(1668)EXPLORING THE BALANCE BETWEEN AUTOMATION AND HUMANINTERVENTION IN IMPROVING FINAL YEAR UNIVERSITY STUDENTNON-COMPLETION

摘要

This paper examines the research methods used in the 'Pedestal for Progression' project, a projectthat set out to determine why students at Loughborough University fail to complete their final year. Itdemonstrates how methods adopted can be used to enhance student experience and improveretention. Initial research with students found that the difference between student experience in initialand final years can be characterised by concern over the independent study required for thedissertation project and associated worries of managing workloads with competing deadlines.Interviews and workshops with students also identified a wider concern about the quality ofrelationships with technical, administrative and academic staff. In addition, research found that thefinal year can be flooded by concerns over employability. Fundamental to these issues are studentrelationships. Using the methods of Service Design and Data Mining the project designed,implemented and assessed a number of initiatives aimed at alleviating these student concerns. Key tothe theory of Service Design is the management of points of contact with service providers and vital toData Mining is the identification of patterns of behaviour that could predict non-completion. ServiceDesign aims to provide customer focused highly desirable services. Whilst, on the other hand, datamining aims to identify signals that determine those at risk of not completing courses. This paperexamines the use of Service Design and Data Mining in Higher Education from the results of theproject and determined that whilst the methods can be used in a complementary manner, eachderives from different paradigms of knowledge.