Overview

A fresh new look and best-in-class student accommodation selection journey enabled CLV to move forward with a more unified global team and streamlined processes.

Campus Living Villages (CLV) are global student accommodation specialists. As the only student accommodation provider working across four regions and six countries, CLV is committed to creating tailored student communities that suit the unique culture of each campus, University or city they work with. CLV proudly houses over 45,000 students across Australia, New Zealand, England, Scotland, Wales and the United States.

CLV strives to give students more than just accommodation - they are seeking to provide its residents with a home and a community. In order to deliver on that goal, and recruit /retain students in an increasingly challenging post-pandemic environment, CLV undertook a Digital Transformation project. They want to ensure their marketing, communication, IT, and digital support services are meeting the needs of the ever increasing demands of the new generation of potential residents and are delivering a seamless and unified customer experience.

Deepend ran an immersion phase spanning website data analysis, competitor research, 44 virtual user interviews across four continents, 20 stakeholder interviews, affinity mapping, journey mapping and co-design workshops.

These insights informed solution design, including revised room-booking logic, a refreshed digital brand and high-fidelity interactive prototypes used to align stakeholders around the future experience.

What We Delivered

• Website data analysis
• Competitor analysis
• 44 virtual user interviews across four continents
• 20 stakeholder interviews
• Customer segmentation and personas
• Affinity mapping and user journeys
• Co-design workshops
• UX audit of regional booking processes
• Room inventory and booking logic redesign
• Four-step online booking journey
• Digital brand evolution
• High-fidelity interactive prototypes

Impact

• Reduced displayed room inventory by 80%
• Designed a seamless four-step online room booking journey
• Re-engineered and digitised legacy and offline processes across four regions
• Created one updated global brand across CLV markets
• Research and data directly informed visual design features
• Helped regional stakeholders align around one digital and brand vision

Problem & Insight

CLV needed to balance global consistency with regional differences in business process, student expectations and local brand expression. Research showed that the student decision journey involved more than prospective residents alone, extending to parents, agents and co-sharing friends.

This broader view of the ecosystem helped Deepend design for the full decision process rather than a single user type.

Strategy & Experience Design

Deepend used affinity mapping, personas, user journeys and co-design to translate research into clear experience priorities. The room booking journey was simplified through an extensive UX audit and redesigned business logic agreed across regions.

The digital brand was also evolved to better reflect Gen Z expectations while creating a shared identity that regional teams could adapt with local flavour.

Technology & Delivery

The live page focuses on research and solution design rather than the final technical implementation. Deepend produced high-fidelity interactive prototypes to help stakeholders evaluate and agree the integrated experience before build decisions were made.

Results

The design work reduced room inventory display by 80%, created an entirely online four-step booking journey and established a unified digital brand across four regions. The project also gave CLV a clearer basis for streamlining legacy processes and aligning global stakeholders around a common customer experience.

Frequently Asked Questions

How did Deepend improve the Campus Living Villages booking experience?

Deepend audited the booking process across CLV regions, redesigned the room-selection logic and created a seamless four-step online booking journey. The redesign also reduced displayed room inventory by 80%.

What research did Deepend conduct for Campus Living Villages?

Deepend conducted website data analysis, competitor research, 44 virtual user interviews across four continents, 20 stakeholder interviews, affinity mapping, journey mapping and co-design workshops.

How did the CLV project support Gen Z students?

The experience was designed around the expectations of prospective and existing Gen Z residents, with research also including parents, agents and co-sharing friends to reflect the wider decision-making ecosystem.

How did Deepend unify Campus Living Villages across different regions?

Deepend evolved CLV's digital brand and customer experience so four regional markets could operate under one global identity while retaining flexibility for local needs.

What outcomes did the Campus Living Villages platform design achieve?

The work reduced displayed inventory by 80%, created an entirely online four-step room booking journey, digitised legacy processes across four regions and aligned stakeholders around one global digital and brand vision.