disruption = innovation
The effect of innovation on the business Synthesis-Led Disruptive Opportunity-Led Future 2 4 Business model change 1 3 Incremental Problem-Led Current Analysis-Led Market scale Source: Disruptive Innovation Leadership Course, PWC, QUT 2017
HiQ: Project and Service Model
Student involvement Design, build, deliver Technology Communications Physical/Service Space design workshop Prototype testing of service points (hosts/respondents) Technology Information architecture workshops Mobile app survey Beta testing - mobile app Communications Video filming and production - workshops Experience masterplan workshop Naming workshop
HiQ Experience Framework
Service Model Tier 0 Self Service Tier 1 Peer Concierge HiQ Advisers Specialists Digital, online resources, e.g. app and website; information enquiries; transactional activities, e.g. paying fees. Face-to-face, phone, chat, email. Assisting or directing (triage) students at service points or when roving around campus. E.g. faculties, medical, careers, counselling, scholarships, equity. Enquiry Complexity
HiQ Concept Plan
Integrated service model Self service on-line Face to face Phone Email Chat Using the QUT app
20,000+ Downloads Mobile App Messages and notifications Calendar My units Exams Grades Wayfinder Shuttle Bus Parking Get Help Personal Profile Search Feedback 20,000+ Downloads
Name and Identity
Do you like the new HiQ space? How was your HiQ Experience? Go Live: Sentiment Do you like the new HiQ space? How was your HiQ Experience?
Drive from the top
Think BIG Do as little as you can
Simplify their lives: meet them where the live Co-design with users Simplify their lives: meet them where the live
Pull the team together Be inexpert
disruption = innovation innovation = disruption disruption = innovation