What are your underserved touchpoints?

As you think about the service(s) that your office delivers, have you stopped to consider all the possible touchpoints that exist before and after the actual service delivery?   I recently ordered some touchpoint cards with excitement from Simon Clatworthy at the Oslo School of Architecture and Design as part of the AT-ONE project, and although they have not yet arrived, I’m excited to use them in action to think through our services more fully.

What are some touchpoints that we might underserve?   What is the student experience along the entire service chain?   Website, telephone, waiting room, greeting, service delivery, follow up, or anywhere else in the chain?

In my office, we tend to think a lot about our website, our front desk service, and our actual service delivery.  But, I think we are rather weak on the follow up.  Students receive a post-service survey by email.  But, we could certainly do more to follow up on the actual service — checking in with them about their progress, offering additional guidance, and so forth.

I look forward to doing more work on the touchpoints approach to student affairs, using Simon’s cards as a jumping off point.  I’ll post more after they arrive.

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