SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
-
Upload
service-design-network -
Category
Design
-
view
106 -
download
0
description
Transcript of SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
![Page 1: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/1.jpg)
![Page 2: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/2.jpg)
Normally……We assumed……Nobody told us……
Heather Madden, Cork Institute of Technology (CIT)Jean Mutton, University of Derby
![Page 3: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/3.jpg)
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
![Page 4: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/4.jpg)
![Page 5: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/5.jpg)
![Page 6: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/6.jpg)
![Page 7: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/7.jpg)
![Page 8: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/8.jpg)
Photo of students lost
![Page 9: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/9.jpg)
![Page 10: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/10.jpg)
![Page 11: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/11.jpg)
![Page 12: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/12.jpg)
“as-is” blueprint
![Page 13: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/13.jpg)
CULTURE
![Page 14: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/14.jpg)
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
![Page 15: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/15.jpg)
![Page 16: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/16.jpg)
Personas
![Page 17: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/17.jpg)
![Page 18: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/18.jpg)
![Page 19: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/19.jpg)
![Page 20: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/20.jpg)
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
![Page 21: SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton](https://reader034.fdocuments.net/reader034/viewer/2022051613/54c7d4f94a7959bb198b4575/html5/thumbnails/21.jpg)