Enhancing the student experience through service design

Polina Baranova, Sue Morrison, Jean Mutton
  • Perspectives Policy and Practice in Higher Education, October 2011, Taylor & Francis
  • DOI: 10.1080/13603108.2011.599883

Case Study of business transformation in higher education using service design techniques

What is it about?

An overview of how a UK university improved the student experience and transformed one aspect of the business process (transition) by focussing on the felt student perspective.

Why is it important?

This is one of the first accounts of the impact of taking a service design approach to improve the student experience through a review of the business processes.

The following have contributed to this page: Jean Mutton

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