Who are MTU?

Meet Cork Institute of Technology (now MTU), a prominent player in higher education, where innovation meets academia in a dynamic learning environment.

In this transformative journey, we delved into CIT's digital, service, and organisational change initiatives over eight impactful years.

What was the project?

One of the pioneering projects aimed at revolutionising the student experience was the introduction of Service Design tools to enhance the induction and orientation for new part-time students. The goal was to streamline processes, cut costs, and reduce staff workload.

How did I help?

In the role of Project Lead and service designer, I initiated the project, setting the foundation for Service Design implementation at CIT. A diverse team was assembled, including representatives from Admissions, I.T., and Adult Education. I wrote a compelling proposal to secure funding and support from senior management. As part of the project, I introduced Service Design to stakeholders, conducted workshops, and trained staff and student leaders to deliver the newly designed services.

My approach involved co-designing personas, facilitating Service Blueprinting workshops, and conducting Ideation workshops with 52 staff and students. The project team, under my leadership, co-created and delivered an action plan with short-term and long-term actions, transforming the induction experience for part-time students.

The journey had its challenges, requiring a convincing proposal and navigating internal processes. Yet, the highs included the elimination of paper forms, cost savings, and a 50% reduction in footfall at the Adult Education office. The introduction of in-class inductions, extended service hours, new campus maps, guides, and IT support showcased the impactful transformation.

What was the outcome?

The outcomes were remarkable, with a streamlined onboarding process for part-time students, cost savings of approximately €10,000 per annum, and enhanced services. The elimination of paper forms and the introduction of new resources, from guides to IT support, marked a successful leap into a more efficient and student-centric experience at CIT.