Service Design for the Intercultural Adaptation Experience of Chinese Postgraduate Taught (PGT) Students in the UK

Chinese postgraduate taught (PGT) students experience various psychological and physical challenges during their intercultural adaptation process in the UK. Existing studies have proposed some theoretical or conceptual intervention guidelines to support international students' intercultural adaptation. However, very little research has been considered to help service providers, i.e. Higher Education Institutions (HEIs), to effectively apply the theoretical guidance in their practical service design regarding Chinese PGT students' intercultural adaptation experience in the UK. Service design research also rarely explores the design context of intercultural adaptation. This study aims to explore the comprehensive adaptation experiences of Chinese PGT students, identify their difficulties and needs, then proposes practical service design implications for HEIs. Semi-structured interviews with 24 Chinese PGT students were used to explore in detail their adaptation experiences and service needs from psychological, socio-cultural and academic perspectives. The results show that Chinese PGT students experienced psychological challenges throughout their adaptation process, particularly in the first few weeks in the UK. These were related to unfamiliarity with the new environment, poor communication experiences, and confusion with academic values or systems (especially in the first academic term). Some implications for service design within HEIs were then developed, such as pre departure training, more support services in the first few weeks, extending language support services, more explanation and guidance on the academic values of the host country. This study provides insights for HEIs in supporting Chinese PGT students' adaptation experience and reduce their psychological stress. As the service design approach is at the core of this research, the main knowledge contribution will be in the field of service design.