practices to improveretention, but the impact was not what they hoped due to poorcoordination among student-facing offices across campus. They needed adriving force to create a more collaborative culture. Solution: Albany partnered with EAB in 2015 and implemented Navigatein student-facing offices across campus. Advisors use Navigate to workwith Grant students to keep them in compliance, and advisors also reachout to unenrolled students to get them back on campus.Impact Highlights 4M Additional tuition dollars fromGrant students reenrolledthrough Navigate campaign 1M Additional tuition revenuefrom a separate Navigatereenrollment campaign Impact: Navigate allows Albany’s various offices to collaborativelysupport students and keep them on track to graduation. Through multiplecampaigns, Albany has re-enrolled thousands of additional studentsresulting in over 5M in tuition revenue.Navigate’s Coordinated Care Network Enables Easy CollaborationFinancial AidAdvisementFinancial aid counselors canaccess information sentto the student by advisors,housed centrally in onespaceAcademicSupport CenterDepartmentalAdvisorsShare studentinformation and historybetween pre-declarationadvisors and majoradvisorsResidenceLifeFacultyFaculty can easily identify astudent’s Resident Directorand request a wellnesscheck for a student they’reworried aboutOUTCOME:OUTCOME:OUTCOME:Counselors and advisorsquickly and efficiently resolveGrant compliance issuesStudent has a stronger startin his or her major with moreinformed and accurate advisingStudent receives help andsupport when they need itmost—over 60 wellnesschecks were requested byfaculty in the last year 2021 by EAB. All Rights Reserved.11eab.com

Scholarship Compliance Campaign Leads to 4M in Tuition RevenueHalf of Albany students are eligible for the statewide Tuitionand Scholarship Program, which requires students to be ingrade and enrollment compliance to receive tuition moneyEAB Technology Helps Keep Students in Compliance1Use EAB to identify Grant recipients and their compliancestatus, focusing on two key variables: applicable credits andmajor declaration2Advising staff identify why students aren’t compliant withGrant requirements3Advisors create an individual action plan in the EAB platform toget students reenrolled and ensure they become or remainGrant compliant4Major departments receive and implement a plan to ensure allstudents come into compliance862 4M Previously noncompliant Grant studentsreenrolled through the campaignAdditional tuition dollars fromreenrolled studentsReenrollment Campaign Leads to 1M in Tuition Revenue1234IdentifyOutreachLearnConnectUsed the EAB platformto identify currentlyenrolled students with2.0 GPA who weren’tgraduating or enrolledfor Spring termCreated a watch listof these studentsand began targetedoutreach fromadvisorsReceived 300 studentresponses citingdifficulty connectingwith advisors, financialhardship, and otherconcernsConnectedwith campusdepartments toaddress individualstudent issues1,9601,574307 1M Students contactedthrough thecampaignStudents reenrolled throughthe campaignMore students enrolledin Spring semester thanin the previous yearAdditional tuitionrevenue from reenrolled students 2021 by EAB. All Rights Reserved.12eab.com

CASE STUDYConnecting the Entire Campus to Improve StudentSuccess at a Regional Private UniversityNational Louis University, Small Private University, Chicago, IL About: National Louis University (NLU) is a Hispanic-Serving Institution with anontraditional population of approximately 9,000 undergraduate and graduatestudents. NLU has a 48% four-year graduation rate and a 72% annualpersistence rate. Challenge: Historically, NLU’s undergraduate student body was primarily parttime, online, and/or evening transfer students. In 2015, they launched a newfull-time daytime program serving largely first-generation, low-income students.In 2018, NLU merged these populations, building the Undergraduate College withthe mission of improving equity in degree attainment and employment. However,siloed and reactive departments using multiple technology systems preventedstudents from getting proactive support and progressing toward a degree. Solution: NLU’s Undergraduate College hired a team of success coaches (hightouch academic advisors) to collaborate with faculty to support students. Theythen implemented Navigate to strengthen coordination between faculty, coaches,and additional support staff, facilitating holistic support and improving studentoutcomes.Impact Highlights90%Faculty progress reportresponse rate13%Higher retention of NLUfreshmen vs. comparableChicago students Impact: NLU students now have 13% higher first- to second-year retentioncompared to Chicago students with a similar academic profile. 90% of facultyresponded to progress reports in Navigate, and 98% of students surveyedreported that faculty and success coach outreach was helpful.Addressing Process Challenges Within the Undergraduate CollegeEAB’s Navigate Helps NLU Break Down Siloes and Shift to a Data-Informed CulturePersisting Challenges in NLU’sNew Undergraduate CollegeImplemented in 2018, Navigate Provides Transparencyand ActionabilitySiloed support offices lackedvisibility into how otherscommunicated with studentsTeams of faculty, coaches, learning specialists, and studentsuccess staff collaboratively review centralized studentinformation in Navigate and assign interventionsFaculty couldn’t identify students’coaches to request follow-up withstudents who may need supportFaculty submit progress reports in Navigate to update theappropriate coach on student progress and flag students forfollow-upCoaches lacked visibility into students’real-time academic performanceCoaches use communication campaigns and filterable watchlists, informed by real-time grade and attendance data,to prioritize supportSupport staff received outdated infofrom other offices, often too late tokeep students on trackFinancial advisors and coaches use real-time verification,hold, and FAFSA information to ensure students are eligibleto register for the next term 2021 by EAB. All Rights Reserved.13eab.com

All Campus Stakeholders Use Navigate to Collaborate and ConnectTechnology Enables Staff and Faculty to Work Together to Improve Student SupportFacultySuccess CoachesSupport UnitsStudentsSubmit progressreports throughoutthe termMonitor student progresswith outreach campaignsand customizable listsReceive referrals fromfaculty and coaches andsupport studentsUse the Navigate Studentapp to find resourcesand important to-dos90% 11,496236%98%Response rate toprogress reportsAdvising, coaching, andfinancial aid appts. loggedin Navigate in one yearIncrease in tutoringappointments comparedto prior yearPercentage offreshmen adoptingNavigate Student app24,23487.7%1600%98%Total alerts aboutstudents issued, July2018 to June 2019Percentage of fulltime students whomet with their advisorIncrease in referralsover prior termPercentage of studentsreporting that facultyand advisor outreachwas helpful to them93%EAB really takes the guessworkout of everything.”Percentage of studentfinancial casessuccessfully closed–NLU AdvisorImpressive Retention Across Student PopulationsImproving Transfer Retention Rates Across MajorsAcademic Year (AY) 16-17 to AY 17-1880.0%79.7%67.7%76.0%80.0%AY 16-1768.3%66.7%62.9%62.5%AY 17-1857.1%Human Services(online)Human Services(campus-based)PsychologyEarly ChildhoodPracticeElementary and EarlyChildhood EducationSurpassing Expectations for First-Time Full-Time Student Retention100%13%0%Higher retention of NLU freshmencompared to Chicago students withsimilar academic profile53%Comparable Chicago students 2021 by EAB. All Rights Reserved.66%NLU students14eab.com

CASE STUDYHow EAB’s Navigate Helped a Small Private CollegeSupport Students and Redeploy Staff During a PandemicConcordia College, Small Private College, Moorhead, MN About: Concordia College is a small private Christian school with 2,010students, an 80.2% retention rate and a 75% six-year graduation rate. Challenge: During the COVID-19 pandemic, Concordia was forced tocease in-person operations. Their emergency response team worried thatmany students wouldn’t have the necessary resources or support toaccess their online courses and finish the semester. Solution: Concordia College has been part of EAB’s Student SuccessCollaborative partner for six years, going live with Navigate in 2015. Whileclosing campus, Concordia emailed all students a departure form to assessimmediate needs and used Navigate to reach unresponsive students.Additionally, faculty submitted Navigate Progress Reports to flag studentsstruggling with remote learning. Leveraging the Coordinated Care Networkthey built with Navigate in the months prior, Concordia redeployed studentsupport staff to quickly act on students’ challenges and concerns. Impact: Using Navigate to reach students, Concordia saw a 16% increasein departure form submissions, and 93% of faculty participated in acampaign to identify students struggling in online courses. Additionally,Concordia redeployed more than a dozen staff to follow up on studentconcerns and better meet time-sensitive student needs.Impact Highlights16%Increase in student submissionsof departure forms93%Faculty response rate to ProgressReports, identifying studentsstruggling in online courses15Employees in one divisionredeployed to better meetstudent needs during thepandemicNavigate Helps Concordia Staff Assess the Needs of All Students as Campus ClosesImmediately following the transition to remote instruction due to COVID-19 in March 2020, Concordia’s emergencyresponse team, comprised of stakeholders from Student Development and Campus Life, emailed allstudents a departure form to assess their plans and identify students in need of support. In the following weeks,they relied on Navigate to uncover even more students struggling to cope.1Sent departure forms to allstudents to determine their: Housing plans (return tohome of origin, remain indorm, etc.)23Used a Navigate textmessage campaign tofollow up with students whodidn't submit their forms Financial situation(including ability to travel)Launched Progress Reports in Navigate,allowing faculty to flag struggling students.Faculty submitted alerts based on: Academic participation Financial concerns Academic performance Technology barriers Emotional well-being Doubt about staying atConcordia Computer and internetaccess for online learning83%of students completed formsent via email 2021 by EAB. All Rights Reserved.99%of students completed formafter Navigate text campaign1593%of faculty submittedProgress Reports425students flagged by faculty(23% of all students)eab.com

Providing Timely Student Support Based on Insights from NavigateDepartureformsNavigate textmessagingNavigate ProgressReportsA holistic pictureof immediate andlonger-termstudent needsAfter campus operations pivoted to remote instruction, Concordia’s Student Development and Campus Lifedivision redeployed available staff to act on this time-sensitive information about student needs,ensuring students received quick help.PHASE 0: Prior to the PandemicBuilding a Coordinated Care Network with a phased rollout of Navigate laid the groundworkfor Concordia’s quick response to the pandemicSummer 20164 support offices go live withNavigate, including AcademicAdvisingSpring 2019Winter 20199 more support offices go liveduring full implementationAdditional support officegoes liveSpring 2020Additional support officegoes livePHASE 1: Leading Up To and DuringCampus ClosurePHASE 2: Across the Semester withVirtual OperationsTaskforce all basic student needs are metProviding continued care to foster successSupport EffortsStaffParticipatingSupport EffortsStaffParticipatingConnected students experiencingsymptoms of COVID-19 to clinicsCareer assistantdirectorCreated a guide on how to accessonline coursesCareer coachDistributed financial aid for studenttransportation and basic needsResidence halldirectorsTroubleshooted student challengesaccessing online classesAdministrativeassistantCentrally tracked support requestsand prepared emails for leadershipto send to studentsOrientationassistantdirectorCompiled resources on local foodpantries and organized a food driveCampussustainabilitycoordinatorProvide outreach and programs for80 international students stayingon campusResidence halldirectorsDirector ofstudent conductObtained supplies for emergencyquarantine of students on campusStudentengagementstaffConnected students with wellbeing resources, such as housing,mental health support, andLGBTQ resourcesPurchased gas gift cards to helpstudents travel homeCareer coach“Our work with Navigate across the last yearhelped us develop a philosophy of how wewant to coordinate care for students.When the pandemic hit, staff had alreadybecome accustomed to helping support arange of student needs outside their office,which was critical to our success during thisincredible time.”Various Staff Deliver Timely Support 60,00015Emergency aid providedto 313 students for needsidentified by departureforms and Navigate1Total staff membersredeployed in one 40person division to meeturgent student needs-Lisa Sethre-Hofstad, VP for Student Development & Campus Life1) The emergency aid was funded by Concordia’s Student Development & Campus Life division 2021 by EAB. All Rights Reserved.16eab.com

COMMUNITY COLLEGENavigate Interventions Lead to Increase in AdvisingAppointments and Much-Needed Funds for StudentsArapahoe Community College, Midsize Institution in Littleton, CO About: Arapahoe Community College, with three campuses and 9,600students, is part of the Colorado Community College System. Thethree-year graduation rate is 20%.Impact Highlights225% Challenge: Prior to partnering with EAB, Arapahoe struggled to gaintraction with other early alert systems and faculty were wary of newstudent success technology. Departments and offices operated insilos, which led to uncoordinated and overwhelming communication tostudents. Advising appointments were also difficulty to manage andtrack, and advisors found it challenging to maintain their caseloads.Increase in early alerts inNavigate vs. previous system 9,641 Solution: Arapahoe introduced Navigate’s early alert feature tostreamline the process for faculty and ensure all student cases areproperly triaged and addressed. Additionally, email and text messagecampaigns encourage students to schedule and attend advisingappointments, lowering the no-show rate.Emergency fund dollarsdistributed due to early alerts92.9% Impact: The volume of early alerts increased 225% with Navigatecompared to the previous system, which led to increased distributionof much-needed e

University of Wisconsin–Milwaukee Successfully Recruits Back More than 100 Students with EAB About: The University of Wisconsin–Milwaukee (UWM) is a public research university with a total enrollment of 22,674 and a 41% six-year graduation rate. Challenge: UWM is a large, complex, urban institution featuring a