Author: Jean Mutton and Christine Stewart
Can we really line up our processes, our resources, and our culture to deliver a Seamless Student Journey.
The chapter will reflect on the authors’ experiences of implementing change in this environment to look closely at the systemic issues in this eco system and discuss ways that fiction might be turned into fact.
Jean co-founded Change Heroes, a service design capability development for HE professional staff and as a part of the training, she recorded a short interview with Christine as a preparation for their chapter.
The main questions addressed in this chapter are: Can a seamless student journey be achieved? How do we line our systems and processes effectively drawing on Lean and Service Design methodologies? What have we found to be the challenges and opportunities?
At the ‘book trailer’ session held on 2nd February 2023, Jean and Christine introduced the concept of their chapter. The chapter will be an annotated conversation on ‘The Seamless Student Journey: Fact or Fiction’ which came out of a session they led at the LeanHE Global conference in 2022. Part of that presentation was captured on a Padlet, where they invited the audience to address four key questions:
What does Seamless’ mean to you?
What does Good look like?
What are the barriers?
What are the enablers?
The same Padlet was shared with the audience on 2nd Feb and folk were asked to a) review the comments already written and b) add to them. In this way, the premise of the chapter continues to be crowd-sourced. We would like to keep this conversation going, so please do follow the link and make your own contribution to further the argument. Fact or Fiction?
Biography
Following a first degree in Educational Research, Jean began working in Higher Education and has managed many Registry and Faculty-based administration teams, covering the student journey from Admissions to Graduation. After joining the Student Experience Team at the University of Derby in 2007, Jean began to explore service design to enhance the student journey. Since 2015 Jean has worked with a wide range of UK universities and led workshops on service design, process improvement and journey mapping at a variety of conferences, and is on a mission to bring human-centred research to the heart of the student and staff experience.
HCD in HE 