JISC Student Experience Traffic Lighting

SETL Project
Student at the Enquiry Services

This is the second JISC funded project (the first JISC DERBI project was successfully completed in July 2010) that looks at the relationship management with our students.  

The project will apply service design and enhancement techniques, including service blueprinting, to the learning & teaching and pastoral care stages of the student lifecycle in order to improve student retention, progression and completion. The student journey of students deemed 'at risk' will be mapped using service blueprinting. Personas and 'storytelling' will be employed to better understand how and when timely interactions and interventions could support and re-engage students at risk of withdrawal. The outcomes of this project will be of value to members of the JISC community who are designing and enhancing services to students; seeking to engage students, academic and support services to co-design services; seeking to develop effective approaches to identify and support students at risk of withdrawal, non-completion or not progressing at the pace intended at enrolment. The project will increase understanding of operational processes as well as existing and potential application of ICT systems to support student engagement in their studies and university life. It will inform wider policy discussions regarding student perceptions of value added, non-continuation, non-completion, achievement, efficiency, and quality standards.

The project runs from 1 March 2011 till 31 August 2012 and is funded by the JISC Student Lifecycle Relationship Management funding stream.

Further resources are available from the CETIS website. The work of SETL and other projects within SETL's cluster group can be followed via the group's shared blog

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