July 2016
Technology Services
Introducing the Technology Services TeamWe co-create services in support of a transformational student experience
Software Development
Systems Administration
Strategy & Design
Data & Analytics
Service DesignService Design is the practice of making services better.
When you have 2 coffee shops right next to each other, that each sell the exact same coffee at the exact same price; Service Design is what make you walk into the one and not the other. – Marc Fonteijn, 31 Volts
User-Centric
Co-Creative
Holistic Sequential
Evident
Deliberately crafting our experience and delivery of services, to make them more valuable for the people that use and provide them. – Nick Marsh, Sidekick Studios
Education is a Service System
Goods Lens
• Courses, degrees, programs, assessments
• Learning objects
• Facilities
• Technology
• Graduates – are a “product” of the system
Services Lens
• Students view education as a broad set of end-to-end experiences
• Knowledge, skills, capacity for learning
• Development of the person
• Value is co-created by student through the experience itself
#studentsfirst
By improving & innovating the student experience, we help students become better co-creators of their own education. This creates value that lasts a lifetime.
AH Student JourneyProspect Applicant Accepted Enrolled
First Term > First Year > Second YearAlumni
AH Student Journey - IT LensProspect Applicant Accepted Enrolled
First Term > First Year > Second YearAlumni
AH Student Journey - Services LensProspect Applicant Accepted Enrolled
First Term > First Year > Second YearAlumni
College FairsInfo CollateralRequest for InfoEmail CommsContact CenterAgent Relationship
ApplicationTranscript RetrievalFinancial adviceCollege ReadinessAcceptance
DecisionScholarshipsVisa Application
Intent-To-EnrollInitial AdvisingOrientationSocial EventsPlacement TestingRegistrationTuition PaymentTravelHousing
Intensive Advising● Goal setting● Career plan● Pathway plan● Course plan● Transfer ● ASP● CC resources
Honors & Co-Curricular
● Honors courses● Orientation● Squads● Honors seminar● Transfer
seminar
Community & Cohort● Peer support● Mentoring● Social events● Honors lounge● Dream Big
Dinner● Induction● Graduation● Transfer
network
● Alumni network● Transfer
network● Professional
network● Mentoring CC
students
Macro and Micro Services
Macro Micro
Admissions Online Application
Enrollment Milestones Intro Advising Meeting
Honors Curriculum Single Course Design
Intensive Advising Mid-term check-in meeting
Student Community Honors Lounge
Macro and Micro Services
Macro Micro
Admissions Online Application
Enrollment Milestones Intro Advising Meeting
Honors Curriculum Single Course Design
Intensive Advising Mid-term check-in meeting
Student Community Honors Lounge
Enrollment Milestones
a.k.a. “Yield”
Macro-service designed to assist students navigating and completing the steps from acceptance to enrollment.
Scheduling Intro Advising Meeting
Challenges with old process• Multiple uncoordinated points of
contact• Inconsistent expectations for
intro advising meeting• Unfamiliarity with Quad meeting
scheduler• Lack of awareness of importance
to meet with advisor
Goals for new process• Streamline points of contact• Communicate value and
importance of the meeting• Improve Quad scheduler
usability• Increase % who schedule on
Quad• Increase % who schedule within
2 weeks of ITE commitment
Service Design Example: Intro Advising Meeting
Com
mun
icat
ions
Pro
cess
esTe
chno
logy
Ana
lysi
s
Acceptance Packet
Automated Email/SM
S
student
Quad Scheduling
Tool
Admissions Officer
Advisor
Intro Advising Meeting
(F2F or virtual)
College Readiness PlanCourse Plan
Program ResourcesNext steps
Etc.
User
Front stage support
Back stage support
Systems
Service Blueprint TechniqueScheduling an Intro Advising Meeting on Quad
Scheduling Intro Advising Mtg - Redesign
System & Platform Upgrades New Communication Plans and Processes
Scheduling Intro Advising MeetingMeasurement and Results
Avg Days from Signed ITE to Scheduled IAM (Active ITE Only) Avg Days from Signed ITE to Completed IAM (Active ITE Only)
57% of IAMs scheduled through Quad43% of IAMs scheduled by phone, email, or in person
Service Design References
Service Blueprinting: Transforming the Student Experience- Mary Jo Bitner, Amy Ostrom and Kevin Burkhard, 2012
http://what-is-service-design.com/
Michael Stickdorn, Jakob Schneider & 21 others, 2012
Introducing Slack….
● Group Messaging Platform exploding in workplaces
● Student-led online community● High potential as a platform hub for other AH
services
● Navarro pilot Spring 2016● Full AH rollout for Fall 2016 in progress
● Successful adoption with Honors Council leaders and new students at orientation
This is what Slack looks like on your computer:
This is what Slack looks like on your phone:
How students are using Slack
Future possibilities with group messaging
Integrated Services
OnboardingAccess to program resourcesCurricular & co-curricularStudent-advisor communicationSpecial projectsEtc.
Community and Networking
Mentor connectionsStudy groupsEventsInterest groupsNetworking across AHTransfer networkingEtc.
Questions?