Designing the Future of Higher Education : Transforming institutions through service design

This article explores how service design can redefine the university experience and presents the case of Universidad Adolfo Ibáñez (UAI) in Chile. Through its Student Experience Office, UAI has implemented a model that anticipates trends and continuously enhances the experience of both students and staff. This initiative blends participatory research, strategic foresight and organisational design to help institutions respond to – and lead in – times of social, technological and cultural transformation.

Authors

Publication Details

Journal
Touchpoint
Published
2025-09-19
DOI
https://doi.org/10.30819/touchpoint.16-3.10
Primary Topic
Service-Learning and Community Engagement
Type
article
Field-Weighted Citation Impact
0.00
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article

Designing the Future of Higher Education : Transforming institutions through service design

Angelo Sebaxtian Vasquez, Katalina Papic
Touchpoint
Service-Learning and Community Engagement
article

Designing the Future of Higher Education : Transforming institutions through service design

Angelo Sebaxtian Vasquez, Katalina Papic
article en

Abstract

This article explores how service design can redefine the university experience and presents the case of Universidad Adolfo Ibáñez (UAI) in Chile. Through its Student Experience Office, UAI has implemented a model that anticipates trends and continuously enhances the experience of both students and staff. This initiative blends participatory research, strategic foresight and organisational design to help institutions respond to – and lead in – times of social, technological and cultural transformation.

TouchpointVol. 16(3)
Openalex Percentile: Top 72%
Service-Learning and Community Engagement
DOISourceOpenAlex
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Designing the Future of Higher Education : Transforming institutions through service design — Angelo Sebaxtian Vasquez, Katalina Papic · Touchpoint (2025) | TGRS Research Map | TGRS