A service design approach to improving student experience
Session type:
Case Study
Presented by:
Duncan Stephen
The University of Edinburgh
Session duration:
60 minutes
About the session
Research had shown us that University of Edinburgh students were frustrated by inconsistencies between different courses in their virtual learning environment. So we embarked on a programme of user research with students. However, for most of our findings about students, we found that something about staff was driving that experience. By adopting a service design approach, we have built a stronger understanding of this complex ecosystem of interactions, leaving us better placed to improve the student experience.
Conference Themes: Education, Service Design