Executive summary
A research pack for higher education that documents the demand, cost, benefit, alternative, and uncertainty assumptions behind student support redesign investments, graded by evidence and frozen before the business case is built.
What is inside
What the research pack covers
The asset walks a university analysis team from raw queue, ticketing, appointment, and payroll data to a frozen assumption book: a demand baseline by channel and term week, a journey view of cross-office handoffs, a reconciled picture of what a service case costs, a register that labels every number as an observation, estimate, or hypothesis, and a short research program aimed at the assumptions that would change the decision.
- Scope: the demand, cost, benefit, alternative, and uncertainty evidence behind student support redesign decisions
- A service demand baseline built from the institution's own queue, ticket, phone, and appointment systems
- A student journey view that shows where cases bounce between offices
- The service cost evidence base, reconciled to the institution's ledger
- A structured register that separates what was measured from what is estimated or hoped
- Evidence grading, sensitivity screening, and the research questions that close the biggest gaps
- A freeze gate that hands a tested assumption book to the options appraisal
- Worked example, failure case, and a community practice exercise