sdnc13 -day2- normally… we assumed… nobody told us… by heather madden & jean mutton
Post on 28-Jan-2015
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Normally……We assumed……Nobody told us……
Heather Madden, Cork Institute of Technology (CIT)Jean Mutton, University of Derby
Service Design @ Derby
Recognition across the Higher Education sector
• JISC’s Relationship Management resource toolkit • EDUCAUSE
7 Things You Should Know About Service Design • We were commissioned to write
Service Design Guide for FE and HE • Worked with several institutions to apply service
design in their organisations• Queens University, Belfast• Cork Institute of Technology, Éire• Universities of Bradford, Bristol and Edinburgh
Photo of students lost
“as-is” blueprint
CULTURE
Service Design @ CIT
• University of Derby Enrolment project - DERBI
• RECAP – Review & Enhancement of CIT’s Admissions Processes
• a section of the student lifecycle from
“offer accepted” to “in class, ready for learning”• new part-time students
Personas
Impact
• Part-time Office – footfall reduced by 60%
• myCIT Student Portal - traffic + 24%• Reduction in number emails to “all”
students• Improved service for new students• Process clarity for staff
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