WSU requires in-depth understanding of the student user experience to inform future service areas or improvements to current services with a focus on key themes of Recruitment and Retention activities. The activity should uncover gaps in process, information and technologies for students and learners to progress their studies at Western Sydney University.

WSU is also moving towards using the CAUDIT Business Reference Model as a key artefact to manage capabilities that define products and services offered at WSU. This activity needs to focus on Students and Learners as the User and how they interface with WSU Curriculum Products and Supporting Services to complete their learning objectives. While this exercise's primary focus is the students experience across the Value Stream in the areas which touch on of Recruitment and Retention themes, it should also determine gaps for the key staff and processes that underpin the capabilities and contribute to the delivery of WSU Products and Services