Editor’s note: This article is adapted from a conversation with Greg Pillar on the Illumination Podcast. To hear the full discussion, listen to the episode here.
In higher education, much of the conversation around persistence and success focuses on academics. Faculty quality, course design, and curricular innovation all matter—but they’re not the full story. What too often gets overlooked is the quieter, behind-the-scenes ecosystem of communication, workflows, and administrative processes that students encounter daily. These touchpoints can either reinforce belonging or create frustration that drives learners away.
The Hidden Curriculum of Processes
For many learners—especially first-generation students—the most daunting challenges aren’t in the syllabus but in navigating institutional systems. Registration, billing, financial aid, advising, and graduation audits are all complex processes that require clarity and consistency. When communication is unclear or riddled with jargon, institutions unintentionally create a “hidden curriculum” of procedures that students are expected to understand but have never been taught.
This hidden curriculum erodes confidence. Students who feel lost in administrative processes may disengage from the institution entirely, regardless of their classroom performance. Every unclear email, unexplained delay, or contradictory message becomes one more “paper cut” that, over time, leads to attrition.
Communication as a Trust-Building Tool
Consistent, student-centered communication is one of the most powerful tools institutions have to combat uncertainty. Transparency, even when decisions are complex or outcomes are not ideal, builds credibility. Students are more likely to trust a system that explains the “why” behind requirements than one that hides rules or delivers surprises at the last moment.
Equally important is owning mistakes when they occur. No institution is flawless, and errors will inevitably happen. But a quick acknowledgment and resolution signals integrity. Students notice when institutions act with accountability—and that recognition fosters trust.
Designing the In-Between Moments
Institutions often focus heavily on major milestones: admissions, registration, commencement. Yet the real student experience unfolds in the “in-between” moments—the weeks of navigating advising, the deadlines for paperwork, or the processes for making appeals.
These moments should be designed with the same care as a syllabus. If a process confuses faculty or staff, it will almost certainly overwhelm a student. Institutions should use student voices and data to identify friction points, refine workflows, and test communications for clarity. Even seemingly small barriers can have outsized effects on persistence, especially when they intersect with financial aid or time-to-completion.
Systems, Workflows and the Cumulative Effect
Students rarely stop out because of one bad class or one missed deadline. Attrition often results from the cumulative effect of friction across multiple systems. Each extra layer of signatures, each unclear step, each redundant office visit adds up until the weight of persistence outweighs the will to persist.
Institutions should regularly review workflows to ensure they still make sense. Processes often evolve around individual preferences—an added step here, a form there—until the original purpose is lost. Periodic audits of systems and workflows can eliminate unnecessary steps, saving both staff and students time while reducing frustration.
For example, something as simple as reducing layers of approval for grade changes or degree substitutions can significantly improve student outcomes, especially when tied to financial aid eligibility. Small process improvements can create immediate, tangible benefits for learners.
Strategies for Alignment Across the Institution
Creating a seamless student experience requires shared ownership. Persistence is not the responsibility of one office or one role; it is everyone’s job. Several strategies can help align institutional practices:
- Shared Ownership: Develop cross-departmental planning so that academic and student affairs efforts complement each other rather than operate in silos.
- Faculty as Translators: Equip faculty with enough process knowledge to guide students or at least explain the reasoning behind complex steps. Faculty are often the first point of contact, and even a small amount of context can reduce confusion.
- Integrated Communication: Align faculty messaging with institutional communications to reduce mixed signals about deadlines and requirements.
- Professional Development: Invest in staff and faculty training that connects pedagogy with systems knowledge.
- Culture of Care: Foster an environment grounded in empathy and transparency. Students can feel when policies are designed to support them rather than punish them.
Keeping Students at the Center
In an era where institutions face increasing pressures to do more with less, it’s tempting to design systems that make life easier for staff. But the ultimate goal should always remain clear: helping students achieve their educational and career aspirations.
Every process, every communication, every policy should be examined through the lens of whether it keeps students front and center. When institutions approach their operations with empathy, transparency, and intentional design, they not only improve student persistence but also strengthen the trust that sustains long-term success.
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