Innovative Service Design Strategies for Enhancing the First Year Experience at University
Explore a collection of insightful images and discussions focusing on service design approaches, product versus service concepts, the student journey in education, practical tools and techniques, and the importance of action over mere discourse in enhancing the first year experience at university.
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Presentation Transcript
A Service Design Approach to Developing the First Year at University European First Year Experience Conference June 2014 Jean Mutton, Student Experience Project Manager at the University of Derby and Director of www.goprocessdesign.co.uk
Nurse Services pont_labbe_l_1_1 are intangible have benefits are perishable (time and place dependent) cannot be stored or transported are inseparable from the service provider are often inconsistent or variable in quality especially personal services eg hairdressing cannot be owned 292_10_large
Product or Service? Mobile phone Tablet (For the over-30s, that s an iPad not Paracetamol) Blackboard/Athens Uni App Rolls Royce: Power by the Hour
A question for you what is the product in education? Academic qualification Physical environment and other tangibles People and experiences Life inside and outside the classroom What does the Student Journey during the first year look like?
Tools and Techniques Touchpoints Service blueprinting (Front Stage/Back Stage) Storyboarding Emotional Journey Mapping Stakeholder Maps Mystery shopping Service safari
Doing, not Talking Iteration Prototyping Fail, fail better Co-creation Roleplay Observation Personas your turn
Persona Who? Where? Lifestyle? Habits? Holidays? Shopping? Pets? Family? http://2.bp.blogspot.com/_42gaVJo0cXg/TJjrWetaPbI/AAAAAAAADDw/yhvbb1LWuOM/s320/ss-14909890-pencils.jpg
Iteration 4 Ds Discover Deliver Define Develop
Blueprint for student transition - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Pg 1 of 2 - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - No F F Front Stage Student views enrolment pages and enrols online Confirm place via UCAS Invite to join Uni Completion of online enrolment Receive Offer Invitation to online enrol Problem with OLE Halls/ Arrival: On campus Open day Application Open Day Acceptance Stage Accommodation Up to 5 days Last weekend in End of August 1 day 1 day Target Time 24 hours September semester 1st day of September August/ Yes Yes Admissions, faculty and marketing staff, student and families, SAS, ALF and Bursary, DSRL, Finance Admissions, Faculties, Marketing, Student and families, SAS, ALF and Bursary, DSRL UCAS, Admissions, International office, faculties, Careers centre UCAS, admissions, Careers centre, faculties, International office Participants Problem resolved? Bus driver, gate keeper, security Faculties, admissions, SRF, OLDL team SRF SRF UCAS admissions, (DSRL) UCAS, admissions Faculties/ Admissions DSRL, Finance (students can pay here for enrolment) - - - - - - - - - - - - - - - - - - - - - - - - No F F Website, prospectus, email, phone call, letters Website, paper form, in person/ phone/letter/ email contact Online, paper form Website SSE and info for guidance Email/ phone/ counter support Letters/ Joining instructions Website Online, paper form Online, paper form Car parking, Uni bus, directions, signposting, gatehouse greet, exterior of building and campus groups Website, prospectus, email, phone call, letters Student drops out of OLE Has to SSE on campus Tangiable/ Intangiable evidence Website and email - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Line of visibility - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - F Admissions Matriculate and Class Scheduling SRF and faculties update website in regards to enrolment/ inductions/ specific information, FPL have their own process/ web pages, programme build QED, Results received from UCAS, admissions results compared to offers, admissions email confirm place to student, Invitations, dates and times agreed, marketing event Programme structure, codes, marketing, open days, information provided, programme team, creating curriculum, validation, faculty, admissions, input into UCAS, online applications, UCAS, requirements of entry Enrolment schedule and staff training, rooming, faculty communication, IT support Invitations, dates and times agreed, marketing event Admissions email acceptance of place, student accepts place Safe and secure environment, maintenance of exterior/ grounds, bus service, other information Produce faculty and programme specific letters Admissions, programme team schedule interviews, send letters, contact student, review application against entry requirements, put in offer/ reject into UCAS system, email student offer Auditing Email/ phone support Module information available online Back Stage Admissions, SRF, SSSD UCAS, Admissions, PeopleSoft, Clearing, mass matriculation and term activation, timetabling, fees build Acronym Key: SAS: Support and Advisory Service ALF: Access to Learning Fund DSRL: Derby Student Residential Ltd QED: Quality Enhancement Department SRF: Student Records & Fees SSSD: Student Systems Support & Development F = fail point W = point of excessive wait OLE: Online enrolment SSE: Self-Service enrolment SET: Student Experience Team COA: Confirmation of Arrival FPL: Flexible & Partnership Learning APL: Accredited Prior Learning SYSTEMS PeopleSoft Students Admissions
Your turn Map the experience of your persona buying a drink in a cafe Decide on the start and finish points Identify the touchpoints Think about the front stage and back stage operations (above and below the line of visibility) What information do they receive/access? Who do they interact with? What IT or other systems are supporting the processes?
So, what is service design? Problem-solving Human-centred Inter-disciplinary Research-based Co-creative Iterative Designer as facilitator Front stage/Back stage Holistic Ongoing Sustainable Fun!
Further info www.designthinkingnetwork.com www.servicedesignbooks.org www.globalservicejam.org Process and Principles: This is Service Design Thinking, Marc Stickdorn and Jacob Schneider (2010)
