This document outlines an agenda for an NYU Student Affairs Conference on planning student centers. The agenda includes an introduction, definitions of student services, discussions of barriers to services and service design considerations like location and relationships to other programs. It then covers specific frameworks and examples of integrating services at other universities. Attendees will participate in an activity applying these concepts and have a question and answer session.

1. NYU: STUDENT AFFAIRS CONFERENCE
Planning Your Student Center
February, 15 2019

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1. introduction (1 min)
2. student services defined (5mins)
3. barriers: campus scale and location (5 mins)
4. mixing program (5 mins)
5. activity (10 mins)
6. framework (15 mins)
7. framework applied (10 mins)
8. Q&A (5 mins)
agenda

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brightspot strategy

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Transforming the Higher Education
Experience
Smart strategy that connects people,
programs, and places — on campus and online.
brightspot has worked with more than 70 colleges
and universities on more than 120 projects to design
practical, innovative strategies to help them increase
student success, improve research support, and
enable staff productivity while making space and
operations more efficient.
brightspot strategy

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• Trends Research
• Competitor Research and
Peer Benchmarking
• User Research with Students,
Faculty, Staff, and Alumni
• Workshops, Retreats, and
Summits
• Future Scenario Planning
• Mission and Vision
Development
• Strategic Planning and
Organizational Roadmapping
• Space Analysis, Programming,
Planning, and Optimization
• Services and Operational
Strategy
• Organizational Design and
Development
research visioning strategy
the brightspot process

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how we define student services
Services, programs, and offerings that support the
development of the whole student and their success
at the institution

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barriers and service design

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barriers
there are any number
of barriers between
students and success
which is why it is critical
that the design of
student services remove
most, if not all, barriers.

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design of student services
when we talk
about design of
student services,
we are considering
a number of
factors ...
offerings of service
location placement on campus
providers who is the face of the service
relationship of services to other campus offerings
communication key messages and channels
atmosphere vibe of where services are delivered

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design of student services
in this
session we
will address
offerings of service
location placement on campus
providers who is the face of the service
relationship of services to other campus offerings
communication key messages and channels
atmosphere vibe of where services are delivered

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location

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at the edge/s
as an entrance
to campus,
communicating
we are a
first point of
contact, but
not necessarily
integrated with
your day-to-day
experience

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dispersed
peppered
around campus,
squeezed into
the in-between
and/or left-
over spaces,
communicating
we are available
but not
interrelated

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consolidated and central
within a free-
standing services
building,
communicating
we are important
enough to have
our own building
but we aren’t
terribly active

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couple student
services with
other with other
programs that are
in constant use and
highly trafficked
LIBRARY
STUDENT
UNION
communicating
we are part of
the day-to-day
student life

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in practice

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Alumni Center at UT Austin
Foster opportunities for alumni and
present day students to meet and mix.

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Georges Student Center at UVA
Pull together distributed
advising centers into a
central location.
Student
“Rangers”
guidance are needed behind the scenes to facilitate the activities of the Center. The chart is also organized by functional roles, not by the
organizations who will provide those services or resources, given that groups who may participate in the Center could be in flux. Groups that
could potentially participate in the Center are listed in black text below the boxes and the boxes themselves represent functions or roles, not
groups. Since boxes represent functions / roles, in the instance of the Operations boxes one box does NOT necessarily equate to one person
(e.g. one person could do both facility and IT operations for the center).
Students
ACADEMIC SUPPORT
ACADEMIC-CAREER
SUPPORT
Academic
Advising Scholarship
Academic
Coaching
Study
Abroad
Library
Instructional
Programs
Peer
Advising
Mentoring /
Tutoring
• Association
Deans
• SEAS Office of
UG Programs
• ARC (online)
• Center for UG
Excellence
(CUE)
• UG Research
Network (URN)
• Academic
Student
Support
Collaborative?
• International
Studies Office
(Education
Abroad, ISSP,
S&SAP)
• First year
critical thinking
• Subject-specific
research skills
• Production and
creation
• ULink
• Honor
• Transfer
Student Peer
Advising
Network
• Writing Center
• Math Tutoring
• Center for
Diversity in
Engineering
• OAAA?
• Financial Aid
• Bursar
• Registrar
• Academic
Advisors /
“Cluster heads”
• UCS Pre-Law
and Pre-Health
Advising
• UCS Internship
Center
• Student
Disability &
Access Center
(SDAC)
• Counseling and
Psychological
Support (CAPS)
• Contemplative
Sciences
Center
OPERATIONS
ADVISORY BOARD
Marketing &
Outreach
Administrative
Coordinator
Operations &
Engagement
Center
Director
Assessment
Coordinator
Technology
Operations &
Support
Facilities
Operations
Library
Vice Provost
Educational
Innovation &
Vice Provost
for Academic
Office of the
Dean of Student UVA Student
• Communicate
Center services,
programs and
opportunities to the
University and
beyond
• Coordinate and
support scheduling
for partners and
programs
• Hire, train and
oversee student
“rangers”
• Support program
and service delivery
• Interface with
partners
• Establish and
capture metrics (e.g.
usage, satisfaction,
etc.)
• Report on Center
activity and impacts
• Maintain Digital
Platforms
• Maintain Digital
Signage
• Support A/V usage
in the space
• Maintain fixtures,
furnishings, storage
and support spaces
• Set-up and take-
down for events and
programs
• Funding
• Program &
Service Strategy
• School / Dept.
Outreach
ACADEMIC-PERSONAL
SUPPORT
Financial
Health &
Mindfulness
General
Academic
Advising
Pre-
professional
and Graduate
School
Advising
Academic
Internships

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UNC Charlotte Career Center
Couple professional development
with casual study.
brightspot : LITTLE : SPACE + SERVICE PLANNING : Program Visioning 25
SERVICE PHILOSOPHY MADLIB
After visiting the career center, (one
of the key user-groups) should feel
______________.
(FEELING WORD)
“FEELING” WORD EXAMPLES: “TYPE OF PERSON NOUN” EXAMPLES:
(TYPE OF PERSON NOUN)
The Career Center can make
(one of the key user-groups) feel
this way by treating them like a
______________.
Joe Michelli “ Way we serve” Pike Place “Treat everyone like their famous”
MADLIB (ONE/USER GROUP)
uplifted
inspired
reassured
surprised
encouraged
thrilled
interested
confident
amazed
fortunate
delighted
clever
certain
bold
enthusiastic
intrigued
absorbed
fascinated
spirited
pleased
lucky
explorer
super hero
day-saver
president
lion
captain
inventor
innovator
adventurer
stakeholder
scholar
honored friend
pal
patient

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Normandale / CPCC: student services +
Be the one-stop-shop for both academic,
career, financial, and co-curricular.project framework
student
success
center
includes
departments:
student success center
enrollment management
retention services
security
48,000-52,000 nsf
library
42,000-47,000 nsf
pease auditorium
400 seat auditorium
and back of house spaces
12,500 - 15,000 nsf
THE LIBRARY + STUDENT SUCCESS CENTER ~170,000 sf (ballpark)
student
commons
shared
with and
connected to
the library
TBD nsf
INTRODUCTION
as their
open
or
ce center
ts or
ple,
here "light
alists,
to
O INTEGRATE SERVICES
her multiple departments in order to improve the student and
Advising &
Counseling
Admissions
Records & Registration
Payments & Billing
Financial Aid & Scholarships

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Weiser Hall at University of Michigan
Be the center of centers.

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relationship to other
services/ activities

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service couplings
Library +
Student Services
Alumni Center +
Student Services
Student Lounge
/ Cafe +
Student Services
Dining +
Student Services
Admissions +
Student Services
Student Led
Organizations +
Student Services

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let’s try it out!

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1. imagine your service mash-up
2. apply your mash-up to brightspot’s
visioning framework

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madlib
NYU Student Affairs Conference | Planning Your Student Center
Vision Madlib
Alone or in pairs, complete the following madlib. Reflect on the current state of student services and what offerings you could combine
for their greatest benefit.
Author (s) : __________________________
For _______________________ who wants to _____________________
and are most frustrated with ___________________________,
we will provide them with ____________________________ and
_____________________________ so that ________________________
___________________________________
description of problem
motivationdescription of student
service/ offering
service/ offering
benefit/ impact
Alone or in pairs, complete the following madlib. Reflect on the current state of student services
and what offerings you could combine for their greatest benefit.

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visioning framework
audience purpose atmosphere
campus
location
mix of
services
vision

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audiences
audience purpose atmosphere
campus
location
mix of
services
vision
»» who will be the primary, secondary, and tertiary audiences?
»» what relationship do they have to each other?
confused students social students faculty

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audience purpose atmosphere
campus
location
mix of
services
vision
»» what function does this place serve
»» what amenities does it provide?
connect with specialistsconnect with the university take a break and contemplate
purpose

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atmosphere
audience purpose atmosphere
campus
location
mix of
services
vision
»» how does this place make its audiences feel?
supportedpart of something larger relaxed

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how these come together ...
audience
Who will be the primary,
secondary, and tertiary
audiences?
primary: ____________
secondary: ____________
tertiary: ____________
What relationship do they
have to each other?
_______________________
_______________________
_______________________
purpose
What function does
this place serve each
audience?
primary: ____________
secondary: ____________
tertiary: ____________
What amenities does
it provide to deliver its
function?
_______________________
_______________________
atmosphere
How does this place
make its audiences feel?
(ideally they all will feel
the same)
_______________________
_______________________
_______________________
_______________________
vision
Based on audience, purpose, and
atmosphere, draft a vision statement for
this place. Here is a helpful framework:
My vision for this future
place is to:
[serve X purpose]
for [target user]
through [service],
so that they feel [Y].
_____________________________________
_____________________________________
_____________________________________
_____________________________________

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Q A

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Thank you!
Get in touch download
the presentation/ worksheets:
http://www.brightspotstrategy.com/nyu/
ADAM GRIFF, Managing Director
ABIGAIL SMITH HANBY, Associate Director