Zeynep Ondin
Director, UX Design and Assessment,
Virginia Tech
From Insight to Impact: A Five-Step Framework for Service Excellence
Tuesday, October 28, 2025 | 9:45AM–10:30AM CT | EDUCAUSE Commons, Enterprise Central, Poster Area
Session Type:
Poster Session
Delivery Format:
Poster
At Virginia Tech, we designed and implemented a five-step, user-centered feedback process to improve IT support services in a way that’s scalable, repeatable, and grounded in best practices. This poster presents a practical framework for transforming user feedback into service excellence, starting with data collection and continuing through analysis, action planning, communication, and impact evaluation. You’ll learn how we applied this process at Virginia Tech to capture both quantitative and qualitative user experience data. We’ll share how the insights gained from user feedback led to meaningful service enhancements, from faster resolution times to improved agent training and recognition. We’ll also highlight how we communicated outcomes to both users and internal teams to foster transparency and trust, and how we measured the impact of our actions to ensure they made a real difference. Whether you're new to user experience-driven improvement or looking to scale your existing efforts, this poster offers a tested model that can be adapted to fit a wide range of services and platforms. Stop by to see the process, the outcomes, and how you can bring this approach to your own organization.
