Service design to envision a future to secure investment from the board

The Unite Students team had completed a brand positioning exercise; next, they needed to understand how to translate the refreshed brand into a value proposition and service strategy. The Engine Service Design Team worked with them to define a vision for service and a singular view of the target customer journey (student journey), around which they could plan and mobile colleagues and partners. Critically, we were able to create a compelling case to secure board-level buy-in and commitment to implementation.

Student Ambassadors and virtual tours for a unique customer experience

To help young people looking for student accommodation get a sense of what Unite Students accommodation has to offer, we created the new role of Student Ambassador; recognising that the best salespeople are the students themselves. Engine developed the role, created and delivered the training to a pilot group of Ambassadors at the Bristol campus before being rolled out. To make the experience accessible to students overseas thinking of studying in the UK, we also piloted several new digital products, including a Virtual Tour platform, allowing prospective student tenants to ask questions and book video tours with Ambassadors around the facilities.

‘Through the three years, Engine helped us engage with senior stakeholders and build momentum to deliver the experience and helped us build our own internal service design capacity, which eventually took over their role.’

DIRECTOR OF CUSTOMER EXPERIENCE, UNITE STUDENTS

Developing a unique service style for the front-line

Those employed in Unite’s properties are there to look after the building, but more importantly, the students, with many living away from home for the first time or having travelled from overseas.

Delivering a consistently excellent service, with evolving roles and across a diverse range of properties, required the elevation of staff from building caretakers to student advocates; this needed a clear framework, communications, training and on-going support and coaching from leaders. The Engine Service Design Team developed ‘Service Style’ and comprehensive training for campus staff, which included a clear description of how to deliver a game-changing Unite Student experience and, importantly, how to spot students who may require support.