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Improving Student Services in Higher Education: Insights from the University of North Carolina at Chapel Hill

Written by Explorance. January 30, 2025

Student services are often treated like an afterthought, a collection of services cobbled together loosely based on known shortcomings. The University of North Carolina at Chapel Hill (UNC-Chapel Hill) takes an entirely different approach with this department, utilizing it as a pivotal tool in enhancing academic success and satisfaction.

A significant reason for this shift in perception is Lisa Johnson, the department leader. As the Registrar and Student Services Manager at UNC-Chapel Hill, she is responsible for making the administration of all student services smooth and intuitive.

When executed correctly, this administrative department can have a fantastic positive impact on the students experience, from their campus life to academic success. This blog, based on an interview with Lisa, explains her journey and innovative methods that can inspire you to meet the ever-evolving student needs.

Who is Lisa Johnson?

Lisa has had a long career in higher education, eventually settling into her role as Registrar and Student Services Manager at UNC-Chapel Hill. As part of the School of Education, she has aimed to rejuvenate her department and make it an indispensable student resource.

Student services have various responsibilities, from registration and course scheduling to overseeing course evaluations. By spearheading a new data-backed approach, Lisa has brought several new initiatives that are earnestly tailored to the needs of students.

The Role of a Registrar and Student Services Manager

While operational efficiency is crucial for this role, Lisa insisted on injecting a personal touch to make students feel at ease during a stressful time. Higher education is often the first experience of adulthood for students, and she aims to make that transition easier.

Course evaluations are one of the primary responsibilities of the Office of Student Services at UNC-Chapel Hill. As the resident Exploration champion, she constantly refines the survey process and finds new ways to gather student feedback.

Beyond the evaluation process, Lisa analyzes the resulting data to distill it into actionable insights, simplifying the administrative processes at UNC-Chapel Hill. These efforts have created opportunities for the organization and removed barriers for thousands of students.

Supporting Hundreds of Students Annually

Hundreds of students rely on the services offered by the Office of Student Services at UNC-Chapel Hill each year. As all students have unique experiences, this department must be flexible enough to provide a tailored solution for everyone.

“It’s all about keeping track of what students need and ensuring we’re providing solutions in a timely manner,” she says.

Rather than operating as a single resource, Lisa recognized the synergistic potential between student services and other departments, such as faculty, IT, and administrative teams. Maintaining this transparent collaboration has allowed students to access better, more comprehensive guidance.

Her links with other departments allow her to gain insights into improving her offerings and streamlining the student feedback process. Every part of a higher education institution must be in sync for big projects like course evaluations.

The Importance of Course Evaluations

At UNC-Chapel Hill, course evaluations are spearheaded by the Office of Student Services. As the department that will ultimately provide most of the solutions implemented through the data gathered in student feedback, it makes sense that they also organize the process.

Lisa explains, “Course evaluations help us understand what’s working and what isn’t. They allow students to voice their opinions on the curriculum, teaching methods, and overall course experience.”

Student feedback is a primary driver of positive change. Course evaluations aren’t geared toward identifying problems per se, but rather toward finding opportunities for improvement, whether it’s tweaking the structure of a syllabus or introducing new teaching tools.

Learn More About Explorance Blue, the Next-Gen Feedback Analytics and Course Evaluation Platform

Overcoming Challenges in Student Services

UNC-Chapel Hill is a diverse school that sees students from all walks of life, and student services must cater to all of them. Without thorough student feedback channels, this would be an impossible task.

“Every student is unique, and their situations can vary widely,” she says. “Our job is to meet them where they are and provide tailored support.”

The UNC-Chapel Hill Office of Student Services has used technology to streamline its systems and maintain high data quality. While getting staff up to speed on new tools can be challenging, the improvements to student services far outweigh the negatives.

Attending Conferences: A Commitment to Growth

Lisa Johnson believes traveling and meeting with her peers is essential to keep a fresh outlook on course evaluations. Exposing herself to different situations and their solutions has allowed her to solve several issues proactively back at UNC-Chapel Hill.

During Explorance Bluenotes, a conference on the importance of leveraging feedback for better academic outcomes, she shares, “I came to this conference to discover ways to improve what we do at the School of Education. It’s about finding new approaches to old challenges and ensuring we’re always moving forward.”

Building a Student-Centered Culture

Lisa sees her role as a way to put the student back at the center of the organization’s decisions. Prioritizing students’ needs and experiences must be deeply ingrained within the culture to improve their journey and make their lives easier.

“We have to be flexible and open to change,” she says. “Students’ needs constantly evolve, and we must evolve with them.”

All students go through their higher education process in different ways. Course evaluations allow UNC-Chapel Hill to streamline all aspects of student life, such as simplifying the registration process or enhancing the accessibility of support services.

Lessons for Higher Education Professionals Like You

Drawing from Lisa Johnson’s experiences, here are key lessons that can inspire and guide you to strive to enhance student services and create a lasting impact in higher education:

Embrace Innovation: As students and their needs evolve, higher education institutions must follow. Share with your peers as often as possible to be exposed to different points of view.
Focus on Feedback: Student feedback should be the main driver behind all decisions made by higher education administrations.
Prioritize Organization: Strong organizational skills are essential for managing large-scale operations like course evaluations. If the process isn’t executed properly, the quality of the collected data could be affected.
Adopt a Student-Centered Mindset: Every decision should be made with the student in mind first. The processes leading them to resources should be intuitive, efficient, and supportive.
Commit to Lifelong Learning: Higher education is going through a transformation, notably in student feedback solutions. Invest as much as possible in professional development to stay ahead of trends and challenges.

As students’ needs change, so must our support methods. By focusing on what truly matters—their success and well-being—you can create a more responsive, supportive, and inspiring environment for every student.

Enhancing Student Success Through Innovative Services

Lisa Johnson’s work powerfully reminds us of the impact student services can have when done right. At UNC-Chapel Hill, she’s gone beyond managing processes to helping create a supportive, innovative environment where students can thrive.

Lisa has shown how small changes can significantly improve students’ lives by listening to their needs, embracing new ideas, and fostering collaboration. Her approach inspires anyone in education to follow suit and focus on what matters most: helping students succeed.