Experience Design Works

Pain: Typical satisfaction surveys only measure attitudes toward issues that are presumed to be the problem. However, these methods often fail to address issues below the surface, nor do they lead to actionable solutions that address root causes. The EAD uncovers previously unknown needs and pain points using a mix of behavioral, ethnographic, qualitative and quantitative research.

Discussion: Institutional units are too often isolated from each other and services essential to fulfilling the school's mission—developing hostile relationships with each other that reduce institutional effectiveness. To improve experiences for all parties, these silos must be bridged and solutions arrived at by engaging in inclusive processes. The EAD employs innovative methods that encourage solution development in an open, honest and effective manner.

The Fixing Of What Seems Unfixable: A deeper understanding of an institution’s problems and engagement with stakeholders are important but not sufficient to achieve strategic goals. Organizations may be so overwhelmed by the range of problems and potential solutions uncovered that they are unable to react effectively and quickly. The EAD guides the prioritization, refinement and implementation of solutions that deliver an incredible student and faculty experience.