THE ROYAL MELBOURNE INSTITUTE OF TECHNOLOGY (RMIT)
Improving graduate outcomes and driving growth.
PROBLEM
RMIT aimed to create a scalable, sustainable model to enhance graduate outcomes and drive growth in Industry and Global placements, a key element of its 2020 strategy. As the pilot for RMIT’s customer journeys program, the project used a human-centred design approach to research student, partner, and staff experiences, developing tailored solutions. I led two design squads to deliver the service experience for Industry and Global placements across three customer segments and five key disciplines.
APPROACH
We adopted a human-centred service design approach to understand user needs and deliver tailored, innovative solutions. My role involved guiding and aligning the team and organisation to support the implementation of customer journeys University-wide. Using a Lean research approach, we leveraged existing data and combined qualitative and quantitative methods to explore the problem space and conducted competitor and best-practice analysis to inform our work, holding workshops and interviews across five disciplines to assess the potential for a unified service design approach. Human-centred and strategic design methods guided the process from discovery to delivery, with stakeholder engagement held through weekly share-backs, workshops, and social events.
OUTCOME
We mapped the current state through service blueprints created in stakeholder workshops across five disciplines. To design the future state, we developed blueprints, journeys, and customer frameworks informed by trends, insights, and exemplar research to validate and communicate the new program design. Using a prioritisation matrix, we helped the business prioritise initiatives, creating a phased roadmap, change management impact assessments, a communication strategy, and conceptual architecture for MVP deliverables. Additionally, we collaborated with other teams to implement peripheral projects and evaluate their roles within the context of Service Design customer journeys.
