Category listing for Supporting strategy

Work we’ve been doing on projects that support strategic themes or overall University strategy.

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Apr
14
2017

A process of continuous improvement reduces support calls (not forms)

Our tech team recently did some great work for IS Helpline, creating a bespoke webform that directs users to self-serve before submitting an enquiry. The form itself, though, isn’t what will ultimately help reduce support calls—it’s an iterative process of user testing, editorial improvements and analysis.

Continue reading: A process of continuous improvement reduces support calls (not forms)

Apr
12
2017

Edinburgh Global Experience Language (EdGEL) Digital Strategy

Starting life as an Asset and Style Library for EdWeb the Edinburgh Global Experience Language (EdGEL) is evolving into a Code Agnostic Framework with built in processes and global standards compliance.

Continue reading: Edinburgh Global Experience Language (EdGEL) Digital Strategy

Mar
21
2017
Mar
17
2017

Student Counselling Service – Discussing outcomes with the right people

Last week, we held a workshop for the Student Counselling Service, (SCS) as part of a suite of work we’ve been doing for Student Experience Services.

What was the issue?

The Counselling website have the same problem as almost every other site – too many pages and not enough time. Some of their processes have also changed since they last properly reviewed at their website. Continue reading: Student Counselling Service – Discussing outcomes with the right people

Mar
2
2017

Design thinking with Edinburgh students at the Festival of Creative Learning

Last week I supported colleague Ross Ward, part of our Educational Design & Engagement team, in running a session that introduced UX concepts to students, and enabled him to explore new opportunities for technology-enhanced learning.

Continue reading: Design thinking with Edinburgh students at the Festival of Creative Learning

Jan
26
2017

Revisiting student experiences with Helpline reveals improvements to IT self service

I recently re-ran a usability study for the IS (Information Services) Helpline which I had first conducted back in June. The results, though far from perfect, are encouraging enough to reaffirm our conviction in the value of repeat usability testing.

Continue reading: Revisiting student experiences with Helpline reveals improvements to IT self service

Nov
24
2016

Enhancing student IT self service – a new collaborative initiative

We are embarking on a collaborative initiative with IS Helpline to improve the quality of online IT support for students. This is a great opportunity for us to demonstrate the impact of continuous review and improvement processes on the student digital experience.

Continue reading: Enhancing student IT self service – a new collaborative initiative

May
30
2016

Straight from the horse’s mouth – focusing student support web content

We’re currently doing some work to support the Student Experience Services Communications (SES Comms) project, and as part of this, we’ve been reviewing the Personal Tutors and Student Support Officers (PTs and SSOs) website.

Continue reading: Straight from the horse’s mouth – focusing student support web content

Apr
8
2016

UX: The building blocks of digital transformation

Earlier this week I was supporting our CIO, Gavin McLachlan, as he ran a session on digital transformation for managers within Information Services. The presentation and mini-workshop went down very well, prompting lots of discussion and enthusiastic collaboration. Listening to Gavin’s message prompted me to pull together some thoughts and resources on the subject.

Continue reading: UX: The building blocks of digital transformation

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