By Dave Gardner, Quad Learning/American Honors Chief Technology Officer (CTO) Visit facultyconference.americanhonors.org

1. July 2016
Technology Services

2. Introducing the Technology Services Team
We co-create services in support of a transformational student experience
Software
Development
Systems
Administration
Strategy &
Design
Data &
Analytics

3. Service Design
Service Design is the practice of making services better.
When you have 2 coffee shops right next to each other,
that each sell the exact same coffee at the exact same
price; Service Design is what make you walk into the one
and not the other. – Marc Fonteijn, 31 Volts
User-Centric
Co-Creative
Holistic Sequential
Evident
Deliberately crafting our experience and delivery of
services, to make them more valuable for the people
that use and provide them. – Nick Marsh, Sidekick
Studios

4. Education is a Service System
Goods Lens
• Courses, degrees, programs, assessments
• Learning objects
• Facilities
• Technology
• Graduates – are a “product” of the system
Services Lens
• Students view education as a broad set of
end-to-end experiences
• Knowledge, skills, capacity for learning
• Development of the person
• Value is co-created by student through the
experience itself

5. #studentsfirst
By improving & innovating the student experience, we
help students become better co-creators of their own
education. This creates value that lasts a lifetime.

6. AH Student Journey
Prospect Applicant Accepted Enrolled
First Term > First Year > Second Year
Alumni

7. AH Student Journey - IT Lens
Prospect Applicant Accepted Enrolled
First Term > First Year > Second Year
Alumni

8. AH Student Journey - Services Lens
Prospect Applicant Accepted Enrolled
First Term > First Year > Second Year
Alumni
College Fairs
Info Collateral
Request for Info
Email Comms
Contact Center
Agent Relationship
Application
Transcript Retrieval
Financial advice
College Readiness
Acceptance Decision
Scholarships
Visa Application
Intent-To-Enroll
Initial Advising
Orientation
Social Events
Placement Testing
Registration
Tuition Payment
Travel
Housing
Intensive Advising
● Goal setting
● Career plan
● Pathway plan
● Course plan
● Transfer
● ASP
● CC resources
Honors & Co-Curricular
● Honors courses
● Orientation
● Squads
● Honors seminar
● Transfer seminar
Community & Cohort
● Peer support
● Mentoring
● Social events
● Honors lounge
● Dream Big
Dinner
● Induction
● Graduation
● Transfer network
● Alumni network
● Transfer network
● Professional
network
● Mentoring CC
students

9. Macro and Micro Services
Macro Micro
Admissions Online Application
Enrollment Milestones Intro Advising Meeting
Honors Curriculum Single Course Design
Intensive Advising Mid-term check-in meeting
Student Community Honors Lounge

10. Macro and Micro Services
Macro Micro
Admissions Online Application
Enrollment Milestones Intro Advising Meeting
Honors Curriculum Single Course Design
Intensive Advising Mid-term check-in meeting
Student Community Honors Lounge

11. Enrollment Milestones
a.k.a. “Yield”
Macro-service designed to
assist students navigating and
completing the steps from
acceptance to enrollment.

12. Scheduling Intro Advising Meeting
Challenges with old process
• Multiple uncoordinated points of
contact
• Inconsistent expectations for intro
advising meeting
• Unfamiliarity with Quad meeting
scheduler
• Lack of awareness of importance to
meet with advisor
Goals for new process
• Streamline points of contact
• Communicate value and importance
of the meeting
• Improve Quad scheduler usability
• Increase % who schedule on Quad
• Increase % who schedule within 2
weeks of ITE commitment

13. Service Design Example: Intro Advising Meeting
Communications
Processes
Technology
Analysis
Acceptance
Packet
Automated
Email/SM
S
student
Quad
Scheduling
Tool
Admissions
Officer
Advisor
Intro Advising
Meeting
(F2F or virtual)
College Readiness Plan
Course Plan
Program Resources
Next steps
Etc.
User
Front stage support
Back stage support
Systems

14. Service Blueprint Technique
Scheduling an Intro Advising Meeting on Quad

15. Scheduling Intro Advising Mtg - Redesign
System & Platform Upgrades New Communication Plans and Processes

16. Scheduling Intro Advising Meeting
Measurement and Results
Avg Days from Signed ITE to Scheduled IAM (Active ITE Only) Avg Days from Signed ITE to Completed IAM (Active ITE Only)
57% of IAMs scheduled through Quad
43% of IAMs scheduled by phone, email, or in person

17. Service Design References
Service Blueprinting: Transforming the Student Experience
- Mary Jo Bitner, Amy Ostrom and Kevin Burkhard, 2012
http://what-is-service-design.com/
Michael Stickdorn, Jakob
Schneider & 21 others, 2012

19. Introducing Slack….
● Group Messaging Platform exploding in
workplaces
● Student-led online community
● High potential as a platform hub for other AH
services
● Navarro pilot Spring 2016
● Full AH rollout for Fall 2016 in progress
● Successful adoption with Honors Council
leaders and new students at orientation

20. This is what Slack looks like on your computer:

21. This is what Slack looks like on your phone:

22. How students are using Slack

23. Future possibilities with group messaging
Integrated Services
Onboarding
Access to program resources
Curricular & co-curricular
Student-advisor communication
Special projects
Etc.
Community and Networking
Mentor connections
Study groups
Events
Interest groups
Networking across AH
Transfer networking
Etc.

24. Questions?