Service Design: Thinking Holistically about Services & Technology

Deep Blue Home

Show simple item record

dc.contributor.author Vacek, Rachel
dc.contributor.author Varnum, Kenneth J.
dc.date.accessioned 2018-11-10T16:18:48Z
dc.date.available 2018-11-10T16:18:48Z
dc.date.issued 2018-11-10
dc.identifier.uri http://hdl.handle.net/2027.42/146184
dc.description Presented at the 2018 LITA Library Technology Forum in Minneapolis, Minnesota. en_US
dc.description.abstract 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 presentation 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 learn the basics of how to create a service blueprint. en_US
dc.language.iso en_US en_US
dc.rights Attribution-NonCommercial-ShareAlike 4.0 International *
dc.rights.uri http://creativecommons.org/licenses/by-nc-sa/4.0/ *
dc.subject Service design en_US
dc.title Service Design: Thinking Holistically about Services & Technology en_US
dc.type Presentation en_US
dc.subject.hlbsecondlevel Information and Library Science
dc.subject.hlbtoplevel Social Sciences
dc.contributor.affiliationum University of MIchigan Library en_US
dc.contributor.affiliationumcampus Ann Arbor en_US
dc.description.bitstreamurl https://deepblue.lib.umich.edu/bitstream/2027.42/146184/1/Thinking Holistically about Services & Technology - slides with notes.pdf
dc.description.bitstreamurl https://deepblue.lib.umich.edu/bitstream/2027.42/146184/2/2018 LITA Forum Handout.pdf
dc.description.bitstreamurl https://deepblue.lib.umich.edu/bitstream/2027.42/146184/3/Service Blueprint (Low Fidelity).png
dc.description.bitstreamurl https://deepblue.lib.umich.edu/bitstream/2027.42/146184/4/SALI-High Fidelity Service Blueprint Future State.pdf
dc.identifier.orcid 0000-0003-2574-2230 en_US
dc.identifier.orcid 0000-0002-0091-1037 en_US
dc.description.filedescription Description of Thinking Holistically about Services & Technology - slides with notes.pdf : Slides and Notes
dc.description.filedescription Description of 2018 LITA Forum Handout.pdf : Reading list
dc.description.filedescription Description of Service Blueprint (Low Fidelity).png : Handout 1: preliminary service blueprint for discussion
dc.description.filedescription Description of SALI-High Fidelity Service Blueprint Future State.pdf : Handout 2: Full Service Blueprint
dc.identifier.name-orcid Vacek, Rachel; 0000-0003-2574-2230 en_US
dc.identifier.name-orcid Varnum, Ken; 0000-0002-0091-1037 en_US
dc.owningcollname Library (University of Michigan Library)
 Show simple item record

This item appears in the following Collection(s)


Search Deep Blue

Browse by

My Account

Information

Coming Soon


MLibrary logo