Service Innovation for Santo Tomás
- Country /
- Chile
- Services /
- Service innovation
- Year /
- 2019 - Presente
- Topics /
- Education and the future of work, Participation and collaboration, Public management and transparency, Participatory design, Sustainability
In the first phase of the project, Unit conducted in-depth research to map the student lifecycle, understand student interactions across the country, and develop targeted intervention strategies. Inspired by the principles of strategic design and innovation, the study explored students' emotions, aspirations, challenges, and needs.
The project is currently in its second phase, focused on developing a management model based on service typologies and interaction patterns.
So far, over 1,300 participants — including students, faculty, and administrative staff — have been involved in the process.
The resulting strategy aims to benefit more than 90,000 students through enhanced services and experiences.
Based on the collected data and international benchmarks, Unit developed a strategy to offer new services and experiences. User archetypes and journeys were created, identifying pain points and key areas for intervention throughout the student lifecycle. In addition, the project includes a value proposition for new services, a portfolio of journeys, and an action and pilot plan.
