The FHNW Research Support plays a vital role in supporting researchers across the different schools of the university. With rising demand for services, current processes face limitations. This study aimed to analyze and improve core processes, addressing challenges in consulting, information dissemination, and training.

The study employed conversations, observations, and interviews to gather insights from both consultants and researchers. Key processes were identified, including Consulting (addressing inquiries and contacting foundations), Information Dissemination (sourcing and sharing funding info), and Training (educational sessions). A participatory workshop validated the need for scalable workflow management.

This study delved into the FHNW Research Support service, revealing critical insights for enhancement. Challenges in communication, task allocation complexities, and storage inefficiencies were exposed. To tackle these challenges, the study advocates for the adoption of the Kanban methodology, facilitated by Trello and supplementary plugins like ‘SendBoard’ and Time Tracking. These solutions aim to streamline workflows, enhance communication, and bolster support for researchers pursuing external funding. The study underscores the significance of structured communication, transparent task allocation, and robust knowledge management. Cross-comparing insights from other institutions offered novel perspectives and practices. While acknowledging the limitation of interview sample size, the study's comprehensive approach and actionable recommendations contribute to refining research support practices. As institutions strive for optimization, this study's findings serve as a valuable reference for fostering a dynamic research support environment.