2018 LibTech Conference

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.