Discover and share good practice for smarter working universities

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Developing student and staff personas: a practical guide

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.

Six ways to give students a warmer welcome

First impressions count, which means welcome communications are among the most important we will send to our students. Based on a recent overhaul at Lancaster University, Luke Davis offers his top tips.

5 May: Design for Education | Service Design Basics, Lancaster

This one-day workshop will show participants how to develop and deliver great services through a design-led approach. This puts students, staff and stakeholders at the heart of delivery helping practitioners to learn new ways to find solutions to problems that impact their institution.

Finding ‘pain points’ in the student journey

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'.

15 October: Westminster Higher Education Forum, London

This event focuses on improving student experience and includes speakers from HEFCE and the Times Good University Guide. Students' rights at universities will be explored, following a shift to greater focus on 'value for money', as well as measures for dealing effectively with complaints.