Case Study: The Open University improves student support and staff experience with Equal Experts

The Open University builds user-centred services in 8 months with Equal Experts

The Open University, a global leader in distance learning, faced the challenge of legacy IT systems and a lack of user-focused design, hindering the experience for both students and staff. They engaged Equal Experts to help them become a more service-led, agile organisation and to create a culture enabling user-focused technological change.

Equal Experts implemented a user-centred, product-focused design approach, embedding new skills and establishing multidisciplinary agile teams within the university. This solution included running workshops to create a strategic vision and building an exemplar online student support booking system. The results included more efficient workflows, happier staff, and students receiving better support. After eight months, Equal Experts successfully transitioned the new product, design, and delivery roles to confident OU staff, establishing a lasting foundation for user-centred service design.

The Open University