Pedestal For Progression

SUBJECT DISCIPLINE General

Centre for Engineering and Design Education

STATUS archived
KEYWORDS Retention, progression, student experience, service design
CONTACT 1 Melanie King

Funder

AMOUNT OF FUNDING (£) 60,000
YEAR OF GRANT 2011
FUNDER JISC

Description

This project has been funded by the JISC and specifically explored the application of the Service Design methodology within higher education: techniques usually used within the commercial Customer Relationship Management field (CRM). The project team worked with students, academics and staff from support services across the Institution using service 'blueprinting' and 'persona' techniques in order to enhance the student experience for final year students and aid their progression to next stage - either employment or further study.

Background

Dr Vince Dwyer (Director of UG Studies - Electronic & Electrical Engineering) proposed a project to the Engineering Centre for Excellence in Teaching & Learning (engCETL) to investigate ways in which to enhance the student experience whilst improving academic efficiency when dealing with, amongst other things physical and online hand in of course work. The engCETL looked for opportunities for additional external funding to resource doing work in this area and successfully gained £60k from the JISC for an 18-month project (Mar'11 – Aug'12) looking in general at the way that ICT systems and human processes can be improved upon to enhance the student experience and aid progression.

Using Service Design in HE

The project specifically explored the application of the Service Design methodology within higher education: techniques usually used within the commercial Customer Relationship Management field (CRM). The project team worked with students, academics and staff from support services using 'service blueprinting' and 'persona' techniques in order to enhance the student experience for final year students and aid their progression to next stage - either employment or further study.

The use of service design within higher education is relatively new. In recent years, it has been used to improve such things as; the enrollment process; retention of part A 'at risk' students and the co-ordination of pastoral monitoring or the industrial placement year

Leveraging the Student Voice

At the heart of the approach is using the student voice to influence improvements. Feedback from interviews and questionnaires was gathered covering such areas as satisfaction with; opportunities for collaboration, communications with staff and peers, access to students’ own data, timing and operation of hand-ins and lab assignments, timetabling, access to support etc. The project identified key features of the systems (both ICT and departmental workflows) that could improve the quality of the relationships between staff and students to aid progression to next stage.

Activities with Pilot Departments

  • Capture current processes within a programme or department for final year students in specific areas. (Apr/May/June/Jul 2011).
  • Interview final year and penultimate year students about their experiences and expectations. (May/Jun 2011).
  • Service Design workshops with staff. (Jun/Jul/Aug).
  • Carry out ICT developments where possible. (Aug/Sep).
  • Advise / train staff on new practices. (Aug/Sep).
  • Implement the new service. (Sem1 2011/2).
  • Evaluate new approaches and service design methodology with staff and students. (Apr/May/Jun 2012)

Example - Working on the Placement Experience: Co-Design & Development

The project team carried out regular co-design workshops to arrive at a service blueprint (a set of common processes, forms, ICT) for placements across the School. This helped departments adopt the final process and ICT, as they themselves had created it in negotiation with their colleagues. This phase included developing; a common service blueprint; a standard set of digital forms; a template for the VLE to present the information to the students (which could then be re-used by other departments); and significant developments to the in-house Co-Tutor (http://co-tutor.lboro.ac.uk) system to support the administration of placements and the tutor / student interactions during the placement year.

Methodology

Service design

Embedded Content

Additional Resources

Creative Commons: Attribution-NonCommercial-ShareAlike 3.0 Unported (CC BY-NC-SA 3.0)

Item ID #2.

Last Updated: 29th August, 2014

Pedestal For Progression

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