ABSTRACT
Keywords: University of California, Berkeley, Student Information System (SIS) Project, outside in, inside out, scale up, customer journey, user experience
Large-scale and industrial-sized changes provide a rare opportunity for an organisation to signifi cantly transform its business operations through service design; to look holistically and cross-functionally at how end users (students, faculty and staff in this higher education case study) navigate core business services; and to re-imagine service experiences that are user-centred and journey-based. The larger the scale of the business change, the greater the potential to radically transform business processes and improve end-user experiences, which are the key drivers of the University of California, Berkeley’s investment in its Student Information Systems (SIS) project.
