Persona Journey Mapping to Drive Equity During an LMS Transition

Abstract

Technology systems that support learning–such as Learning Management Systems, or LMS’s–can change frequently in higher education. This often creates significant challenges for faculty-support staff during a transition–or migration–period. When equitable practice is deprioritized during these migrations, there is a high chance that stakeholders will experience adoption resistance, putting the project’s success and subsequent student experience at risk. Using a vignette and case study qualitative methodological approach, three researchers at a large urban university in the Pacific Northwest detail personas and journey mapping as an equitable design practice during a LMS migration on a rapid development timeline. This paper details how personas were created, how journey mapping impacted various teams, and how centering equity better prepared staff to support instructors throughout the migration while addressing the student learning impact.

Keywords

• personas
• journey mapping
• equitable design
• LMS transition
• design practice