If you want to be sure you're meeting the demands of your stakeholders as they use your services, creating personas to identify their needs will help sharpen your focus. As consultant Jean Mutton explains, it's a technique that's becoming more widely used and it needn't be a difficult process.
As universities grapple with the problem of understanding what "value for money" means, as well as how to show it, Jean Mutton reflects on a recent debate on the topic in Manchester which threw up a surprising outcome.
One alternative to lean that some universities are exploring is service design. Based on traditional design techniques it can be used to solve problems by understanding the user experience, as consultant Jean Mutton explains.
Meeting students’ expectations is becoming more important for universities. Clare Foyle and Jean Mutton explore what institutions are doing to engage students in influencing change projects in learning, teaching and professional services.
Like all service users, students have their stories of where their experience could have been improved. Jean Mutton presents some of the findings from a Jisc study seeking to identify these 'pain points'.
Some universities are attempting to map the student journey in order to better understand the student experience. In this blogpost consultant Jean Mutton explains how service design techniques can help to develop a deeper understanding about what is driving students.
Sometimes solutions are under our noses - you just need the right approach to unlock them. In this post, consultant Jean Mutton explains service design, which she says is for anyone who often thinks "there must be a better way".