A service design approach to improving student experience

Research had shown us that University of Edinburgh students were frustrated by inconsistencies between different courses in their virtual learning environment. So we embarked on a programme of user research with students. However, for most of our findings about students, we found that something about staff was driving that experience. By adopting a service design approach, we have built a stronger understanding of this complex ecosystem of interactions, leaving us better placed to improve student experience.

Themes: Education, Service Design