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ERIC Number: EJ948587
Record Type: Journal
Publication Date: 2011
Pages: 7
Abstractor: ERIC
Reference Count: 14
ISBN: N/A
ISSN: ISSN-1360-3108
Enhancing the Student Experience through Service Design: The University of Derby Approach
Baranova, Polina; Morrison, Sue; Mutton, Jean
Perspectives: Policy and Practice in Higher Education, v15 n4 p122-128 2011
The student experience in higher education is firmly placed at the top of the strategic agenda for the majority of higher education institutions (HEIs) in the UK at present. In the current climate of public cuts, universities increasingly have to strike a delicate balance between cost efficiencies and delivery of the high-quality university experience to attract students onto their programmes. Student experience is therefore seen as a critical area where universities have the opportunity to differentiate their offer and potentially ensure the long-term sustainability of their provision. Recently there has been a shift in a traditional understanding of the student experience where it is predominantly seen as delivered through teaching and learning interfaces. Increasingly, a broader perspective of student experience is introduced where teaching and learning experience is supported through a wider encounter with a portfolio of enabling and enhancing administrative and supportive services. Such a development requires a new perspective on how university administration views students and their participation in service delivery. Service design as an approach, where the end-user is the main focus and co-producer of the service, is a relatively new concept to the higher education sector. In the current climate, it is not only about the availability of services and meeting the minimum service standards. It is how the user interfaces with the service and how such interfaces impact on the user's perception of service quality and the user's experience. This article introduces the reader to service design and enhancement techniques. The advantages and limitations of services blueprinting are considered. As this is a technique applicable to services in all sectors, the word "customer" is used to identify the service user. The Development and Enhancement Review of Business Interfaces (DERBI) project is referenced as a real-life example of application of these approaches. The article concludes with data illustrating the impact of the project on the quality of the student experience at the University of Derby. (Contains 3 figures.)
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Descriptive
Education Level: Higher Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Identifiers - Location: United Kingdom