Designing Services with Experience in Mind (separate registration is required)

Many higher education and IT organizations struggle to effectively define and design their services. Failure to invest in this important work limits service delivery efforts, making it difficult to achieve desired results. This workshop will teach attendees strategies for effectively defining and designing durable, accessible, experience-focused services, using interactive activities to enhance learning.

Participants will leave empowered with the tools needed to define robust, accessible, durable, business-aligned, and customer-focused IT services. Whether your organization is just getting started or looking to overhaul an existing service catalog or portfolio, this workshop is for you!

Topics covered will include:

• Overcoming common challenges and using organizational change management strategies to deliver lasting business value
• Concepts and strategies for working with stakeholders to define business and technical services (enterprise/IT services)
• Applying key concepts from the EDUCAUSE Service Catalog paper to accelerate or improve Service Catalog efforts
• Applying design thinking to create personalized experiences
• Considerations for online service and content delivery, including accessibility, responsive design, and omnichannel support
• Group dialogue around implications of current service delivery trends
• Attendees will be engaged in individual, pair and share, and/or roundtable group activities throughout the workshop. Concepts are scaffolded and connected throughout the program to ensure a deep understanding, empowering and enabling practical application of concepts within the work environment.