The Open University OU Help Centre is the first port of call for students looking for information, advice and guidance. It offers both self-service and mechanisms to contact the OU.
My work on the Help Centre included leading the team to embed a user centred design methodology and supporting processes to enable continuous improvement. Central to this was the capture and evaluation of student and tutor feedback. This feedback was regularly analysed for opportunities to improve the service to students and staff. Example feedback in the Help Centre Healthiness app (PDF). See also "You said, we did" data and high level report.