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Done - Modelo de Service Design para repensar estratégias no ensino superior
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| 1.62 MB | Adobe PDF |
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Abstract(s)
O propósito do presente estudo foi a busca por respostas às dificuldades reais de universidades em aproximar métodos de gestão eficientes às necessidades de seus alunos. Para isso, procurou-se validar a aplicação do Service Design como meio de fomento à colaboração de diferentes atores, dentre eles professores e alunos, visando entender com profundidade contextos, desejos, objetivos e necessidades, tanto destes atores, como da própria organização. O Service Design foi escolhido por permitir o redesenho de experiências aos usuários de um serviço, colocando-os no centro da tomada de decisão, na gestão e na própria arte de criar soluções e ideias, no intuito de projetar estados futuros melhores no relacionamento entre a Universidade e os Alunos. O modelo aplicado consistiu em quatro etapas de execução prática na Faculdade de Odontologia da Universidade de Passo Fundo, no estado do Rio Grande do Sul, no sul do Brasil, e contemplou diferentes etapas, nomeadamente de descoberta, entendimento, ideação e validação. A realização dos trabalhos contou com o envolvimento de mais de 100 alunos e 5 professores de diferentes disciplinas, com o emprego das seguintes ferramentas: MoSCoW para pesquisa qualitativa, pesquisa quantitativa de validação de descobertas, sprint de Service Design com duração de 16 horas, este valendo-se de métodos como Estruturas Libertadoras, OKLCD e Kano Model. Com isto, surgiu uma miríade de caminhos possíveis de melhorias em diversos âmbitos, como novos ativos de aprendizado, canais de ensino e aprendizagem, formas e formatos de avaliação continuada, sempre com a pretensão de serem úteis para impulsionar a atualização de metodologias aplicadas por professores. Durante o processo, a comunicação e os pontos de contato entre os entes administrativos e as pessoas tornaram-se mais humanos, não só nos diferentes estágios da jornada acadêmica, mas também, após a saída dos alunos para o mercado de trabalho. A última etapa do modelo, através de uma pesquisa qualitativa/quantitativa, classificou e priorizou as soluções pensadas e propostas por professores e alunos, de maneira a apontar o melhor caminho de investimento por parte da Instituição de Ensino Superior, desta forma, com melhor aproveitamento na alocação de recursos financeiros, humanos e estruturais, e maior probabilidade de acerto frente aos anseios da comunidade acadêmica.
The purpose of this study was to search for answers to the real difficulties of universities in bringing efficient management methods closer to the needs of their students. With this in mind, an attempt was made to validate the application of Service Design as a means of fostering the collaboration of different actors, including professors and students, in order to deeply understand the contexts, desires, objectives and needs of both these actors and the organization itself. Service Design was chosen because it allows the redesign of experiences for users of a service, placing them at the center of decision-making, management and the art of creating solutions and ideas, in order to project better future states in the relationship between the University and Students. The model applied consisted of four stages of practical implementation at the Dentistry School of the University of Passo Fundo, in the state of Rio Grande do Sul, in southern Brazil, and contemplated different stages, namely discovery, understanding, ideation and validation. The implementation of the works had the involvement of more than 100 students and 5 professors from different disciplines, with the use of the following tools: MoSCoW for qualitative research, quantitative research for the validation of findings, Service Design sprint lasting 16 hours, this one using methods such as Liberating Structures, OKLCD and Kano Model. With this, a myriad of possible paths for improvement has emerged in different spheres, such as new learning assets, teaching and learning channels, forms and formats of continuous evaluation, always with the aim of being useful to boost the updating of methodologies applied by professors . During the process, communication and contact points between administrative entities and people became more human, not only in the different stages of the academic journey, but also after the egress of the students to the job market. The last stage of the model, through a qualitative/quantitative research, classified and prioritized the solutions thought and proposed by professors and students, in order to indicate the best way for the investment by the Higher Education Institution, thus, with better results in the allocation of financial, human and structural resources, and greater probability of success before the yearnings of the academic community.
The purpose of this study was to search for answers to the real difficulties of universities in bringing efficient management methods closer to the needs of their students. With this in mind, an attempt was made to validate the application of Service Design as a means of fostering the collaboration of different actors, including professors and students, in order to deeply understand the contexts, desires, objectives and needs of both these actors and the organization itself. Service Design was chosen because it allows the redesign of experiences for users of a service, placing them at the center of decision-making, management and the art of creating solutions and ideas, in order to project better future states in the relationship between the University and Students. The model applied consisted of four stages of practical implementation at the Dentistry School of the University of Passo Fundo, in the state of Rio Grande do Sul, in southern Brazil, and contemplated different stages, namely discovery, understanding, ideation and validation. The implementation of the works had the involvement of more than 100 students and 5 professors from different disciplines, with the use of the following tools: MoSCoW for qualitative research, quantitative research for the validation of findings, Service Design sprint lasting 16 hours, this one using methods such as Liberating Structures, OKLCD and Kano Model. With this, a myriad of possible paths for improvement has emerged in different spheres, such as new learning assets, teaching and learning channels, forms and formats of continuous evaluation, always with the aim of being useful to boost the updating of methodologies applied by professors . During the process, communication and contact points between administrative entities and people became more human, not only in the different stages of the academic journey, but also after the egress of the students to the job market. The last stage of the model, through a qualitative/quantitative research, classified and prioritized the solutions thought and proposed by professors and students, in order to indicate the best way for the investment by the Higher Education Institution, thus, with better results in the allocation of financial, human and structural resources, and greater probability of success before the yearnings of the academic community.
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Keywords
Design de Serviço Agilidade Inovação Experiência do consumidor Educação Superior