EMA and Service Design

Having identified the challenges we are all facing around EMA and had some discussion around what you see as the priorities, we are aiming to use service design approaches to help us move towards solutions. Service design takes a holistic view of the customer experience: it helps us co-create and validate with users what the ideal service might be then, working with the organisation, to help develop and deliver that experience.

You have already told us that one of the big problems with assessment and feedback is that it touches so many different parts of the institution that many stakeholders only see what is going on in their particular silo. The assessment and feedback life-cycle is very useful to us in helping to map business processes and supporting systems to academic practice and service design brings an additional dimensional to this helping us better understand how the overall life cycle is experienced by different groups of stakeholders.

In an earlier blog post we looked at how the community already engaging with this programme (and quite heavily focused towards learning technologists and senior academic managers) prioritised the challenges. What we would like to do next is establish how these issues manifest themselves in the daily lives of staff and students. In service design ‘speak’ we look at each stakeholder’s touchpoints with the process and see where there are periods of waiting for something else to happen or points where the process can fail. In simple terms we want some real user stories that will help us design a blueprint for the future and help us understand how potential solutions might impact different stakeholders in order to determine which potential solutions are worth taking forward because they offer the possibility to deliver real benefit for a considerable number of users.

To help with this phase of activity Jisc is working with a company called Livework who specialise in service design. We will be posting more information to the blog shortly to tell you how you can participate in this phase of activity and contribute your own user stories. To find out more you can also sign up for a webinar we will be running on Wednesday the 19th of November, 12-1pm GMT.

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