1. Closing the student feedback loop with Unitu
David University of Greenwich
Anish Unitu

2. Overview The Unitu story (past, present and future) How Unitu works
Case study: Department of CPDA, University of Greenwich
Alignment with NSS
Examples
Does Unitu close the feedback loop?
Highs and lows of working with Unitu
Future developments of Unitu
Q and A

3. The Student Voice Platform
@officialunitu

4. Unitu helps institutions improve the student experience by allowing them to collect and act on student feedback in real time.

6. Department of Creative Professions and Digital Arts
Case study
Department of Creative Professions and Digital Arts
Quick overview of the student rep system and why it’s important
Reps get training from SU and Unitu

7. The department Context: Just under 1,000 students
8 undergrad programmes
2 postgrad programmes
Subject areas:
Graphic design, Animation, Film and TV production, Media, Digital arts, Sound design, Web design.

8. September 2014 Challenges: New department New building (unfinished)
New students arrive
Existing students moved
Result:
Academic year was frustrating for all and student satisfaction was low.

9. September 2015 Challenges: Improve student satisfaction
Build a better dialogue with students so they understood the issues

10. September 2015 Introductions:
The Education Development Unit at UoG suggested that I might like to take a look at this new thing called Unitu.
Initially I was sceptical.

11. Academic year 2015-16 Account activation: 47% Posts creation: 40
Pilot study:
With very little planning, we decided to run with Unitu on a trial basis.
Account activation: 47%
Posts creation: 40
Course rep account activation: 90%

12. “I’ve seen actual change happen as a result of Unitu …”
Student feedback:
“I’ve seen actual change happen as a result of Unitu …”
“Unitu allows you to put your point across without being judged. It’s a great way to put issues across and make sure that everyone in the department hears… some students may think their grades will suffer if they raise an issue, so Unitu allows them to not be scared to speak up”.

13. Academic year 2015-16 What we learned:
Unitu is not for the faint- hearted.
Students will tell you what you’re doing wrong.
This can be upsetting for some staff.
It’s far better to know what students are thinking than not.

14. Academic year 2016-17 Account activation: 58% Posts creation: 174
Full implementation:
We included Unitu in our student induction, ran student rep elections and provided specific rep orientation sessions.
Account activation: 58%
Posts creation: 174
Course rep account activation: 98%

15. Use Unitu to:
Tell us when something is wrong
Make suggestions
Ask questions
Give us praise
Unitu is with you everywhere. Desktop, tablet, phone (Android and iOS).

16. Academic year 2016-17 What we learned:
Students prefer to post anonymously – this has both good and bad aspects.
Etiquette on Unitu must be managed.
There were fewer surprises at staff/student meetings.

17. Academic year 2017-18 Account activation: 50% Posts creation: 102
Continued use:
We again included Unitu in our student induction and ran student rep elections but didn’t provide specific rep orientation.
Account activation: 50%
Posts creation: 102
Course rep account activation: 62%

18. Academic year 2017-18 What we learned:
Implementation and management is key to success.
Encouraging student engagement is a good investment but is hard work.

19. Academic year 2017-18 Average account activation: 29% (52%)
Other departments:
Unitu was piloted in a number of other departments at UoG.
Average account activation: 29% (52%)
Average course rep account activation: 65% (88%)
Figures for all universities using Unitu

20. Alignment with NSS

21. Example A quick, visible win

22. Example We can’t always help and students understand that

23. Example We are able to demonstrate that the loop is being closed

24. Example Students value our efforts and thank us

25. Example We received more praise than expected

26. Does Unitu close the feedback loop?
Results:
Improved student satisfaction (NSS).
Increased staff/student dialogue.
More rapid resolution to problems.
Greater transparency in decision-making.
Students appreciate our efforts.

27. Time and effort How much staff time and effort is involved?
Approx. 2 issues raised per week. Many were simple to resolve, but some were complex and affected students beyond their programme and department.
80% of staff say they spend only 2-3 hours per month or term. 66% of staff dealt with an issue arising from Unitu.
Gaps revealed.
Unitu reveals a wider landscape than just student feedback. It reveals what students are thinking and how they are trying to talk to each other and to staff. In many senses it revealed a them and us relationship, but also an understanding of the levels of maturity.
Students like anonymity but some are sceptical that it really is anonymous.
Issues
There is some evidence that Unitu helps to engender a sense of community, but the them and us issue is something we need to work on.
Clarification of roles, critically around etiquette required.
Students make the point that they are better able to communicate the issues to the department but there is no evidence fromthe responses that they feel better represented
Impact on staff time is small. Most staff (80%) say they spend only 2-3 hours per month or term checking Unitu and responding to issues. 66% dealt with an issue. The system is easy to use.

28. Highs and lows In no particular order
Anonymous posting (60% of all posts)
Etiquette needs to be managed
Good engagement takes planning and effort
Opportunity to develop better community cohesion
Quick, visible wins
Better understanding of what students are thinking
Student satisfaction improvements
Access to Unitu development team

29. Together, we changed (prototype)
Unitu future development
Together, we changed (prototype)

30. Questions? Anish Bagga: anish@unitu.co.uk
David Watson: