Summary: This guide is an introduction to service design and improvement methodology and its application in Higher and Further Education. It introduces a key technique service blueprinting – which has been used successfully at the University of Derby in the Development and Review of Business Interfaces (DERBI) project to improve the transition stage from applicant to registered student, with a specific focus on the university enrolment process. Together with a theoretical introduction to service design, the guide provides illustrative examples (coloured boxes) of how service blueprinting can be applied.

[pdf http://publications.cetis.org.uk/wp-content/uploads/2011/02/Service_Design.pdf]