Research had shown us that University of Edinburgh students were frustrated by inconsistencies between different courses in their virtual learning environment. So we embarked on a programme of user research with students. However, for most of our findings about students, we found that something about staff was driving that experience. By adopting a service design approach, we have built a stronger understanding of this complex ecosystem of interactions, leaving us better placed to improve student experience.
For more detailed blog posts see https://edin.ac/uxlf
Presented at UCD Gathering virtual conference.