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?