Service design improves the experiences of both the user and employee by designing, aligning, and optimizing an organization’s operations to better support customer journeys. (Nielsen Norman Group)

Services include:

  • Holistic (staff and student perspectives) business process analysis and service design assistance
  • Work with all UL Operations and Planning staff to ensure fully coordinated efforts and services
  • Online service delivery development, implementation and sustainment support
  • Divisional project management support
  • Manage all UL level planning and operational responsibilities, tasks and functions supporting the student engagement platform Mason360
  • Provide usability testing support
  • Provide unit training as requested or required

For any of these services, please contact Birgit Debeerst ( or Telli Morris (


Birgit Debeerst
Associate Director


Telli Morris
Assistant Director


You can find a list of upcoming in-person workshops in the UL Operations & Planning Workshop Calendar. Registration may be required.