To have a successful digital service, we need to continuously close the loop between what our users need and what we’re actually publishing. Enquiry analysis can help us do that.

We followed a human-centred, collaborative approach to meet the needs of the business and applicants for this summer’s Clearing campaign.

With a little over a week before it ends, the second check-in for this final, extended sprint gave us the chance to demo the new Fees Service contact form and our completed improvements to programme fees tables. The PSWC team also described the status off all site content towards the delivery schedule for go-live and […]

We have had to adjust our plans to accommodate recent disruption and working from home. But we’re back on track with new timelines, and provided updates on student-focused content being delivered, changes to enquiry channelling and improvements to programme fees tables.

This sprint has seen the team deliver on a new site structure for a standalone fees website whilst continuing our ideation, prototyping and testing process to create critical new content to address top student tasks. We’ve also considered how well search is performing for students seeking fees information.

As part of our user research in the discovery phase we interviewed University staff about their experiences of providing services to prospective students. Our goal was to uncover insight relating to staff experiences to see how it fits in with other areas of discovery work we’re doing.

During the early part of December, we ran a series of events to engage with the student recruitment and website management communities. In this post I’ve pulled together slides, video and a write up of what I said.

We’ve been conducting lots of user research interviews recently. We transcribe our interview recordings to more accurately reflect what people said but this comes with an overhead. We’ve been trying automated transcription tools to reduce the effort and speed up our work.