sdnc13 -day2- normally… we assumed… nobody told us… by heather madden & jean mutton
DESCRIPTION
Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton - CIT The higher education sector needs to make all the services we deliver more useful, usable, efficient and student-centred. There is a deficit in consideration of an overall approach to the actual student lifecycle and the supporting of same. The current complexity of the processes is painful for all involved, in particular, front-line staff and students. There is a need to understand the service before introducing products into the service. A number of changes were recently implemented at Queen’s University Belfast, University of Derby and Cork Institute of Technology and this presentation will briefly outline the impact of Service Design on the Higher Education sector.TRANSCRIPT
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
