RMIT
RMIT
Connecting student, staff and partner experiences
Service design, research and team leadership
I led two design teams piloting a more connected approach to university customer journeys, with a focus on industry and global placements.
Role
Strategic Design Lead
Organisation
RMIT
Location
Melbourne
Focus
Service design, research and team leadership
“This work gave RMIT a strategic blueprint for scaling placements, aligning disciplines, driving clarity, and delivering value across students, staff, and partners.
–Project reflection journal
The challenge
Industry and global placements involve students, university staff and external partners. The experience needed to align across different disciplines and ways of working while identifying opportunities for greater uptake and engagement.
“Service design gave us the tools to connect the dots, break down silos, and build a model that could truly scale and give us clarity.
–Stakeholder feedback
My contribution
I led research and co-design, mapped current and future service journeys, and helped teams understand the responsibilities and handoffs behind the experience.
Working with stakeholders across the university, we translated insights into service improvements, priorities and implementation guidance, supported by stakeholder input.
–Team war room
What the work enabled
Shared visibility of the end-to-end placement experience and a practical foundation for improving and extending the approach across the university for students, staff and partners.
–Student study space
–Design artefacts work-in-progress
–Workshop prep
How might we increase the number of students undertaking a global experience?
–Project brief
“Lucy brought clarity and structure to a complex challenge. Her ability to align diverse stakeholders, lead with empathy, and translate insights into action made this project a success from day one.
–Team feedback
