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Service Design in Student Affairs: Blueprinting the Student Experience


Service blueprinting is a service design technique commonly used by for-profit organizations to illustrate and enhance customer experiences. This article describes an extensive service blueprinting initiative conducted at a large public research institution in the U.S. using a case study methodology. The case included the creation of 114 service blueprints by staff members across 29 departments to enhance non-academic student experiences. Data sources included interviews, observations, archival data, and artifacts. The researcher details the methods and benefits of service blueprinting as they apply to services in a higher education context. In addition to describing the case and the short-term and longer-term consequences of the large-scale blueprinting initiative, the article includes a series of recommendations for university administrators seeking to improve student satisfaction and student-centeredness.

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• The authors did not receive support from any organization for the submitted work.

• No funding was received to assist with the preparation of this manuscript.

• No funding was received for conducting this study.

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Correspondence to J. Will Roberts.

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Approval was obtained from the Institutional Review Board of Creighton University. The procedures used in this study adhere to the tenets of the Declaration of Helsinki.

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Roberts, .W. Service Design in Student Affairs: Blueprinting the Student Experience. Innov High Educ 47, 367–387 (2022).

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  • Service design
  • Service blueprinting
  • Higher education
  • Case study
  • Student affairs