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Heather Madden, Cork Institute of Technology (CIT)
Jean Mutton, University of Derby
Recognition across the Higher Education
sector
• JISC’s Relationship Management resource toolkit
• EDUCAUSE 7 Things You S...
CULTURE
• University of Derby Enrolment project - DERBI
• RECAP – Review & Enhancement of CIT’s
Admissions Processes

• a section ...
•
•
•
•
•

Part-time Office – footfall reduced by 60%
myCIT Student Portal - traffic + 24%
Reduction in number emails to “...
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton
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SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton

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Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton - CIT

The higher education sector needs to make all the services we deliver more useful, usable, efficient and student-centred. There is a deficit in consideration of an overall approach to the actual student lifecycle and the supporting of same. The current complexity of the processes is painful for all involved, in particular, front-line staff and students. There is a need to understand the service before introducing products into the service. A number of changes were recently implemented at Queen’s University Belfast, University of Derby and Cork Institute of Technology and this presentation will briefly outline the impact of Service Design on the Higher Education sector.

Published in: Design, Education
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SDNC13 -Day2- Normally… We Assumed… Nobody Told Us… by Heather Madden & Jean Mutton

  1. 1. Heather Madden, Cork Institute of Technology (CIT) Jean Mutton, University of Derby
  2. 2. Recognition across the Higher Education sector • JISC’s Relationship Management resource toolkit • EDUCAUSE 7 Things You Should Know About Service Design • We were commissioned to write Service Design Guide for FE and HE • Worked with several institutions to apply service design in their organisations • Queens University, Belfast • Cork Institute of Technology, Éire
  3. 3. CULTURE
  4. 4. • University of Derby Enrolment project - DERBI • RECAP – Review & Enhancement of CIT’s Admissions Processes • a section of the student lifecycle from “offer accepted” to “in class, ready for learning” • new part-time students
  5. 5. • • • • • Part-time Office – footfall reduced by 60% myCIT Student Portal - traffic + 24% Reduction in number emails to “all” students Improved service for new students Process clarity for staff

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