Author: Bernadette Geuy, Daphne Ogle and Rachel Hollowgrass
Genderqueer, nonbinary, and transgender students struggle to belong and be seen in a world where services and daily interactions are premised on a male/female binary.
In this case study, we share how a prominent university engaged service designers from Power of Design Services to conduct research that examined the needs of their people, business operations, and technology, to determine the implications of adding pronoun and gender identity options to their student information and human resources systems.
The chapter will enquire into: How human-centered service design methods can be employed to understand, facilitate and visualize complex cultural and structural changes for a campus-wide diversity and inclusion initiative? How service designers are uniquely qualified to research and synthesize needs that span disparate business units and diversity of human needs, goals, and beliefs? How service designers seek to enable shared understanding, and to develop designs and change communications that reflect the collective needs of the institution?
In the virtual chapter trailer session, Bernie and Daphne posed a few insightful questions on the Padlet. Enjoy the trailer video and do contribute to this emerging and life-changing debate on the Padlet that remains opened for comments and insights.
Biography
Bernie
I am a service design strategist and change maker. I created Power of Design Services to focus on improving service experiences in higher education and I have over 15 years of experience as a change-maker working with universities and community colleges. Projects include understanding the student portal experience, reimagining academic planning and enrollment, designing for accessible learning, improving the billing and payments experience, and transition planning and readiness for a Workday Student deployment. My education includes a BA and MBA from the University of California, Berkeley and I co-founded the San Francisco chapter of the Service Design Network.
Daphne
I am a service designer, strategist and user advocate. My passion is to help organizations design services that make people’s lives better. Together with users and stakeholders, I specialize in co-designing holistic, human-centered experiences that enable organizations to thrive. I’ve been focused on finding and solving problems in higher education for over 20 years both from within the organization and now as a consultant. I received my BBA and MSI (in Human-Computer Interaction) from the University of Michigan.
Rachel
Rachel Hollowgrass is a user experience researcher and designer. She has contributed to consumer applications at Apple, interactive math curricula at Stanford, student information systems at UC Berkeley, and climate research at the Lawrence Berkeley National Laboratory.
HCD in HE 