How Cardiff University Reimagined Student Support — and Transformed the Campus Experience
Summary
Client: Cardiff University
Focus: Service design for non-academic student support
Solution: End-to-end service design integrated into the new Centre for Student Life
Results: Increased student wellbeing, satisfaction scores, and space utilisation — contributing to a rise in applications and student recommendations
The Challenge: Fragmented Support, Rising Expectations
Cardiff University wanted to radically improve how students accessed support services — from wellbeing and advice to social connection and life skills. While services existed, they were physically dispersed and digitally inconsistent. Student expectations had evolved, and so had the competitive landscape.
“We had world-class academic programmes, but we needed our student support to match — seamless, accessible, and genuinely student-centred.”
— Ben Lewis, Director of Student Experience, Cardiff University
With the launch of the new Centre for Student Life on the horizon, Cardiff saw a unique opportunity: to reimagine the entire student experience outside the lecture hall.
The Solution: Designing a Seamless, Human-Centred Experience
Partnering with a specialist experience design agency, Cardiff embarked on a major transformation, delivering a fully integrated service design package for the Centre for Student Life. This included:
Service Mapping & Experience Design
We mapped the complete journey across student services — from mental health and careers to social inclusion and practical support — identifying pain points and opportunities to connect services more meaningfully.Digital & Physical Integration
Services were restructured and embedded into both digital platforms and physical spaces. The design of the Centre itself was shaped by insight into how students wanted to engage: informal, flexible, welcoming.Student-Led Co-Creation
Students were involved at every stage, from insight gathering to prototype testing. This wasn’t just consultation — it was true co-creation, ensuring relevance and uptake.
The Impact: A Holistic Shift in the Student Experience
Six months post-launch, the results spoke volumes:
📈 Student wellbeing scores: Up significantly year-on-year
🎓 Student satisfaction: Major improvement in NSS results, especially on questions related to support and belonging
🏢 Use of campus spaces: Increase in students using the Centre for work, study, socialising, and wellbeing support
🗣️ Word-of-mouth advocacy: More students recommending Cardiff for its student support experience
📥 Student applications: Growth attributed in part to reputation for support and wellbeing
“We didn’t just build a building — we rebuilt the student journey. The Centre for Student Life is now a model for how universities can connect with their students on every level.”
— Head of Student Support Services, Cardiff University
Why It Worked
Service-first design: We put the student need — not the organisational chart — at the heart of service delivery
Digital/physical blend: The experience works wherever students are: online, on campus, or on the go
Space with purpose: Every square metre of the new Centre was designed around use, not just aesthetics
Culture shift: Staff training and process changes ensured new ways of working landed effectively
