2134/11843916.v1
Radka Newton
Radka
Newton
Ksenija Kuzmina
Ksenija
Kuzmina
Diane Sloan
Diane
Sloan
Service design approach to the annual degree programme review practices
Loughborough University
2020
Uncategorised value
2020-02-13 14:50:56
Conference contribution
https://repository.lboro.ac.uk/articles/conference_contribution/Service_design_approach_to_the_annual_degree_programme_review_practices/11843916
<p>This research paper addresses the
challenge faced across the education sector of how to design, organise and
maintain a quality educational experience in HE. The findings are based on a
two-year research project in Lancaster University followed by a 10 months investigation
in four other UK Universities. The paper shows how applying service design
approach to programme review empowers student voice and creates a conduit to
incorporate more empathetic and human-centered view of student experience. Service
design has been successfully adapted from commercial setting to the
improvements of public sector, including patient experience in the NHS and to enhance
citizen engagement with gov.uk services. The paper provides a critical review
of the suitability and adaptability of serviced design to the HE context and it
reflects on its benefits as well as challenges connected with the problematised
framing of HE as a service sector. </p>