JISC

Overview

The project will improve the quality of the student experience from pre-entry to readiness to engage in learning and teaching. Enrolment, as the point at which an individual’s status changes from an applicant to a student, is considered to be significant point for which a review of service design and student relationship management would be beneficial for the JISC community.

Aims and objectives

• Use service improvement strategies (service design) to map the student lifecycle from pre-entry to readiness for learning and teaching and scrutinise these with stakeholders.
• Develop a blueprint of the enrolment process from the student's point of view considering main stages of the process, timing, participants, tangible and intangible aspects of student's experience. This analysis would form the basis of the service improvement plan.
• Explore the dependencies required to make enrolment effective in an integrated system. Identifying and exploring interface points during the three stages of the student lifecycle.

Project methodology

• Desk-based research
• Staff focus groups
• Student focus groups
• Analysis of staff and student questionnaires
• One to ones
• Pilot programme

Anticipated outputs and outcomes

• Develop and implement a service improvement plan
• Pilot service and system enhancements and measure impact in terms of improved student satisfaction and strengthened relationship management
• Review and learn from experience, develop a case study to disseminate findings
• Continue service enhancement through further action planning and application of service design techniques in other areas of the business