This is the backbone of the scaled study. It starts from a taxonomy of base tasks that span the whole student journey, application and admissions, getting an MEID, residency, advising, self-enrollment, financial aid, adding and dropping classes, transcripts, transfer, swirling, veterans benefits, Disability Resources, counseling, basic needs, campus tech, the bookstore, and graduation offboarding. Each base task is a felt need, never a destination. The bank multiplies those tasks by persona and by the ten colleges to reach roughly 500 distinct persona-and-task scenarios and about 5,000 task-runs. Every row carries a Scenario ID, the persona, the campus, the journey stage, the one task, the suspected barrier, the tester type, a Salesforce-dependency flag, and fields for status, tester, date, result, and severity. The full bank is the spreadsheet; a sample is shown below.
46 tasks covering the whole journey, each written as a problem, not a destination. Twelve are flagged as Salesforce-dependent (advising assignment and booking, aid-impact-at-drop, consortium aid).
Each task is run by several personas from the library, because different barriers reveal different failures. This is what lifts the bank toward 500 distinct persona-and-task scenarios.
Each scenario is attempted at each college, where the local name and page layout differ. 500 scenarios across 10 colleges is about 5,000 task-runs.
Showing a representative slice. Gold rows and the Wave 2 tag mark scenarios that need the Salesforce tool to exist first. The full 181-row bank lives in the workbook.
| ID | Persona | Campus | Stage | Task (problem, not destination) | Suspected barrier | Tester | Wave |
|---|---|---|---|---|---|---|---|
| S001 | P01 Marisol Reyes | GCC | Get in the door | Apply to the college as a brand-new student. | Multiple entry points, unclear which form, account vs application confusion. | Human | Wave 1 |
| S009 | P02 Darnell Carter | SCC | Plan the path | Get prior or transfer credits evaluated. | Transcript submission unclear, evaluation slow, old credits in limbo. | Human | Wave 1 |
| S017 | P03 Alex Nguyen | GCC | Plan the path | Choose or change your major / Field of Interest. | FOI not district-wide, undecided students get no scaffolding. | Human | Wave 1 |
| S024 | P04 Ana Lucia Torres | Phoenix | Get in the door | Enter through Adult Ed / GED / ESL and find the next step into credit classes. | Adult-Ed-to-college bridge invisible, no Spanish path. | AI | Wave 1 |
| S030 | P05 Hassan Abdi | EMCC | Get in the door | Apply to the college as a brand-new student. | Multiple entry points, unclear which form, account vs application confusion. | AI | Wave 1 |
| S036 | P06 Robert Kessler | MCC | Plan the path | Get prior or transfer credits evaluated. | Transcript submission unclear, evaluation slow, old credits in limbo. | AI | Wave 1 |
| S042 | P07 Jasmine Williams | CGCC | Life gets hard | Find food / a food pantry on campus. | Basic-needs hub exists but unadvertised, eligibility unstated. | AI | Wave 1 |
| S048 | P08 Kevin Nguyen | GateWay | Get in the door | Register as a dual-enrollment / ACE high-school student. | Which login is which, parent step unclear, separate dual-enroll path. | AI | Wave 1 |
| S053 | P09 Linda Yazzie | SCC | Belong & grow | Find a club, community, or identity program that fits you. | Population/identity programs (veterans, AIP, TRIO, LGBTQ+) hard to find. | Human | Wave 1 |
| S058 | P10 Tyler Brooks | PVCC | When struggling | Set up Disability Resources (DRS) accommodations. | DRS intake heavy, documentation steps unclear, no online-only path. | AI | Wave 1 |
| S064 | P11 Destiny Carter | SMCC | Pay for it | Get emergency aid fast during a crisis. | Emergency aid exists but unfindable, slow turnaround, no clear ask. | AI | Wave 1 |
| S070 | P12 Mei Chen | SCC | International | Keep F-1 visa status valid while registering and paying. | International-student office and visa rules hard to find together. | AI | Wave 1 |
| S075 | P13 Marcus Johnson | SMCC | Get in the door | Apply to the college as a brand-new student. | Multiple entry points, unclear which form, account vs application confusion. | Human | Wave 1 |
| S080 | P14 Priya Patel | CGCC | Plan the path | Get prior or transfer credits evaluated. | Transcript submission unclear, evaluation slow, old credits in limbo. | AI | Wave 1 |
| S085 | P15 Frank DiMarco | PVCC | Get in the door | Get your MEID and first login without coming to campus. | MEID lookup buried, DUO setup hurdle, no obvious help-desk path. | Human | Wave 1 |
| S090 | P16 Sofia Ramirez | Phoenix | Pay for it | Find scholarships you actually qualify for. | Generic scholarship list, eligibility unclear, DACA/F-1 cases unaddressed. | AI | Wave 1 |
| S094 | P17 DeShawn Allen | GCC | In class | Drop a class and know the refund and withdrawal deadline. | Drop vs withdraw, refund line, deadline all hard to find together. | AI | Wave 1 |
| S098 | P18 Grace Okafor | Rio | Swirl | Take one needed class at a second college (consortium). | Second application still required, two logins, two portals. | AI | Wave 1 |
| S103 | P19 Caleb Smith | EMCC | Get in the door | Complete new-student orientation / FYE. | Orientation hidden or video-only, no low-bandwidth path. | Human | Wave 1 |
| S108 | P20 Brittany Hale | MCC | Pay for it | Complete financial-aid verification before the deadline. | Multi-step, jargon-heavy, deadline not surfaced, easy to abandon. | AI | Wave 1 |
| S113 | P21 Omar Haddad | SCC | When struggling | Set up Disability Resources (DRS) accommodations. | DRS intake heavy, documentation steps unclear, no online-only path. | Human | Wave 1 |
| S118 | P22 Nicole Tran | GateWay | Plan the path | Self-enroll in your first classes. | Class search confusing, prereq holds unexplained, no plan to follow. | AI | Wave 1 |
| S124 | P23 Jordan Lee | PVCC | When struggling | Find counseling / mental-health support and confirm it is confidential. | Counseling vs academic advising conflated, confidentiality unstated. | AI | Wave 1 |
| S128 | P24 Aaliyah Robinson | SMCC | Pay for it | Find out when aid disburses and when your refund lands. | Disbursement and refund timing hard to find, no clear calendar. | AI | Wave 1 |
| S132 | P25 Gabriel Mendez | Phoenix | Get in the door | Apply to the college as a brand-new student. | Multiple entry points, unclear which form, account vs application confusion. | AI | Wave 1 |
| S137 | P26 Hannah Berg | CGCC | Get set up | Figure out that Canvas is the LMS and that classes live there. | No one says where classes are, LMS unnamed, login path unclear. | Human | Wave 1 |
| S141 | P27 Victor Nguyen | Rio | Swirl | Take one needed class at a second college (consortium). | Second application still required, two logins, two portals. | Human | Wave 1 |
| S145 | P28 Maria Gonzalez | GateWay | Get in the door | Enter through Adult Ed / GED / ESL and find the next step into credit classes. | Adult-Ed-to-college bridge invisible, no Spanish path. | Human | Wave 1 |
| S150 | P29 Ethan Park | CGCC | Get in the door | Register as a dual-enrollment / ACE high-school student. | Which login is which, parent step unclear, separate dual-enroll path. | AI | Wave 1 |
| S154 | P30 Rosa Jimenez | SMCC | Get in the door | Enter through Adult Ed / GED / ESL and find the next step into credit classes. | Adult-Ed-to-college bridge invisible, no Spanish path. | AI | Wave 1 |
| S158 | P31 Tyrone Davis | MCC | Get set up | Use campus tech: print a form, get on wi-fi, use a lab. | Top frustration: printing, wi-fi, DUO/login, lab access all friction. | AI | Wave 1 |
| S162 | P32 Leila Hassan | GCC | When struggling | Set up Disability Resources (DRS) accommodations. | DRS intake heavy, documentation steps unclear, no online-only path. | AI | Wave 1 |
| S166 | P33 Cody Martin | EMCC | Look ahead | Certify VA / veterans education benefits. | VA certification steps scattered, school certifying official hard to reach. | AI | Wave 1 |
| S170 | P34 Samantha Wright | SCC | Finish & leave | Save your email, Drive, and coursework before the account closes. | No one warns that the account closes, offboarding path absent. | AI | Wave 1 |
| S174 | P35 Andre Thompson | SMCC | Plan the path | Find or get assigned an advisor. | No advisor in SIS, students unaware they can get one. | AI | Wave 2 |
| S178 | P36 Yuki Tanaka | CGCC | International | Get a foreign transcript evaluated for credit. | Foreign credential evaluation path unclear, slow, jargon-heavy. | AI | Wave 1 |
| S014 | P02 Darnell Carter | SCC | In class | Understand how dropping affects your financial aid. | Aid impact of a drop not surfaced at the moment of dropping. | AI | Wave 2 |
| S046 | P07 Jasmine Williams | CGCC | In class | Understand how dropping affects your financial aid. | Aid impact of a drop not surfaced at the moment of dropping. | AI | Wave 2 |
| S055 | P09 Linda Yazzie | SCC | Plan the path | Book an advising appointment. | Booking tool hidden or login-walled, long wait, no after-hours option. | Human | Wave 2 |
| S068 | P11 Destiny Carter | SMCC | Plan the path | Find or get assigned an advisor. | No advisor in SIS, students unaware they can get one. | AI | Wave 2 |