Igniting User-Centered Design Thinking at DOE: Challenges and Lessons Learned
Tell Us What You Want Lessons in Student Centered Service Design
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Transcript of Tell Us What You Want Lessons in Student Centered Service Design
Tell Us What You Want Lessons in Student Centered Service Design
Information Services & Resources (ISR)Bucknell University
http://www.bucknell.edu/isr
What do you do?
How many of you have included students on a planning group?
How many have included students on a project team? How many of you have a “great relationship” with your
school’s student life staff? Do you meet regularly with other student focused staff
on your campus?
http://www.bucknell.edu/isr
Background About Bucknell and ISR Changes and challenges become opportunities
Research Services “work redesign” (Spring 2004) Technology support focused on faculty and staff
A new Strategic Plan provides some guidance Bucknell Strategic Initiative for Student Centeredness
http://www.bucknell.edu/isr
Bucknell University Bucknell University, located in Lewisburg, PA, is a highly
selective, private, nonsectarian, co-educational university founded in 1846.
450-acre campus includes more than 100 facilities Approximately 3350 students, 300 faculty and 700 staff
members
http://www.bucknell.edu/isr
Information Services & Resources (ISR) Information Services & Resources (ISR), formed in
1997, is the merged library and technologyservice organization
90 staff located in two buildings Wealth of services
Network Library Computing support Administrative computing Telecommunications Media services Instructional Technology
http://www.bucknell.edu/isr
“In the middle of every difficulty lies opportunity.” Albert Einstein Challenges and changes internally
Librarians challenged by changing work, changing student needs, difficulty reaching students, etc.
Technology support traditionally organized to support faculty and staff.
Spring 2004 work redesign of Research Services identifies “student outreach” as a significant area of their work (and they identify Lisa as a member).
http://www.bucknell.edu/isr
Making ISR more student centered “Bucknell’s goal as a student-centered
institution is to provide students with an environment within which learning fills all the dimensions of university life.”
"Bucknell’s residential life and co-curricular program will fully support its academic program," and will provide an "integrated environment for student learning and growth.“ (The Plan, Bucknell University)
Requires new levels of collaboration and coordination between academic affairs, student life and students.
We knew we needed to focus attention on services provided to students.
http://www.bucknell.edu/isr
Understanding our students
ISR Assessment Team Merged Information Services Organizations (MISO)
Survey LibQual+
Longitudinal study Focus groups Student Research Project Usability studies for our products
http://www.bucknell.edu/isr
Getting Started Focusing on Students
Creation of Student Outreach Group (SOG) – September, 2004 Made up of ISR staff from key student services Meet regularly to plan events, communication, and more
Creation of Student Advisory Group (SAG) – January, 2005 Group meets monthly over lunch Students given a task before each meeting Assistant Director of Res Life attends
http://www.bucknell.edu/isr
Student Outreach Group
Centralize student advocacy efforts Create formal ties with students More effective communication Channel student input Design better services from the students’ perspective Taking advantage of “networking opportunities” with
students SOG staff members are “known faces” on campus
ISR is thought of as a student-centered organization
http://www.bucknell.edu/isr
Creating SAG
Developed a charge Recruiting students
General call for volunteers and staff recommendations
Representation from all class years Monthly meetings
Students give us feedback on our services Help us set priorities and suggest new
services Perform tasks for us, such as interviewing
their peers Beta test new services/systems Phil Marquis ’07 student advisory board
member
http://www.bucknell.edu/isr
Activities of SAG meetings/students Plus/delta exercise (Results) Prioritization of ISR services Photographs of the building with annotations
Things in library they felt needed improvement Example 1 | Example 2 | Example 3
Feedback on first year mailings Communication preferences
How students prefer to receive communication from ISR
Collaborative study environment Students redesigned a work area
Library presence in myBucknell portal (myLibrary) Input into useful library services for portal
http://www.bucknell.edu/isr
Outcomes of SAG
ISRBuddy (IM Service) created because of SAG feedback
Design of collaborative work area on Level 2 Improving BUTV Expanded equipment desk
inventory Streamlined communications
with first year students
http://www.bucknell.edu/isr
Resulting Partnership/Outcomes Campus Wide Student Outreach Group Build relationships within Student Life
staff Working relationship with Student
Government Staff involvement with student
organizations Our student employees (200+ students) Partnering with Environmental Center
and Environmental Club on campaign
http://www.bucknell.edu/isr
An Example: Orientation (the biggest coup)
RA Training Graduate Student welcome Hall mentoring Abroad students “Faces and Places” – ISR
has the biggest presence in this event
http://www.bucknell.edu/isr
Lessons learned
Don’t assume you know what students want or care about
Informal information gathering is invaluable
Working with the Student Advisory Group We need to do better at timely follow-up. Attendance is a problem, especially at
semester crunch times. Recruitment is difficult. We often have too
many student employees on the group Number of staff vs. students at meetings
http://www.bucknell.edu/isr
Future projects
Panel discussions Testing and feedback about systems -
(redesign/rethinking of library catalog) Digital music Technology Fair at the Bookstore Print Wisely Campaign
http://www.bucknell.edu/isr
Make and take: Student outreach doesn’t have to be
a huge process Let’s take a few minutes and think
about immediate steps you can take on your campus.
Turn to your neighbor, introduce yourself, discuss these with each other. What projects or services could
benefit from student input on your campus?
What are you currently doing to engage students? What more could you do?
http://www.bucknell.edu/isr
Do you know….
Who is your campus’ student government president? (Do you know what they look like?)
Who is the Director of Residential Life? Do you know the name(s) of the
student(s)working your circulation or help desk at night?
Who on your campus is in charge of planning orientation activities?
If you don’t know these answers,consider forming a student outreach team.
http://www.bucknell.edu/isr
Building a community of student outreach Interested in a higher education student outreach blog? Ideas for building a community? Questions? Presentation & materials online at
http://www.bucknell.edu/Educause2006.xml Email us:
[email protected] [email protected] [email protected] [email protected]