The Use of Service Blueprinting as a Method of Improving Non-Academic College Student Experiences
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Roberts, J. Will
Service blueprinting offers a method for analyzing and improving service experiences. This service design technique is commonly used in many service industries, but research exploring its application within a higher education context is very limited. The purpose of this case study was to describe the use and effects of extensive service blueprinting of non-academic student experiences in one university in the United States. The aim of the study was to develop recommendations for higher education leaders to map nonacademic student experiences through service blueprinting. Using a qualitative case study approach, the researcher collected data from a variety of sources (e.g., interviews, observations, archival data, artifacts) to study a service blueprinting project conducted at a large public research university. In addition to describing how service blueprinting was employed at the institution, the case study explored the effects of the serve blueprinting project. These effects clustered around six categories: organizational outputs, employee outputs, change implementation, changes to organizational culture, effects on student perceptions and institutional outcomes, and perceived underachievement of the project. A series of evidence-based recommendations provide student affairs leaders with guidance on applying service blueprinting to non-academic college student experiences.|Keywords: Service design, service blueprinting, higher education
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