University Takes Service Design Approach To Student Experience
Date posted: 6 August 2012
Groundbreaking work by the University's Student Support and Information Services (SSIS) Team to improve student experience using service design methods is resulting in increased levels of student satisfaction at Derby, and has been recognised across the Higher Education sector.
Two JISC (Joint Information Systems Committee) funded projects have been carried out to put the student at the centre of University administration - by mapping students' journeys and their encounters with various departments and people throughout their studies.
Jean Mutton, Project Lead, said: "We first analysed students' experiences from application through to enrolment with the aim of designing services that maximised satisfaction through each encounter with the University.
"After implementing an enhancement plan for the enrolment project we saw significant results including more students enrolling online, reduction in queuing and a 32% increase in student satisfaction, which have been successfully maintained."
Through a second round of funding, the team are now looking at developing a Student Experience Traffic Lighting System to explore student engagement with services across the University.
"By using service design we can see when students are at risk of withdrawing from University, and we can identify appropriate support so this doesn't happen."
Papers on Derby's service design approach have been published by JISC, and in the Journal Perspectives.