Planning for Higher Education Journal

The Why, What, When, Where, and How of Student Service Innovation

Journal Cover
From Volume 45 Number 2 | January–March 2017
By Elliot Felix, Coby Lerner
Planning Types: Student Affairs Planning

As the challenges that students face become increasingly complex and interwoven, student service providers must innovate in order to continue to connect users to their offerings. Moreover, those services must be planned for holistically with an aligned understanding of why, what, where, when, and how they will be delivered. This article draws on brightspot strategy’s work with more than 50 leading universities as an experience design and strategy consultancy as well as best practices from the field to share some of the approaches, tools, and lessons learned in designing services to meet the needs of today’s students.

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