designing meaningful education as a service
DESCRIPTION
Workshop at the Service Design Conference, Berlin, 2010TRANSCRIPT
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Rotterdam University of Applied Sciences
Peter van Waart ([email protected])
Bas Leurs ([email protected])
Berlin, October 14, 2010
Designing Meaningful Education as a Service
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Experience = ‘Erlebnis’ / ‘Erfahfrung’
What is Experience?
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Can you influence how something is experienced?A stay in a hotel is more than just sleeping. One can design for an experience in all phases.
What one remembers is how it was experienced emotionally.
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
What is ≠ how it’s experienced
f/[email protected] [email protected]
10
5
15
20
25
30
Brrr,…cold! Pffft,…warm!
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Human values
The wordle displays the
terminal values defined by
Rokeach, M. (1973).
The Nature of Human Values.
New York: The Free Press.
“desirable, transsituational goals, varying in importance, that serve as guiding principles in peoples’ lives” (Schwarz, 2003)
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
humanvalues
Inspired by P. Desmet: Model of product emotions. 2002. TU Delft.
meaning
Process of interpreting meaning
stimuli
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
What about your experiences?
• Think of three meaningful moments from you (bachelor) study
• Describe the situation (actors, context) and the emotions that you did feel. (make drawings)
• Share your story, discuss it with others
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
What about your experiences?
• What do all these experiences have in common?
• What are the differences?• What’s important / remarkable?
• Present your findings on a flip chart
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Student Experience Survey at Rotterdam University
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
ManagementExperience
boarddirectors
back office, front office(grades administration, time tables)
course management
teaching staffstudent
studentpeer teaching staff
back office, front office
course management
directorsboard
StudentExperience
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Student Experience
1) Experience, what’s that?
2) Student Experience Survey
3) What should we do?
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Reason: Isn’t it there or don’t you just see it?
“Students don’t perveive coherency in the curriculum!”
Because:
- There is no coherency, or…
- Coherency is not perceived?
1987porsche944 (sort of back)@flickr.com
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Reason: Isn’t it there or don’t you just see it?
“Students don’t perveive coherency in the curriculum!”
Because:
- There is no coherency, or…Action: create more coherency
- Coherency is not perceived?Action: show coherency
1987porsche944 (sort of back)@flickr.com
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Student Experience Survey
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
• Methods• Results
– By theme– By category– General + Specific
• Conclusions and recommendations
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
The team
• 4 teachers• 8 students
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Students and other actors
Student experience• Students (of 2 courses) • Office• External affairs• ICT support• Teachers• Mentors
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Sample
Year CMD n =
1 5 10
2 5 10
3 5 7
4 4 4
Year GMT n =
1 5 10
2 5 5
3 5 -
4 5 -
Total 39 60
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Method
1. Data collection1. Motivation graph
2. Interviews (laddering)
2. Analysis and interpretation
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Method: Motivation graph
Student completes motivation graph:1. Average (0), above average (+1), below average (-1)
2. Moment / situation
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Method: Interviews
Interview
(laddering: reveal emotions)
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Method: Analysis
- Coding (categories)- Signify meaning
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Results
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Results: themes year 1
cate
gorie
s
t
hem
es
Confirmation Confrontations Getting
organised
Finalise
Excited+
_Insecure
Confusion Orientation
Acknowledgement Accomplishment
Disappointment
+
_
+
_
+
_
Q1 Q2 Q3 Q4
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Be at mercy Being put to
the test
Re-orientation Judgement
time
Excited+
_High pressure
Frustration
Overwhelmed
Satisfaction
Disillusion
+
_
+
_
+
_
Full of expectations
Proud
Grateful
Disoriented
Q1 Q2 Q3 Q4
ca
tego
ries
the
mes
Results: themes year 2
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Lonely Contemplating Cold shower Open end
Thrilling+
_DisrespectAbandonedFrustration
Insecure (GMT)
Boredom (CMD)
Challenged+
_
+
_
+
_
Proud (GMT)
Reassurement (CMD)
Neglection
Frustration
Rewarded
Q1 Q2 Q3 Q4
internship
ca
tego
ries
the
mes
Results: themes year 3
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Acceleration Wrap-up Pelgrimage Transformation
EnthousiastHome coming+
_Insecure High pressure
+
_
+
_
+
_
RewardingThrilling
Restless
Accomplishment
“Departure”
Q1 Q2 Q3 Q4
graduation
ca
tego
ries
the
mes
Results: themes year 4
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Result: Emotional Journey
Acceleration Wrap up Pelgrimage Transformation
Lonely Contemplation Cold shower Open end
Be at mercy Being put
to test
Re-orientation Judgement
time
Confirmation Confrontations Getting
organised
Finalise
1
2
3
4
internship
graduation
Q1 Q2 Q3 Q4
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Structural problems: facilities
• Electricity– Inflexibile layout of classrooms– Not enough power outlets– Outlets not connected
• Internet– Wireless no connection– Not enough outlets (ethernet)
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Structural problems: information
• Too late – Internship / Graduation – Time tables– Changes in time tables
• Unclear– Grades– Verbal confirmation– Crucial information is unclear
• Not accessible– Many seperate websites– Global search option is missing
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Structural problems: behaviour from teachers
• Little personal feedback on assignments
• Late/no reply to e-mail• Little commitment to students
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Structural problems: organisation
• Year 2 = year 1• Too much teamwork but no flexible schedules• A desire for more attention from teachers on extra-curriculair events• Mentality: studying doesn’t necessarily mean ‘going to school’
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Research results
Most negative experiences- Feeling of non-existence / lack of acknowledgement- Lack of trust (promises are hardly kept)- Not enough personal feedback
Frustrations:- Stress- Information is missing, incomplete, incomprehensible and late (most of the
time)- Power and internet outlets
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Physiological needs electricity, internet, work spaces,
Security grades, timetables, choices
Self-actualisation graduation, DesignThis!, internship
class, involvement of teachers, events at schoolLove and belonging
Esteem need Open project, personal feedback, student-assistent
director(s), facility management, ICT
office, ict
teachers, coordinators, external affairs
teachers, coordinators
teachers, coordinators, external affairs
Conclusies: pyramide van studentbehoeften
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Mental model of the organisation
student
FacilitiesClientsBuilding
GradesTimetables
Class ProjectsTeacher
Facility
management
ICT
Backoffice
Frontoffice
student student student
Management
Coordination
External Affairs
CompaniesInternship
Director
student
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Student
Experience
facilitiescli
ents
build
ing
Grade syste
m
time tabels
class
project
teacher
The student’s mental model
companies
internship
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Now what?
Enhance the experience of the student throughout the course
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
What to do?
1. Enhanced concentration and focus, all senses involved
2. Altered awareness of time
3. Emotional commitment
4. Unique individual process
5. Acting with ‘raw stuff’
6. Encompass a process of acting and immersion van doen en ondergaan
7. Element of play (flow)
8. To be in control
9. Balancing challenges and competencies
10. Clear goals
* Characteristics of an experience according Boswijk, Thijssen & Peelen, 2005;2007
interior, smell, colour, vision, sound, furniture, canteen
immersive workshops, events
‘my’ class/team/teacher/school
personal feedback
clients, technology/hardware
projects, events, to create / build
projects, events, to create / build
dealing with complaints, span of control, influence
open Project, Honours Programme
vision, coherency, objectives
What to achieve?* What to offer?
SDN Conference, Berlin 2010. Designing Meaningful Education as a Service.
Concluding remarks
• Acknowledge the student (‘I am’)
• Give personal feedback
• Put the student in charge (provide solutions for missing grades)
• Communicate how there is dealt with complaints (solved / unsolved)
• Keep your promises and tell the truth
• Organise events to celebrate the start and ending of projects or periods. Celebrate milestones/successes.
• Students are central, not the processes (means and end?)
studentpeer teaching staff
back office, front office
course management
directorsboard
StudentExperience