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Hybrid by design: The modern student services playbook

A practical guide to redesigning student services for the hybrid era. Learn what today’s students expect, how to design services that work in person and online, and how to build one-stops, fix triage, and map the right technology, so every student lands at the right place the first time.

Ebook cover page

For institutions like UB and UT Austin, reporting became a turning point. Leaders could observe peak hours, common service types, bottlenecks, and staff load. They could see how long certain requests took, which desks needed reinforcement, and where processes broke down.

Hybrid by design: The modern student services playbook