What happens when students don’t get the help they need, despite institutions offering robust support services? In this episode of Inside the Learning Experience, WGU Labs researchers unpack what they’re learning from students as they design Stu, an AI-powered student support tool built to proactively connect learners with the right resources at the right time.

Betheny Gross is joined by senior research scientists Youngki Hong and Stephanie Reeves to explore why student support services are underutilized, how barriers like belonging, stigma, and awareness shape help-seeking behaviors, and where AI can and can’t step in. Drawing on large-scale surveys, interviews, and early user testing, the conversation highlights critical design insights, equity considerations, and open research questions around personalization, trust, and the role of AI in supporting motivation, belonging, and long-term student success.