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