This plan will take a look at all influencing factors that exist within your institution's digital eco-system in order to understand the "Student Journey". This means evaluating all "online" touch points in order to establish an understanding of where your institution is succeeding and where there is room for improvement. Asking whether a certain process is a "positive user experience or a major point of frustration for students" is an important question for this exercise. Once the areas of improvement have been identified, a plan is then put in place to achieve the desired state along with strategies to achieve this state.