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Thursday, March 15 • 10:30am - 11:30am
When It’s Not Actually About the Tech: Simple Design-Focused Insight & Planning Tools for Technology-Based Library Services

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Does this sound familiar? You’re the recipient of a new technology, and are comfortable running and maintaining it, but don’t know how to offer it as a service. Or, you’re already offering some technology-focused services, but they’re underutilized, confusing to users, or stressful for library staff.

Service Design to the rescue! A lesser known cousin of the popular User Experience (UX), Service Design is more encompassing and holistic in its approach. Tools such as the creation of user personas or the holding of focus groups to gain insights from users, might be familiar to attendees of this conference. Two specific tools, Journey Maps and Service Blueprints, have been used to great success by the MSU Library and will be detailed in this session.

This presentation will share practical information gained from hands-on experiences coupled with evidence and information from the field. Because we all share the common goal of providing technology-focused services that are useful, usable, and desirable, it is also the hope that attendees can contribute in a conversation focused on their own challenges and solutions to this topic.

Speakers
avatar for Kris Johnson

Kris Johnson

Head, Learning and Research Services Department, MSU Library, Montana State University Bozeman
I am a manager of a large public services department for the MSU Bozeman Library. We cover everything from circulation and building management to reference and instruction. My goals for library services are to integrate the physical and digital into a consistent 'united front', presenting... Read More →



Thursday March 15, 2018 10:30am - 11:30am CDT
Olin-Rice 250