I have been working in the social domain for several years now. In that time I have seen everything that goes wrong there, but above all I see how things can be improved. I am convinced that we can change the social domain. Whether it concerns government, healthcare or education, innovation is needed everywhere in services . Online and offline. But that’s too much for one article. That’s why I start with education. We start with an assignment for the VU and end with the tool we found for this: Service Blueprints. I’ll take you back to 2013. We worked for the Free University in Amsterdam, or the VU. The services for students had to be improved, especially digitally. And that was not easy, as it turned out when we got to work.

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I sketch a true situation and share four challenges and four solutions with you. Case Charlotte is 22 years old and is about to start the last year of her studies at the VU. Problem: She failed two courses. The only opportunity to try again came in the Brazil Phone Number of her internship. That didn’t go together. She tried a lot but got nowhere. Very frustrating, because study delay is imminent. While she always got everything neatly on time. The question: how do we help Charlotte? Challenge 1: There were too many processes We started with the processes of the VU, which were our starting point. In total, the VU had 9 faculties, all of which were set up differently.

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All those faculties had dozens of their own processes. Our conclusion: we have to go through all those processes 9 times. You don’t have to be a math genius to understand that that’s way too much. If you start doing that, you’ll be busy for years to come. Solution 1: we chose one perspective: the user After we concluded that the amount of processes was too large, we stopped the program and started again. Instead of taking each process separately as a starting point, we chose one starting point. One and the same perspective for all faculties and processes. And which perspective do you choose? The answer was easy: the student’s perspective. After all, those were the people we were doing it for. Ultimately, it’s about the user.

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