Author: Pamela Spokes and Jean Mutton
This chapter looks back at the learning journeys the authors have had as professional services staff working in higher education over many years. How their extensive experience was drawn upon to create a course designed specifically for people like themselves; those wanting to make sustainable service enhancement in systems and processes designed for students using human-centred research and the tools and techniques of service design. It focuses on the importance of getting the right mindset to flourish in an environment often hostile to co-creation in change management.
Biography – Pamela Spokes
Pamela Spokes is a service designer at Metropolia University of Applied Sciences in Finland. She has previously worked at Aalto University, UHI Millennium Institute (now University of the Highlands and Islands, Scotland), University of Northern British Columbia, Canada. She earned her BA in International Studies in Canada (1999), her MA in International Studies in Sweden (2002), and her MBA in Service Innovation & Design in Finland (2017). Her area of expertise is the international student and staff experience where she has worked in 4 different countries in recruitment, marketing, and development of post-arrival services.
HCD in HE 