Applying Design Thinking:

Abstract

Building relationships with busy administrators, faculty, and staff can be a challenge. Our team of learning technologists have applied design thinking to “learn with our eyes” by visiting individuals at their desks to observe their workarounds and frustration points. These building walkthroughs have yielded positive results, allowing our department to build relationships with individuals across our campuses. Our panel will feature a brief overview of our technology outreach (building walkthroughs) across our multi-campus university. We will include a sample of our timely topics/questions. We plan to engage attendees by asking them about their strategies for reaching administrators, faculty, staff, and students on their campuses and welcoming their questions about our process. Rather than waiting for employees to come to us for assistance, we take support to their desks. This service is a “white glove treatment,” during which we are able to share information about projects and services, as well as answer questions from employees. The learning technologist carries an iPad to practice collaboration software, video call subject matter experts for immediate support, and share documentation from our knowledge centers. The iPad is also handy for scheduling follow-up appointments on the spot. Further, while the learning technologist is conducting the site visits, she has an opportunity to engage with students across each campus to make them aware of the services available to them. The panel will include metrics related to numbers of visits, follow-up meetings, and assessed value.