Transforming Higher Education With Human-Centred Design

Radka Newton Radka’s personal experience of being an international student contributed to her professional calling to ensure that as educators we create challenging yet attainable education environments. As a continuous improvement and service excellence scholar, she has grown a significant expertise in combining executive coaching, organisation change practice and service design. Radka is a Personal Chair in Management Education and Innovation and a co-founder of the Service Design in Education network. Jean Mutton Following a degree in Educational Research, Jean began a career in Higher Education academic administration where she managed many Registry and Faculty-based administration teams, covering the student journey from Admissions to Graduation. Since 2015, Jean has been working as a consultant across the sector, using human-centred design for process improvement to enhance the student and staff experience. Jean is a co-founder of the Service Design in Education network. Michael Doherty Michael is Professor of Law, and Associate Head of the Law School, at Lancaster University. He is co-author of Public Law (3rd edn, Routledge 2023). He is active in legal education scholarship, co-created the Connecting Legal Education online community, and is a former Chair of the Association of Law Teachers. Michael’s work in legal and service design encompasses education, cultural studies and disciplinarity. He is the founding editor-in-chief of Legal Design Journal.

Foreword: Paul Bailey. Introduction. Drawing inspiration from the Human-Centred Design process: How the illustrations in this book were created. Human Understanding and Behaviour Go Hand-in-Glove: Making a Difference through the Human-Centred Design. Section 1: DESIGN AS WE SEE IT. Foreword: Sarah Drummond, Debbie McVitty. Chapter 1: “It all just clicked”: Experiences of finding and using service design in higher education. Chapter 2: Service Design solves the right problem. Section 2: BUILDING CAPACITY, DEVELOPING MINDSETS. Foreword: Paul Moran, Annette Robinson. Chapter 3: Change HEROs: Scaling Service Design as a Core Competence for Professional Services Staff. Chapter 4: Inspiring change at all levels: the personal and professional impact of service design training. Chapter 5: Untangling networks: Using design methods to grow collaborative innovation beyond the classroom. Chapter 6: Mindsets Eat Methods: Human-Centred Design for organisational change in HE. Chapter 7: Prototyping educational change: Learning from a ten-week service design programme. Section 3: INSTTITUTIONAL CHANGE. Foreword: Sheila MacNeill, Andy Youell. Chapter 8: An Exploration of the Relationship between Lean and Service Design for Service Improvement. Chapter 9: Moving from silos to integrated services - a case study of three live experiments. Chapter 10: Futurelib: prototyping library services at the University of Cambridge. Chapter 11: Designing for a Gender-Inclusive Campus. Chapter 12: Integrating service design thinking into our Automation Service. SECTION 4: STUDENT EXPERIENCE. Foreword: Sue Morrison, Jacqui Jackson. Chapter 13: Warwick Secret Challenge: Design thinking for re-imagining student engagement. Chapter 14: Service Design in Education: A mindset towards Inclusive and Accessible Learning Experiences. Chapter 15: Reflection By Design: Embedding Reflective Practice into the Student Learning Journey. Chapter 16: Discovering the untold story: emotional journey mapping of learners’ educational experience. Chapter 17: ‘Know thy student, for she is not thee’: User personas as a way to give agency to student voice. IT’S A WRAP: Seamless student journey - fact or fiction?