Student Centered Advising & HCD Training

2015 - 2017

 
 
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Challenge

Most college advising models are built to reflect program and university infrastructures, not student needs. Spurred by falling retention rates and cries for better career-preparedness, Portland State University set out to re-think the advising model to put students at the center.

 

Anticipating resistance to moving from department-led advising to centralized advising, our team leaned into HCD approaches to invite stakeholders into co-creation early to ensure sustained support. We led the PSU team through Discovery (user interviews, design research, exploration of alternative models), Synthesis (pattern-matching, identifying insights, guiding principles), Concept (viability analysis, service design blueprints) and Prototyping (testing service models with users). I led the scope of the project, service design modeling, and HCD training.

My Role & Approach

 

- 4 synthesis and insight reports on current state student, advisor, faculty, staff, and decision-maker experience
- 7 facilitated workshops over 10 months at key phases in the Design Thinking process
- Dedicated instruction on HCD methods and mindset for project team
- 1 service delivery model visualization

ARTIFACTS

 

Results

  • PSU won $100,000 from the APLU for Innovative Strategic Student Advising Technologies.

  • Centralized advising department has been created with org chart and new hires in place