Re-imagine Student Services
Research and Facilitation of Student Centered Services
As part of a consulting team collaborating with the leadership team aiming to shift practices in their operations. We outline the outcomes of research, engagement, and facilitation designed for a Higher Education Institution student services staff, focusing on enhancing understanding of student needs across various departments and promoting student-centered customer service. The design team conducted comprehensive research prior to the facilitation event, which involved interviews with 19 staff members in leadership roles and a diverse group of students, representing all key stakeholders. The research was instrumental in shaping content, ensuring that student perspectives, perceptions and needs were integrated into every aspect of the discussion.
Understanding and improving the student experience.
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Building Empathy.
Encouraging staff to view student experiences through their eyes, fostering a deeper understanding of their challenges and needs.
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Defining a shared language.
Creating consistency in how customer service is discussed and understood across departments.
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Understanding our audiences.
Differentiating between the needs of various student populations to provide more tailored services.
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Evaluating the service process.
Reflecting on and refining the current service delivery models to better meet student expectations.
84% of attendees would recommend the workshop to their peers.
A notable outcome of the facilitation was the development of a common definition of customer service, collaborative generated by the participants. This shared definition will serve as a foundation for future interactions and improvements across departments. The insights and discoveries gathered during the development day have already begun to guide interdepartmental strategies, aimed at improving collaboration and enhancing the quality of service provided to students.
