Whether you call them students, users, customers, employees, partners, stakeholders, or clients, it is important to remember that you are always designing services for people. This is why the service design process is so effective. It puts the human at the centre no matter what their role is or what industry they work in. This is key.
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Purposely designing services leads to better student experiences,
improved reputation, and retention.
Designing the Student Experience through
It services...and more!
Service gaps and poor experiences affect everything
Whether the services are online or in person, they are always important. The services that support students in their education are an important part of the student experience. Students and potential students deserve to have these services designed together with them and that take into account their experiences and contexts.
With expert guidance you can overcome service gaps and poor experiences. Poor experiences lead to negative social media mentions, poor ratings from current and past students, low student satisfaction scores, etc. Whether your organisaiton is directly responsible for a service doesn't stop it reflecting poorly on the organisation.
Designed support services add value especially when you start to calculate the cost of recruiting students into the equation. As with many issues, poor student retention not only hurts insitutional reputation, but it often affects federal funding. When students feel supported and connected, they reach out for help and succeed more.
Marketing is inextricably linked to the student experience and the institution's reputation. As demographics shift, recruitment is becoming more competative at the same time that options are increasing. Whether recruiting domestic or international students, reputation and student satisfaction are incredibly important, as are job prospects (with even more services to design).
Every member of staff plays a part in the student experience - from lecturers, librarians, and Deans to cleaners, cafeteria servers, and the entire administration. Learning about service design is important for all university personnel.
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