Workshop 09

Designing services for impact: Breaking down silos to improve the student experience

  • Tuesday 26 Sept
  • Dock 10B, Level 2, Rotterdam Ahoy
  • Level: Beginner
  • €209 (€319 for non-members)

All professional services staff should have a way of assessing and improving services that is understandable and clear to everyone. Using service design tools and methods is the first step to fully understanding the student experience. In this workshop, you will gain first-hand insights into how to shape that experience in an impactful way. We will show you how to break down silos and get people from other parts of your institution on board with changes you make to student services, and we will look at how journey maps are built and who should be involved.


At the end of this workshop, you’ll be able to:

  • create a student journey map and stakeholder map;
  • understand how having more people in the process can help to create better services and understanding of service needs;
  • confidently incorporate end-user and student perspectives.


  • Leadership, strategy and policy
    • Staff skills development


  • Pamela Spokes, 
    Metropolia University of Applied Sciences, Finland
  • Jean Mutton, 
    Service Design in Education Network, United Kingdom