University of Exeter: Designing Next-Gen Student Hubs

Connected services. Happier students. Smarter operations.

The University of Exeter asked us to help reshape how students engage with support services across its campuses — introducing a new model of Student Hubs that redefines what the student experience can look and feel like outside of the classroom.

A Student-Centric Brief

University life doesn’t start and stop at lectures. Students need access to a wide range of services — wellbeing, academic advice, finance, careers — and they need to find them easily, access them intuitively, and feel supported throughout.

We were brought in to design a model for future-facing, high-impact student hubs that integrate physical and digital experiences.

Our Approach

We started with in-depth qualitative research — working closely with students, staff and academics to map real needs, pain points and priorities. Using persona development, “think-feel-do” mapping, and service design methodology, we created:

• Accurate personas for students, staff and academic stakeholders

• Experience blueprints across physical and digital touchpoints

• Service models aligned to the university’s operational and experience goals

• A clear brief to guide campus rollout and operational integration

Results & Impact

The introduction of the student hubs has had a measurable impact:

• 😊 Improved student wellbeing and satisfaction

• 🎯 Higher engagement with support services

• 📚 Better academic performance and sense of belonging

• 💸 Lower operational overheads through streamlined service delivery

• 🤝 Stronger relationships between students, staff and the institution

“This was a game changer for how we think about the student experience. It’s not just a space — it’s a system that helps students feel seen, supported and successful.”
— University of Exeter Student Experience Lead