Service Design: Thinking Holistically about Services & Technology
In Spring 2017, our library started to transform how it designs and implements its virtual and physical services iteratively through user and staff engagement and service design thinking. Service design is a user-focused technique that involves understanding and planning for user needs, service touchpoints, and employee and user workflows. This workshop will use a case study to illustrate how we integrated user needs, current and future library services, and technology in the redesign of a web application and the service offering. Attendees will be led through a hands-on exercise to create their own service blueprint for an application.