The aim of this project is to improve student experience by providing:
- A consolidated, physical, first-line help service for students which can deal with enquiries (questions, problems and requests) relating to: Library, IT, TEL, Registry, Student Services
- The above as a virtual service to students that can be delivered via multiple channels e.g. Online (web) self-service, Online (web) chatbot, Mobile device, Self-service device(s)
- A redesigned front area of the ground floor of the Main Library on main campus to provide a welcoming, visually appealing, centrally located service point and additional spaces to support student learning A single digital knowledge base which will:
- enable all staff working in the consolidated first-line help service for students deal with at least 80% of basic student enquiries (questions, problems and requests) relating to each of the included areas
- facilitate increased self-service for students enabling them to get the answer they need anytime anywhere.
During December 2020 to January 2021 an initial refurbishment of the front area of the ground floor of the Main Library on main campus was completed to:
- Relocate the reception desk to a more centralised location
- Improve lighting and ceiling tiles
- Lay new carpet
- Paint and/or clad walls & pillars
- Remove the glass partitions from the entrance way to create more space and better flow
View of the Student Hub phase 1 looking towards the reception desk
View of the Student Hub phase 1 showing tables and chairs
View of the Student Hub phase 1 showing sofas and copiers/printers
View of the Student Hub phase 1 showing student PCs
View of the Student Hub phase 1 from behind the reception desk
On Friday 30th April a chatbot, aptly called "Simmy", was implemented which will provide a virtual, 24*7 first-line help service for students to help them find the information and answers they need more easily.
Initially, Simmy is only able to handle frequently asked questions from the following areas: IT, Library, Registry (Student Degree Administration), Moodle, Careers, Accommodation, Counselling, and Fees. However, any questions which Simmy is unable to answer will be logged and this information will be reviewed and used to expand their knowledge over time.
The ChatBot will be further enhanced during Summer 2021.
During Phase 2 (January - August 2021) further updates to the front area of the ground floor of the Main Library on main campus were carried out to further improve the look and feel of the area using colour, texture, lighting and an assortment of new furniture.
View of the completed Student Hub looking towards the MFD, PCs & entrance
View of the completed Student Hub looking towards the booths
View of the completed Student Hub looking towards the sofas & booths
View of the completed Student Hub looking towards the sofas
View of the completed Student Hub looking towards the red carpet entrance-way
View of the completed Student Hub looking towards the chairs & table
View of the completed Student Hub looking towards the sofas by the lift/entrance
A new consolidated, physical, first-line help service for students began operating on 1st September via which staff will be able to deal with enquiries (questions, problems and requests) relating to: Library, IT, TEL, Registry, Student Services, Careers & Fees.
The Student Hub staff are supported by a KnowledgeBase which enables them to access the questions and answers needed to answer those basic student queries.