At the SCUP Annual 2021, Adam Griff (brightspot), Charles Frame and Dara Hagen (Normandale Community College), and Rebecca Celis (HGA​​) discussed our work with Normandale Community College and their Student Services Building.

1. 1
RENOVATING STUDENT SERVICES TO
PROMOTE SUCCESS

2. Using Poll Everywhere
Option 1: WEB on Phone
www.pollev.com/brightspot
Option 2: WEB in Browser
www.pollev.com/brightspot
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​ 2

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4. Introductions
Charles Frame
Dean of Recruitment &
Outreach, Normandale
Community College
Dara Hagen​
Vice President of Student
Affairs, Normandale
Community College​
Rebecca Celis, AIA
Principal​​, HGA​​
Adam Griff​​​
Managing
Director, brightspot
strategy ​​& Principal, Buro
Happold
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​ 4

5. Agenda
2 mins Objectives
8 mins Introducing Student Services at Normandale
5 mins Results from Student Services Challenges Poll
15 mins Integrated Service and Organizational Strategy
10 mins Designing to Increase Access to Student Services
10 mins Covid Response and Results from Poll
5 mins Q & A
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​ 5

6. Objectives
• Apply knowledge of changing student needs and operational
constraints in student services to the specifics of your institution.
• Plan for integrating student services through the use of a service
model design framework.
• Evaluate issues in student services at your institution.
• Design an inclusive, student-centered environment to foster student
engagement and reflect the updated service model.
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Introducing Student Services
at Normandale

8. DH
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9. The Challenge
Existing Conditions
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The Opportunity
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Improving the Student Experience
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
• Create a caring, joyful environment
• Help students navigate and be aware of
resources available to them
• Encourage self-dependency and
resourcefulness
• Advocate for students
• Continually improve
• Build a supportive environment for staff

12. SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
Creating a Change Culture
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
• Leading change
• Creating a vision
• Establishing trust
• Providing consistence & frequent communication
• Acknowledging things will get messy
• Leaning into adaptability
• Incorporating humor and celebration!

13. SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
Creating a Change Culture
Move to temporary space
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​

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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
Creating a Change Culture
Opportunity to pilot components of new service model​

15. Results from Student Services
Challenges Poll
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16. Using Poll Everywhere
Option 1: WEB on Phone
www.pollev.com/brightspot
Option 2: WEB in Browser
www.pollev.com/brightspot
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Integrated Service and
Organizational Strategy

20. Integrated Service and Organizational Strategy
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Credit: Blackboard: One-Stop Student Services: Benefits for Today’s
Learner and Metis Associates
6% average increase
graduation rates
90% question
resolution
80% student
satisfaction
10% increase in
persistence
When colleges and universities integrate their services, they see
results like…

21. Consider Your Staff Experience, Too
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Your student experience is only as
good your staff experience.
When groups of services don’t
correspond with the groups of people
providing them, it is not only
inefficient but also bad for morale,
leaving staff who are motivated by the
mission feeling like their structure,
spaces, and systems keep them from
making a difference.
Advising & Services Staff at Normandale Community College

22. Approach to Service Design
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brightspot’s approach to
service design is to think
through the why, what, how,
who, where, and when of a
service in order improve the
experience of both the user
and provider.​
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​

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Cross-trained flexible service center
Cross trained staff and flexible consultation stations enable continual evolution of service offerings
Services Hub + Student Space
Integrating study spaces with a service point
Student Services as “storefronts” around a common area
Each service provider has its own front door facing a commons, with distinct identities
Self-service kiosks and concierge counters
Providing multiple options for service delivery
Student Services
How might student
service centers
inspire and connect
students to new
opportunities and to
each other?

24. Student Services at Normandale
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
CORE SERVICE PROVIDERS
These service providers will use the new center as their primary service
location and be co-located in an open office adjacent to the service
center:
• Records & Registration
• Payments & Billing
• Financial Aid & Scholarships
KEY SERVICE ADJACENCIES
These service providers will be located nearby for convenience and may
occasionally use the service center as a mode of service delivery during
key moments or specific activities throughout the year:
• Advising & Counseling
• Admissions

25. Independent with Satellite Service Center
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
WHAT'S DEDICATED:
Each provider gets their own office space
with dedicated collaborative spaces and
amenities.
WHAT'S SHARED:
Providers share a central service center where
they can send front-of- house staff to serve
students.
KEY BENEFITS:
Students have direct access to experts in
one location. Minimal coordination
required between offices.
back of house
offices
service center

26. Collaborative Partners
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
WHAT'S DEDICATED:
Each provider gets a dedicated storefront
surrounding an open area for students and
area to support their core back of house
operations.
WHAT'S SHARED:
Providers share consultation booths in the
main space, as well as meeting rooms and
staff amenities.
KEY BENEFITS:
Distinct services are visible and providers
can work together informally.
back of house
offices
student space
with guides
shared meeting
and amenities
dedicated
storefronts

27. Integrated Concierge
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SCUP 2021 Annual Conference Renovating Student Services to Promote Success​
WHAT'S DEDICATED:
Each provider gets dedicated back office
space.
WHAT'S SHARED:
Providers share consultation booths in the
main space, as well as meeting rooms and
staff amenities.
KEY BENEFITS:
By sharing consultation and event space,
operations can be highly flexible.
back of house offices
shared
consultation
and meeting
spaces
2
7

28. Re-imagining the Service Experience
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The service model enables immediate human interaction and expertise
while supporting private conversations.
TIER 1 TIER 2 TIER 2 & 3

29. A Flexible Space Designed for Adaptability
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The service model is
supported with a range of
flexible spaces to
accommodate students and
staff.
TIER 2 & 3
TIER 2 & 3
TIER 2
TIER 1

30. Building the Team
Create a new department and hire new staff
Director
Tier 2
Coach
Tier 2
Coach
Tier 2
Coach
Tier 2
Coach
Tier 2
Coach
Tier 2
Coach
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Assistant
Director
Tier 1
Frontline
Tier 1
Frontline
Tier 1
Frontline

31. Organizational Structure
Dean of
Recruitment &
Outreach
Student
Services
Financial Aid &
Scholarships
Records &
Registration
Payments &
Billing
Align reporting structure of Student Services and home offices
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32. Reimagine Home Office Work
• Adjust roles and responsibilities of home office staff
• Cross train for Tier 3 support
• Elevate positions as needed
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Designing to Increase Access
to Student Services

34. Existing Conditions
Wayfinding
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35. Existing Conditions
College Services
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36. Existing Conditions
Student Gathering/Waiting
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New Commons
FRONT DOOR
BEFORE
AFTER
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Adjacencies & Frontage
STUDENT
SERVICES
ADMISSIONS
ADVISING AND
COUNSELING
STAFF
SUPPORT
COFFEE
LOUNGE
VET
CENTER
STUDENT
AFFAIRS
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​

39. Flexible Overspill Space
STUDENT
SERVICES
ADMISSIONS
ADVISING AND
COUNSELING
STAFF
SUPPORT
COFFEE
LOUNGE
VET
CENTER
STUDENT
AFFAIRS
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40. Tier 1: Front Welcome Desk
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Tier 2: Flexible Consult Tables
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Tier 3: Private Consultation Rooms
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HELP IN-PERSON HELP WITH BUILT-IN TECH HELP WITH OWN TECH
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Covid-19 Response

45. Results from Pandemic Service
Delivery Poll
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46. Using Poll Everywhere
Option 1: WEB on Phone
www.pollev.com/brightspot
Option 2: WEB in Browser
www.pollev.com/brightspot
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​ 46

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to Promote Success​
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49. 4 Months to Launch During Covid
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• Virtually hire and train staff
• Adjust phased approach to lean on
virtual support
• On-campus service support pushes
to virtual meetings
• Begin to transition operational
communications to Student Services
SCUP 2021 Annual Conference Renovating Student Services to Promote Success​

50. Post-Pandemic Plans
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Explore Explore additional office space and/or hybrid staffing models
Analyze Analyze usage data for equity gaps
Launch Launch physical Student Services to campus

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Q & A