Stars and Squares: Mapping the Strengths and Challenges of Disability Service Provision in International Higher Education

Professionals from 13 universities representing eight countries participated in a journey mapping activity that requested participants map a student with a disability’s journey at their institution from initial interaction to progress toward graduation. Following the activity, participants reflected on their visual representation of the perceived student journey through questions provided in a reflection document. These documents were analyzed to identify strengths and challenges in disability service office practices. Strengths include student-centered services delivered utilizing clear accommodation processes informed by a caring culture within a supportive institution. Challenges within the disability service office include disability service staff capacity and unclear policies, and challenges across the institution include both a lack of resources and inclusive policies. The knowledge and resistance toward inclusion by professors and professional staff is a foundational challenge in supporting the student population. Implications for practice, policy and research are identified with the goal of expanding global efforts to improve access and success in higher education for students with disabilities.