ETUG Spring 2026 Workshop: Collaboration, Co-creation, and Creativity in Ed-Tech – Responding to Change
May 29, 2026
Continuous Improvement in Ed-Tech Support: Student Employees, Partnered Multi-Channel Service, and
Documentation
As digital learning ecosystems grow more complex, the need for empathetic, responsive human support becomes critical. This session explores how the Learning Technology Hub (LT Hub) at UBC’s Learning Technology Innovation Centre (LTIC) demonstrates the ongoing value of human intervention when ed-tech hits its limits. We will share how our multi-channel support model, delivered with the help of student employees, bridges the gap between technical roadblocks and pedagogical solutions for faculty, staff, and students. Finally, we will demonstrate our continuous improvement loop: how we analyze front-line support tickets to proactively create and refine public-facing resources for the entire university.
Florence Kam is a Support Analyst at the University of British Columbia(UBC), Learning Technology Innovation Centre
Tiffany Prayitno is a Support Analyst at the University of British Columbia(UBC), Learning Technology Innovation Centre
Vincy Huang is a student at UBC
Attachments: Transcript (PDF, Word, Text)
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