Beyond the Rhetoric: A framework for evaluating improvements to the student experience

A framework is described to assist institutions in evaluating the extent to which activities described as "quality improvements" or "quality enhancements" are likely to directly improve the student experience. The framework classifies ways of improving the student experience into "coaching improvements", "umpiring improvements", and "facilities improvements", while also considering the location of improvements along a "risk avoidance-quality assurance-quality enhancement" continuum. The utility of this framework is explored through case studies of sector-wide initiatives in Scotland and Australia. If used to stimulate internal discussion, the framework can help institutions to better balance their efforts to improve the student experience.