# data[].attributes.headline
good.  does not have to be brilliant.  but I don't want to feel annoyed

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good.  does not have to be brilliant.  but I don't want to feel annoyed

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Guided, consequential experiences - 'feeling' known by the institution and guided accordingly

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Guided, consequential experiences - 'feeling' known by the institution and guided accordingly

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User thinks there is one place to go to do all that they need to.

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User thinks there is one place to go to do all that they need to.

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outdated materials.  maybe documentation.  maybe clunky systems

# data[].attributes.subject
outdated materials.  maybe documentation.  maybe clunky systems

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minimal steps, automated, no manual manipulation required

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does what it says on the tin. minimum viable product

# data[].attributes.subject
does what it says on the tin. minimum viable product

# data[].attributes.headline
Perceived data owners putting up barriers

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Perceived data owners putting up barriers

# data[].attributes.body
Removal of failure demand enquiries
Only contacting service for value-add queries

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Systems that don't work

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solve the issue or provide what is needed

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solve the issue or provide what is needed

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insights, great people , 'intuitive' tech

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insights, great people , 'intuitive' tech

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No shared perspective on the whole process and how everyone contributes

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No shared perspective on the whole process and how everyone contributes

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A joint understanding of purpose, the services and the transfer points, ownership and accountability

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A joint understanding of purpose, the services and the transfer points, ownership and accountability

# data[].attributes.headline
responsibility issues over the student journey solved

# data[].attributes.subject
responsibility issues over the student journey solved

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Accessible information and guidance, knowledgeable operators

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Accessible information and guidance, knowledgeable operators

# data[].attributes.headline
the belief that we are better/smarter and more important than the student

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the belief that we are better/smarter and more important than the student

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focus on the process more than on the human

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focus on the process more than on the human

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feeling like I need to protect my job.  fear to share.  

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feeling like I need to protect my job.  fear to share.  

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students get to focus on learning rather than how to move through our processes

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students get to focus on learning rather than how to move through our processes

# data[].attributes.body
health and wisdom is needed :)
See: https://www.amazon.pl/Five-Dysfunctions-Team-Leadership-Fable/dp/0787960756/ref=asc_df_0787960756/?tag=plshogostdde-21&linkCode=df0&hvadid=504604467541&hvpos=&hvnetw=g&hvrand=6029632617868009820&hvpone=&hvptwo=&hvqmt=&hvdev=c&hvdvcmdl=&hvlocint=&hvlocphy=9067589&hvtargid=pla-487653304767&psc=1

# data[].attributes.attachment_link.title
The Five Dysfunctions of a Team: A Leadership Fable

# data[].attributes.attachment_link.description
In The Five Dysfunctions of a Team Patrick Lencioni once again offers a leadership fable that is as enthralling and instructive as his first two best-selling books, The Five Temptations of a CEO and The Four Obsessions of an Extraordinary Executive. This time, he turns his keen intellect and stor...

# data[].attributes.headline
people work in same job/department for 10+ years without ever working in other parts of the university.  Too many local experts and too little understanding what others do

# data[].attributes.subject
people work in same job/department for 10+ years without ever working in other parts of the university.  Too many local experts and too little understanding what others do

# data[].attributes.headline
The point of a good service is that it helps them to do something

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The point of a good service is that it helps them to do something

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Always start with the user - airport bathrooms example and Global Service Jams

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Always start with the user - airport bathrooms example and Global Service Jams

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Make space to make things better and improve

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Make space to make things better and improve

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reassurance you are doing the right thing!

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reassurance you are doing the right thing!

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Find a starting point and start a conversation

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Find a starting point and start a conversation

# data[].attributes.headline
Put yourself in the shoes of the end-user.

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Put yourself in the shoes of the end-user.

# data[].attributes.headline
variety and needs of different programmes

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variety and needs of different programmes

# data[].attributes.body
Resilience, scalability and robustness of the infrastructure.

# data[].attributes.body
Are good and seamless the same thing?

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The intent and desire must be there or it will be hard to make cross-campus progress improving student journeys

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people not wanting to draw from different methodologies

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people not wanting to draw from different methodologies

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Satisfies a students needs

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Good is reflected in the experience of all stakeholders

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journeys happen across departments, ex: admissions through to housing and financial aid

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Expectations are met for students

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Good should 'measure' that robustness, resilience, scalability of the system (IT, human resources in admin) to adjust to a range of student *and* admin + teaching staff demands, expectations and timings.

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Good should 'measure' that robustness, resilience, scalability of the system (IT, human resources in admin) to adjust to a range of student *and* admin + teaching staff demands, expectations and timings.

# data[].attributes.body
When there is a problem it is solved quickly

# data[].attributes.headline
Visualize archetype journeys to facilitate collaboration and shared understandings

# data[].attributes.subject
Visualize archetype journeys to facilitate collaboration and shared understandings

# data[].attributes.body
help position departments and staff supporting student journeys in the the journey - their touchpoints

# data[].attributes.body
Legacy systems stop progress because of the work required to make changes

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legacy systems - in terms of IT, budgeting for HR (admin, teaching staff)

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legacy systems - in terms of IT, budgeting for HR (admin, teaching staff)

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Lack of communication between departments

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they are best positioned to understand the issues and where the opportunities lie for improvement

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Disconnect between the student and staff experience

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Disconnect between the student and staff experience

# data[].attributes.body
Covid was an enabler. We were forced to do things that wouldn't have been considered before. Need pushed the speed of progress.
Access to educators, students, systems and resources.

# data[].attributes.headline
visualising the student journey creates transparency and empathy, and also identifies improvement opps

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visualising the student journey creates transparency and empathy, and also identifies improvement opps

# data[].attributes.headline
Language and vocabulary - seeing diversity as a disadvantage. But it can/should be an advantage 

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Language and vocabulary - seeing diversity as a disadvantage. But it can/should be an advantage 

# data[].attributes.body
Seamless is the golden goal! Bur WHEN we hit a bump - not IF, then we need to be there the solve the problem.

# data[].attributes.body
Staff need to understand imperative of  pursuit of continuous improvement, to provide good service :)

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Journeys design and touchpoints affect student success

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Journeys design and touchpoints affect student success

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focus on touchpoints that can reduce barriers to retention

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Seamless will be different for different students - we probably need many seamless student journeys

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Staff's familiarity/comfortableness, or lack of, with technology

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Students shouldn't have to know how the university works to engage

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Students shouldn't have to know how the university works to engage

# data[].attributes.body
testing assumptions as staff often think they know what the issues/challenges are and assumptions are really tested / disporved )in my experience)