31 May - 01 June, 2017 | Bayview Eden, Melbourne, VIC

Michelle Gillespie

Director Student Administration and Library Services
Swinburne University of Technology


9:50 AM JOINT PLENARY PANEL DISCUSSION : Student Centric Design: Requirements for Creating a Support Platform for Boosting Student Experience in order to Engage and Retain

The increasing level of student diversity, the increasing costs of delivering HE, the reduction in government/ state funding and resource constraints means delivering an excellent quality student experience has never been more challenging. The HE market has become increasingly competitive and students have become more demanding and better informed about what support services they expect to receive whilst studying at university. As a result, institutions need to provide an excellent quality student experience to increase attraction and retention. This panel discussion will bring together support service experts as well as
  • Understanding student expectations, needs and requirements in order to establish effective support services
  • Personalizing learning and teaching experience as well as student services
  • How can you create a true end-to-end solution, that has the ability to be scaled across the institute, and has the required balance for increased engagement, satisfaction and student centric service delivery

12:10 PM CASE STUDY : Human Centered Design for Simplifying Complex Admissions & Enrollments Processes at Swinburne

Michelle Gillespie has been re-imagining the best way to serve students, which involved redesigning the student administration function at Swinburne keeping the student at the center. The transformation brought all student enquiries through a single channel, rather than via faculties, giving students consistent and accurate advice at one convenient place. In this session Michelle will look in to her journey during the past twelve months.
  • Differentiate the responsibilities and activities between what is to be managed at the centre and at the faculties
  • Increased efficiency and effectiveness in its delivery of administrative support to students
  • Improving overall student experience


Check out the incredible speaker line-up to see who will be joining Michelle.

Download The Latest Agenda