Number of Attendees
40
Where will the conversation continue?
Connect with the team using the modes that appear in the notes!
I'm Karen Bettucchi and I'm excited to be part of the CIO Council-sponsored Improving the Student Technology Support Experience Initiative.
We are excited to kick off the "First Step Project" soon - a site where students can find support for their technology questions.
Do you want to hear directly from students? Do you have ideas of how to improve the student technology support experience?
If so, attend our session to hear first-hand accounts of student experiences with technology, learn how the First Step Project
will help, and share your ideas with us. Look out for a sneak preview in our lightning talk tomorrow, and we look forward to working together to improve student experiences with technology at Stanford!
We are excited to kick off the "First Step Project" soon - a site where students can find support for their technology questions.
Do you want to hear directly from students? Do you have ideas of how to improve the student technology support experience?
If so, attend our session to hear first-hand accounts of student experiences with technology, learn how the First Step Project
will help, and share your ideas with us. Look out for a sneak preview in our lightning talk tomorrow, and we look forward to working together to improve student experiences with technology at Stanford!
Notes
Karen Bettucchi, Tara Robenalt, Beth McCullough
Improving the Student Technology Support Experience
Email
stutechexp@stanford.edu
Mailing List
student-support-coalition@lists.stanford.edu
Slack
#improving-student-experience
Videos
Lightning Talk
Extended Student Interviews
NOTES
- Surprised that students
- go to Axess as a tech resource
- Surprised that students did not mention/complain about
- Course enrollment
- 'Omnipresent' comment
- Need to cater to different approaches to information processing/consumption
- Disparity in technology understanding
IDEAS FOR SITE
- Instances of what works well? Or 'this would be nice'?
- Make it easier to figure out which ServiceNow form to fill out
- Where are they looking for information? Where should we put this information?
- Having tutorials
- AI chatbot
- Need to better understand how people look for and find things; machines are good at this - could be a good approach given the amount of information
- Narrow focus to core essentials and do them very well
- Columbia: Go Ask Alice - source for some answers
- Using ticket data to inform decisions about high-frequency issues
- Information helpful for filtering
- Timing of information needs
- Paying attention to 'onboarding' experiences that could be improved to avoid later issues
- Outreach: new student orientation
- Axess is the closest thing to a student intranet
- Safe and free app for wifi signal locator?
- Partnerships with cell providers
- IT brown bags
- Wifi map overlay: add to Stanford Mobile?
- Gamify!
- Students receiving info from multiple agencies (eg VPGE sends tech info to new grads)
- Engaging SSOs
- R&DE
- QR codes
- digital signage
- text to 'IT4ME'
