1. disruption = innovation

4. 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

5. HiQ: Project and Service Model

6. 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

7. HiQ Experience Framework

8. 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, .
Assisting or directing (triage) students at service points or when roving around campus.
E.g. faculties, medical, careers, counselling, scholarships, equity.
Enquiry Complexity

9. HiQ Concept Plan

10. Integrated service model
Self service on-line
Face to face
Phone
Chat
Using the QUT app

11. 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

12. Name and Identity

14. 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?

15. Drive from the top

16. Think BIG
Do as little as you can

17. Simplify their lives: meet them where the live
Co-design with users
Simplify their lives: meet them where the live

20. Pull the team together
Be inexpert

21. disruption = innovation
innovation = disruption
disruption = innovation