Service_Design

EXPERIENCEHAUS 2024

Service Design

During my time at Socialpoint, I embarked on a part-time Service Design course offered by ExperienceHaus. This immersive program allowed me to expand my skills and knowledge in service design, working on a real-world project for the Enterprise team at Queen Mary University of London (QMUL).

Course Details

Institution: ExperienceHaus
Course Name: Service Design
Duration: Part-time

Client Project: Queen Mary University of London

Client: Enterprise Team, QMUL
Industry: Education
URL: QMUL Careers
Course Brief: The project focused on enhancing and scaling the entrepreneurial support programs offered by the Enterprise team to students and graduates at QMUL.

Project Overview

Queen Mary University of London is renowned for its high-impact developmental programs aimed at nurturing entrepreneurial skills among its students and graduates. The Enterprise team runs several key initiatives including QHack, QIncubator, and QResearcher Enterprise, each designed to support different stages of entrepreneurial development.

Challenges Addressed

  1. Scaling without Increasing Team Size: Exploring methods to expand program reach without proportional increases in staff.
  2. Team Expansion: Identifying missing roles if the team size could be increased.
  3. Student Engagement: Boosting engagement with current students to maximize the impact.
  4. Graduate Engagement: Enhancing connections with alumni to maintain their involvement.
  5. Program Structure: Designing an ideal program structure to increase the number of successful start-ups.
  6. Diversity and Inclusion: Addressing challenges in connecting with underrepresented groups, such as Bangladeshi females.
  7. Research Commercialization and Entrepreneurship: Bridging the gap between researchers and entrepreneurial students.
  8. Intellectual Property Trust: Building trust regarding idea ownership and IP management.
  9. Attracting International Students: Developing strategies to attract international students post the withdrawal of the Start-up Visa.
  10. Competitive Positioning: Competing with external enterprise support providers that use advanced engagement platforms.

Our Approach

To tackle these challenges, our team engaged in a series of comprehensive service design activities:

  1. Research Wall: Created a visual representation of our research findings to identify key insights and areas of focus.
  2. Mapping Exercise: Mapped out the current service offerings and user journeys to pinpoint pain points and opportunities for improvement.
  3. Workshop Interviews: Conducted in-depth interviews with Jacqueline Steinmetz and other key stakeholders to gather detailed qualitative data.
  4. User Personas: Developed detailed personas to represent the diverse user base of QMUL’s Enterprise programs.
  5. User Journey Mapping: Charted the end-to-end experience of users to identify critical touchpoints and areas for enhancement.
  6. Wireframing Solutions: Created low-fidelity wireframes of proposed solutions to visualize potential improvements.
  7. Final Presentation: Presented our findings and proposed solutions to the Enterprise team, incorporating feedback to refine our recommendations.

Project Outcomes

Enhanced Understanding: Gained deep insights into the needs and challenges of QMUL’s entrepreneurial community.
Strategic Solutions: Proposed actionable strategies to enhance program scalability, engagement, and inclusivity.
Visual Prototypes: Delivered wireframes and journey maps to illustrate potential service improvements.

Screenshots and Visuals

Here are some key visual steps from the project:

QMUL System Map

Competitor Review

Research Notes

Research Goals

Research Insights

Research Problems

Student Persona

Journey Map

Student Journey

Staff Journey

Wireframing

Presentation

Conclusion

The Service Design course at ExperienceHaus was a transformative experience, allowing me to apply my skills in a practical setting and contribute to meaningful improvements at Queen Mary University of London. This project not only enhanced my service design capabilities but also demonstrated the impact of thoughtful, user-centred design in the education sector.

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