SLRM – Group 4 Kingston College Swansea University University of Derby Goldsmiths, University of London 26th March 2010

are intangible have benefits are perishable (time and place dependent) –cannot be stored or transported are inseparable from the service provider are often inconsistent or variable in quality –especially personal services eg hairdressing cannot be owned Services

Kradle Key Benefits:  Improved communication to applicants via the ‘Getting Ready to Study’ portal  Buy in at a senior management level for the importance of Service Design methods  Increased knowledge and understanding of student perceptions and expectations of the enrolment process  A cultural shift towards increased student participation in shaping college objectives by embedding the ‘Student Voice’ 57% conversion rate from Open Days 54% increase in online application take-up

Swansea University – EITM Project  How emotions impact student experience  Social Networking sites and impact on student engagement.  Improved communication with students – Right Time, Right Format Outcomes:  Students preparedness for study & transition to HE.  Use of enrolment/ induction and understanding what students want. Eg: social 'team building events‘ (Focus group/ Interview feedback)  SMT acceptance and ownership of the project  Importance of service design

DERBI Service Enhancement – interventions for September 2010 Manage supply Smooth the service by managing demand Review Servicescape Establish minimum service standards Poka-yokes (mistake-proofing) Improve communication (remove jargon) Use SMS for password issue

Goldsmiths - GoSLuRP Benefits Realisation Internal dissemination Cross departmental workshops/focus groups Continue Service Design/Blueprinting Student Records System implementation Engagement with Personal Tutors Extended Student Induction

Where’s the IT? Disjointed/ disconnected approach to IT systems Solutions don’t start at a specification of requirements Student Records Systems Development (On-Line Enrolment) Data Quality (implications for module registrations, assessments, alumni, HESA etc) Managing Student Communications Software Tools for Mapping etc (Visio, ArchiMate) Use of Social Networking Sites for Project Management (Blogging, Twitter, Skype)

Collective Experience Moving forward the student experience Service design – knowledge, experience & tool for change management Blue printing as a diagrammatic representation of complexity Benefits realisation will be after the project completes!

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