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Developing student-centred services

Developing student-centred services: exploring the needs and experiences of students seeking support and information to identify how services can be designed to contribute to student success and a sense of belonging

Jessica Christie & Claire Flegg (Student Information Service) 

Project overview 

This research will engage students to reflect on their needs and expectations when seeking information and support, and to consider how services can be designed or delivered in ways to meet or exceed those needs. This research will provide insights on the contribution services can make to student success and a sense of belonging. 

This work will provide an evidence base to support the Student Information Service, and other teams operating on the front line with students, to develop student-centred high-quality services designed to meet students’ needs. Through our research with students, our intention is to fully understand their needs and expectations in relation to service provision and apply them to the design and improvement of current and future service features with a particular focus on the development of the Student Information Service. 

The research approach  

We will gather in-depth insights and gain an understanding of their experiences and opinions with a focus on, but not limited to, interactions with the Student Information Service. At an institutional level, this research will contribute to the University strategy and values and seeks to support a ‘positive and inclusive’ culture across front-line service delivery. It will support the development of ‘consistent, streamlined processes’ designed to ‘improve every aspect of the student experience from enquiry and application through to graduation and alumni engagement,’ promoting in students ‘a sense of belonging as valued members of our community.’   

We intend to mirror the production of guidance used in Curriculum Redefined in the form of ‘how might we guides’ to distil our research findings and recommendations into service design principles. Based on the same framework of the pedagogical principles for use by service providers across the institution.

If you would like to find out more about the project contact Jessica ( or Claire ( 

Each fellowship has a project sponsor that helps the fellows achieve impact across the institution. The sponsor for this fellowship is Greg Miller. 

Project start date: September 2022