Service Design                                                       CHANGE MANAGEMENT   - techniques to improve the stude...
DERBI and SETL Projects  • Service design & enhancement techniques                                                      CH...
Responses to “How do you rate your overallenrolment experience compared to last year?”                                    ...
Quotes from Students• “It just seemed much easier and quicker                                                      CHANGE ...
Design can go wrong…                                         CHANGE MANAGEMENT                       www.derby.ac.uk
Services• are intangible                                                             CHANGE MANAGEMENT• have benefits• are...
The double diamond design process model                                                    CHANGE MANAGEMENT              ...
Blueprint for student transition                                                                                          ...
Your turn…Service BlueprintingPick your persona – be that person!                                                         ...
Your turn…StoryboardingPick your persona – be that person!                                                           CHANG...
CHANGE MANAGEMENT                    www.derby.ac.uk
CHANGE MANAGEMENTwww.derby.ac.uk/experience/JISC      -enrolment-project    http://twitter.com/myderbi                    ...
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401 – Service Design

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401 – Service Design

  1. 1. Service Design CHANGE MANAGEMENT - techniques to improve the student experienceJean Mutton, Student Experience Project Manager Beverley Matthews, Programme Advisory Team Manager AUA - April 2012 www.derby.ac.uk
  2. 2. DERBI and SETL Projects • Service design & enhancement techniques CHANGE MANAGEMENT • Student transition (DERBI) • Current students – retention, progression and achievement (SETL) www.derby.ac.uk
  3. 3. Responses to “How do you rate your overallenrolment experience compared to last year?” CHANGE MANAGEMENT 100% 10% 90% 80% 22% 42% 70% 60% Worse than last year 50% No difference 22% Better than last year 40% 68% 30% 20% 36% 10% 0% 2010 2009 www.derby.ac.uk
  4. 4. Quotes from Students• “It just seemed much easier and quicker CHANGE MANAGEMENT this year. I spent a long time queuing to complete enrolment last year.”• “Enrolment was spot on in terms of speed and reliability”• “Smoothness and quickness was remarkably better than last year, last year I spent an hour in enrolment and this year was only about 5mins” www.derby.ac.uk
  5. 5. Design can go wrong… CHANGE MANAGEMENT www.derby.ac.uk
  6. 6. Services• are intangible CHANGE MANAGEMENT• have benefits• are perishable (time and place dependent) – cannot be stored or transported• are inseparable from the service provider• are often inconsistent or variable in quality – especially personal services eg hairdressing• cannot be owned www.derby.ac.uk
  7. 7. The double diamond design process model CHANGE MANAGEMENT www.derby.ac.uk
  8. 8. Blueprint for student transition ------------------------ Pg 1 of 2 -------------------------------- -------------------------------- NoFront Stage F F Student views Confirm Invite Completion Receive Invitation to enrolment pages Problem with Halls/ Arrival: OnStage Open day Application Open Day Acceptance place via to join of online Offer online enrol and enrols OLE Accommodation campus UCAS Uni enrolment online Up to 5 days Last weekend in End of August 1 day 1 day 24 hours Target September semester 1st day of September Time August/ Yes Yes Admissions, Admissions,Participants faculty and UCAS, UCAS, Faculties, marketing Admissions, admissions, Marketing, Faculties, Problem Bus driver, gate staff, student International Careers UCAS SRF SRF Student and UCAS, Faculties/ admissions, resolved? DSRL, keeper, security and families, office, centre, admissions, families, admissions Admissions SRF, OLDL Finance CHANGE MANAGEMENT SAS, ALF faculties, faculties, (DSRL) SAS, ALF team (students and Bursary, Careers International and Bursary, can pay DSRL, centre office DSRL ------------------------ Finance here for No enrolment) F F Website, Website, Online, Website – Online, Online, Letters/ Website Car parking, Uni bus, prospectus, paper form, in paper Website, SSE and Student paper paper Joining directions, signposting,Tangiable/ email, person/ form prospectus, info for drops out form form instructions Website and email gatehouse greet, exteriorIntangiable phone call, phone/letter/ email, guidance of OLE – letters email contact phone call, of building and campusevidence Email/ Has to letters groups phone/ SSE on counter campus support - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Line of visibility - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - F Admissions QED, Results SRF and Invitations, Matriculate Programme received from faculties Enrolment dates and Invitations, Admissions and Class Safe and secure structure, Admissions, UCAS, Produce update schedule and times dates and email Scheduling Auditing environment, codes, programme admissions faculty and website in staff training, agreed, times agreed, acceptance of Email/ maintenance of exterior/Back marketing, open team schedule results programme regards to rooming, faculty marketing marketing place, student phone grounds, bus service, days, interviews, compared to specific enrolment/ communication,Stage event event accepts place support other information information send letters, offers, letters inductions/ IT support Admissions, Module provided, contact admissions specific SRF, SSSD information programme student, email confirm information, available team, creating review place to FPL have online curriculum, application student, their own UCAS, validation, against entry process/ Admissions, faculty, requirements, web pages, PeopleSoft, admissions, put in offer/ programme Clearing, input into reject into build mass UCAS, online UCAS system, Acronym Key: matriculation applications, email student SAS: Support and Advisory Service and term UCAS, offer ALF: Access to Learning Fund activation, requirements of DSRL: Derby Student Residential Ltd timetabling, entry fees build SYSTEMS QED: Quality Enhancement Department SRF: Student Records & Fees SSSD: Student Systems Support & Development F = fail point PeopleSoft Students W = point of excessive wait OLE: Online enrolment SSE: Self-Service enrolment SET: Student Experience Team COA: Confirmation of Arrival FPL: Flexible & Partnership Learning Admissions www.derby.ac.uk APL: Accredited Prior Learning
  9. 9. Your turn…Service BlueprintingPick your persona – be that person! CHANGE MANAGEMENTYou are out shopping and have decided to get a cup of tea in a café.Working in your groups, map out your blueprint by writing activities on sticky notes.Stick them to the flip chart paper but be prepared to move them around until activities have been properly sequenced.Add other map components: front-stage/back-stage, actors, evidence, resources, etc.Run through process - checking for accuracy. Identify fail points. 20 minutes…..then feed back to the group www.derby.ac.uk
  10. 10. Your turn…StoryboardingPick your persona – be that person! CHANGE MANAGEMENTYou are out shopping and have decided to get a cup of tea in a café.Working in small groups, draw your story.Use as few words as possible – this is all about capturing the experience. 20 minutes…..then feed back to the group www.derby.ac.uk
  11. 11. CHANGE MANAGEMENT www.derby.ac.uk
  12. 12. CHANGE MANAGEMENTwww.derby.ac.uk/experience/JISC -enrolment-project http://twitter.com/myderbi www.derby.ac.uk

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