Innovation in Services at Universidad Adolfo Ibáñez
- Country /
- Chile
- Services /
- Service innovation
- Year /
- 2023
- Topics /
- Education and the future of work, Participation and collaboration, Public management and transparency, Participatory design
The primary goal of this consulting project was to detect opportunities for transforming the services offered by the university, based on a comprehensive understanding of the student journey, addressing their emotions, aspirations, frustrations, and desires in both their diversity and similarities. Additionally, the aim was to develop detailed student profiles to better understand the complexity of their university experience.
To achieve these objectives, a qualitative approach was employed, including in-depth interviews, focus groups, and analysis of relevant institutional documents. A representative sample of students from various academic programs, study levels, and trajectories was selected to ensure diverse perspectives were included.
Over 100 students were involved in the user research process through:
- 60 guerrilla interviews
- 8 roaming workshops with students
- 11 in-depth interviews with students and alumni
The process included 3 campuses represented.
Five user profiles were developed with corresponding journeys based on the gathered data.
