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Orchestrating Academic Support for Thousands at ITESO
(Active Project, Completion Early 2024)

Project: ITESO CAXA's Student Support System Enhancement

Client: ITESO

Duration: 2023 - early 2024​

Currently leading an ongoing transformation at ITESO, I am implementing a vital project within the CAXA area. This initiative focus on developing an operational model for academic support. The challenge lies in scaling services to efficiently cater to over 2,000 students with a limited team. The project centers on creating a structured program with well-defined roles, positions, and processes, thereby facilitating the training of new staff and addressing the growing demand for academic guidance sustainably and effectively.

Proposal

The project proposal for ITESO's CAXA area outlines a transformative three-phase journey aimed at enhancing the student experience. The goal is to develop an individual student support model, culminating in a prototype for future implementation. This includes understanding user needs, fulfilling promises, and sharing a purpose, with a focus on co-design, testing, and valuation. The proposal emphasizes the significance of human needs, service requirements, and emotional brand connections, leveraging various design and research methodologies to establish a long-term affective relationship between CAXA and its audience. Regarding the budget, in this first iteration, it was considered that the area had a limited budget and that in the next iterations the real required investment would be considered.

2

Brief Description and Objectives

  • Description: Developing an operational system for ITESO's CAXA, focusing on individual student support.

  • Objectives: Enhance the student support experience, establish effective organizational structures, roles, and processes.

  • Scope: Student support model for +2000 students

  • How Might We: How might we design a system that optimally supports students' individual needs?

3

What I Discovered and Learnt (In progress)

  • Methodologies: Kick Off Canvas, Experience Design Board (EDB), Affective Interactions Model (AIM)

  • Discoveries: Varied needs of students and the impact of tailored support.

  • Learnings: Importance of a holistic approach in educational support systems.

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The End Result (Pending completion)

  • Result: 

  • Summary: 

  • Outcome: 

  • Achievements: 

  • Improvements: 

5

What I Did / Next Time I Would…

  • Role: Led the project, integrating methodologies like Kick Off Canvas, EDB, AIM.

  • Future Approach: 

6

Me and My Journey / New Skills Developed

  • Personal Reflection: 

  • New Skills: 

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Let's work together!

Enhancing people's experiences, one service at a time.

Contact me at monserratmoreno86@gmail.com

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