From Compliance to Co-Design: Transforming Accommodation Services ata Canadian College - People-Centred Service Design and Change Management Approach

Oct 15, 2026

This study explores transforming academic accommodation services at a Canadian post-secondary institution by integrating service design, systems thinking, and critical disability theory within the people-centred systems change (PCSC) framework. A mixed-methods design using interviews, operational data, and co-design sprints examines how outdated, compliance-driven models can shift to values-based, learner-centred systems. Interventions such as tiered intake, self-directed renewal, and faculty development improve wait times, user satisfaction, and operational efficiency, demonstrating how student experience can drive systemic equity-informed innovation.

LanguageEnglish

CategoryResearch & Report

FormatPDF

Pages19

Reading Time48 min

AccessFree to download

Introduction

Problem

Purpose

Literature Review

Post-secondary accessibility trends and gaps

From Compliance to Co-Design: Transforming Accommodation Services ata Canadian College Through a People-Centred Service Design and Change Management Approach Sterling Crowe Humber Polytechnic Anna Ghoneim Humber Polytechnic Abstract This study explores the transformation of academic accommodation services at a Canadian post-secondary institution through the integration of service design, systems thinking, and critical disability theory in the people-centred systems change (PCSC) framework. Using a mixed-methods approach combining interviews, operational data, and co-design sprints the research examined how outdated, compliance-driven models can evolve into valuesbased, learner-centred systems. Key interventions included a tiered intake process, selfdirected renewal options, and faculty development modules, resulting in reduced wait times, increased user satisfaction, and improved operational efficiency. Findings highlight how student experience can serve as a leverage point for systemic change and demonstrate that meaningful redesign is possible even within complex institutional environments. This case contributes to growing scholarship on equity-informed service innovation in higher education. Keywords: accessibility services, service design, systems thinking, post-secondary education, student affairs Résumé Cette étude explore la transformation des services d’accommodements universitaires dansun établissement postsecondaire canadien par l’intégration de la conception de services, de la pensée systémique et de la théorie critique du handicap dans le cadre du changement systémique centré surles personnes. À l’aided’une approche mixtecombinant des entretiens, des données opérationnelles et des sprints de coconception, cette recherche examine comment des modèles basés sur des principes de conformité dépassés peuvent évoluer vers des systèmescentréssur l’apprenant et guidés par des principesd’équité etd’inclusion. Les principales interventions comprenaient un processus d’admission à plusieurs niveaux, des options de renouvellement autodirigé et des modules de perfectionnement pour le corps enseignant, entraînant une réduction des délais d’attente, une satisfaction accruedes utilisateurs et une meilleure efficacité opérationnelle. Les résultats mettent en évidencela façon dont l’expérience des étudiants peut jouer un rôle de levier dans le changement Canadian Journal of Higher Education | Revue canadienne d’enseignement supérieur 55:4 (2025) systémique et démontrent qu’une transformation en profondeur est possible, y compris dans des environnements institutionnels complexes. Ce cas contribue à l’enrichissementdes connaissances relatives à l’innovation dans les services fondée sur l’équité dans l’enseignement supérieur. Mots clés : Services d’accessibilité, conception de services, pensée systémique, enseignement postsecondaire, affaires étudiantes. INTRODUCTION The transformation of post-secondary education over the past two decades has brought unprecedented diversity to our campuses, making academic accommodation services critical to both student success and institutional resilience (Colleges Ontario, 2017; Eisenberg et al. , 2016; Mamiseishvili & Koch, 2010; Parekh et al. , 2024; Stanton et al. , 2016; Tobin & Behling, 2018) . While rising accommodation requests signal progress in reducing stigma and enhancing disability awareness (Case et al. , 2024; Lanthier et al. , 2023; Madaus et al. , 2024; Schoper & French, 2021), this surge has exposed fundamental inadequacies in conventional service models. Current systems remain trapped within medicalized, compliance-driven frameworks that privilege documentation over dignity and procedural efficiency over educational equity (Davis, 2013; Dolmage, 2017; Fovet, 2019; Kurth & Mellard, 2006; Minich, 2016; National Educational Association of Disabled Students, 2018) . PROBLEM These reactive approaches fail to address students’ intersecting academic, social, finan

FAQs

What framework guides the transformation of accommodation services in the study?

The people-centred systems change (PCSC) framework guides the transformation by linking service design, systems thinking, and critical disability theory to service delivery change.

What approach and data sources are used to examine the change?

The study uses a mixed-methods approach combining interviews, operational data, and co-design sprints to evaluate how service models evolve.

Which interventions are highlighted as part of the service transformation?

The case highlights a tiered intake process, self-directed renewal options, and faculty development modules as key interventions.

Oct 15, 2026

Uploaded by Rainbow Cat