FROM COMPLIANCE TO CO-DESIGN: TRANSFORMING ACCOMMODATION SERVICES AT A CANADIAN COLLEGE THROUGH A PEOPLE-CENTRED SERVICE DESIGN AND CHANGE MANAGEMENT APPROACH.
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| Title: | FROM COMPLIANCE TO CO-DESIGN: TRANSFORMING ACCOMMODATION SERVICES AT A CANADIAN COLLEGE THROUGH A PEOPLE-CENTRED SERVICE DESIGN AND CHANGE MANAGEMENT APPROACH. |
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| Authors: | CROWE, STERLING1, GHONEIM, ANNA1 |
| Source: | Canadian Journal of Higher Education. 2025, Vol. 55 Issue 4, p148-166. 19p. |
| Subject Terms: | *Higher education, *Data analysis, Service design, Change management, Systems theory |
| Abstract (English): | This study explores the transformation of academic accommodation services at a Canadian post-secondary institution through the integration of service design, systems thinking, and critical disability theory in the people-centred systems change (PCSC) framework. Using a mixed-methods approach combining interviews, operational data, and co-design sprints the research examined how outdated, compliance-driven models can evolve into valuesbased, learner-centred systems. Key interventions included a tiered intake process, selfdirected renewal options, and faculty development modules, resulting in reduced wait times, increased user satisfaction, and improved operational efficiency. Findings highlight how student experience can serve as a leverage point for systemic change and demonstrate that meaningful redesign is possible even within complex institutional environments. This case contributes to growing scholarship on equity-informed service innovation in higher education. [ABSTRACT FROM AUTHOR] |
| Abstract (French): | Cette étude explore la transformation des services d'accommodements universitaires dans un établissement postsecondaire canadien par l'intégration de la conception de services, de la pensée systémique et de la théorie critique du handicap dans le cadre du changement systémique centré sur les personnes. À l'aide d'une approche mixte combinant des entretiens, des données opérationnelles et des sprints de coconception, cette recherche examine comment des modèles basés sur des principes de conformité dépassés peuvent évoluer vers des systèmes centrés sur l'apprenant et guidés par des principes d'équité et d'inclusion. Les principales interventions comprenaient un processus d'admission à plusieurs niveaux, des options de renouvellement autodirigé et des modules de perfectionnement pour le corps enseignant, entraînant une réduction des délais d'attente, une satisfaction accrue des utilisateurs et une meilleure efficacité opérationnelle. Les résultats mettent en évidence la façon dont l'expérience des étudiants peut jouer un rôle de levier dans le changement systémique et démontrent qu'une transformation en profondeur est possible, y compris dans des environnements institutionnels complexes. Ce cas contribue à l'enrichissement des connaissances relatives à l'innovation dans les services fondée sur l'équité dans l'enseignement supérieur. [ABSTRACT FROM AUTHOR] |
| Copyright of Canadian Journal of Higher Education is the property of Canadian Society for the Study of Higher Education and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.) | |
| Database: | Education Research Complete |
| FullText | Links: – Type: pdflink Text: Availability: 0 |
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| Header | DbId: ehh DbLabel: Education Research Complete An: 190999553 AccessLevel: 6 PubType: Academic Journal PubTypeId: academicJournal PreciseRelevancyScore: 0 |
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| Items | – Name: Title Label: Title Group: Ti Data: FROM COMPLIANCE TO CO-DESIGN: TRANSFORMING ACCOMMODATION SERVICES AT A CANADIAN COLLEGE THROUGH A PEOPLE-CENTRED SERVICE DESIGN AND CHANGE MANAGEMENT APPROACH. – Name: Author Label: Authors Group: Au Data: <searchLink fieldCode="AR" term="%22CROWE%2C+STERLING%22">CROWE, STERLING</searchLink><relatesTo>1</relatesTo><br /><searchLink fieldCode="AR" term="%22GHONEIM%2C+ANNA%22">GHONEIM, ANNA</searchLink><relatesTo>1</relatesTo> – Name: TitleSource Label: Source Group: Src Data: <searchLink fieldCode="JN" term="%22Canadian+Journal+of+Higher+Education%22">Canadian Journal of Higher Education</searchLink>. 2025, Vol. 55 Issue 4, p148-166. 19p. – Name: Subject Label: Subject Terms Group: Su Data: *<searchLink fieldCode="DE" term="%22Higher+education%22">Higher education</searchLink><br />*<searchLink fieldCode="DE" term="%22Data+analysis%22">Data analysis</searchLink><br /><searchLink fieldCode="DE" term="%22Service+design%22">Service design</searchLink><br /><searchLink fieldCode="DE" term="%22Change+management%22">Change management</searchLink><br /><searchLink fieldCode="DE" term="%22Systems+theory%22">Systems theory</searchLink> – Name: Abstract Label: Abstract (English) Group: Ab Data: This study explores the transformation of academic accommodation services at a Canadian post-secondary institution through the integration of service design, systems thinking, and critical disability theory in the people-centred systems change (PCSC) framework. Using a mixed-methods approach combining interviews, operational data, and co-design sprints the research examined how outdated, compliance-driven models can evolve into valuesbased, learner-centred systems. Key interventions included a tiered intake process, selfdirected renewal options, and faculty development modules, resulting in reduced wait times, increased user satisfaction, and improved operational efficiency. Findings highlight how student experience can serve as a leverage point for systemic change and demonstrate that meaningful redesign is possible even within complex institutional environments. This case contributes to growing scholarship on equity-informed service innovation in higher education. [ABSTRACT FROM AUTHOR] – Name: Abstract Label: Abstract (French) Group: Ab Data: Cette étude explore la transformation des services d'accommodements universitaires dans un établissement postsecondaire canadien par l'intégration de la conception de services, de la pensée systémique et de la théorie critique du handicap dans le cadre du changement systémique centré sur les personnes. À l'aide d'une approche mixte combinant des entretiens, des données opérationnelles et des sprints de coconception, cette recherche examine comment des modèles basés sur des principes de conformité dépassés peuvent évoluer vers des systèmes centrés sur l'apprenant et guidés par des principes d'équité et d'inclusion. Les principales interventions comprenaient un processus d'admission à plusieurs niveaux, des options de renouvellement autodirigé et des modules de perfectionnement pour le corps enseignant, entraînant une réduction des délais d'attente, une satisfaction accrue des utilisateurs et une meilleure efficacité opérationnelle. Les résultats mettent en évidence la façon dont l'expérience des étudiants peut jouer un rôle de levier dans le changement systémique et démontrent qu'une transformation en profondeur est possible, y compris dans des environnements institutionnels complexes. Ce cas contribue à l'enrichissement des connaissances relatives à l'innovation dans les services fondée sur l'équité dans l'enseignement supérieur. [ABSTRACT FROM AUTHOR] – Name: AbstractSuppliedCopyright Label: Group: Ab Data: <i>Copyright of Canadian Journal of Higher Education is the property of Canadian Society for the Study of Higher Education and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.) |
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| RecordInfo | BibRecord: BibEntity: Languages: – Code: eng Text: English PhysicalDescription: Pagination: PageCount: 19 StartPage: 148 Subjects: – SubjectFull: Higher education Type: general – SubjectFull: Data analysis Type: general – SubjectFull: Service design Type: general – SubjectFull: Change management Type: general – SubjectFull: Systems theory Type: general Titles: – TitleFull: FROM COMPLIANCE TO CO-DESIGN: TRANSFORMING ACCOMMODATION SERVICES AT A CANADIAN COLLEGE THROUGH A PEOPLE-CENTRED SERVICE DESIGN AND CHANGE MANAGEMENT APPROACH. Type: main BibRelationships: HasContributorRelationships: – PersonEntity: Name: NameFull: CROWE, STERLING – PersonEntity: Name: NameFull: GHONEIM, ANNA IsPartOfRelationships: – BibEntity: Dates: – D: 01 M: 10 Text: 2025 Type: published Y: 2025 Identifiers: – Type: issn-print Value: 03161218 Numbering: – Type: volume Value: 55 – Type: issue Value: 4 Titles: – TitleFull: Canadian Journal of Higher Education Type: main |
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